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Getting Started & My Account (20)
How do I create a Nostos Online account?
Click Sign Up at the top‑right, choose a plan, and verify your email.
I never received my verification email—what now?
Check spam or “Promotions,” then click Resend on the banner when you log in. If it still doesn’t arrive within 15 minutes, contact us and we’ll activate you manually.
Can I use social log‑in?
Νο, due to the nature of the service you should proceed with a common process
Which browsers are supported?
The latest two versions of Chrome, Firefox, Safari, and Edge on desktop; Chrome, Safari, and Samsung Internet on mobile.
Does Nostos have a mobile app?
A progressive web app (PWA) is available—tap Add to Home Screen in your browser for an app‑like experience.
How do I upgrade to the Emergency plan?
You can’t, actually. Emergency plan is selective when you are currently facing urgent online priavcy issues.
Can I add team members to my account?
Yes—you can either add member to your family account or create a group account to support entire communities.
How do I reset a forgotten password?
Click Forgot password? on the login page, enter your email, and follow the secure link we send.
Do you support single sign‑on (SSO)?
SAML 2.0 SSO is included in Emergency and Enterprise tiers—contact support to enable.
Where can I see my login history?
Profile → Security → Recent sessions lists the last 30 logins with IP, device, and timestamp.
How do I delete my account?
You can do that from the settings menu. However, being on a subscription plan or during an emergency process you should avoid such an action.
What languages does the interface support?
English and Greek. More languages are on our 2025 & 2026 roadmap.
Can I merge two accounts?
Yes—open a ticket with both email addresses and tell us which one to keep.
Is there a limit to how many items/links I can provide?
Practically no. But for inputs over 6 links, you have to send them using a form.
Does logging out on one device log me out everywhere?
Choose Log out everywhere from Profile → Security to invalidate all sessions.
How do I change my registered email?
Under Profile → Account, click Change email and confirm via 2FA.
Why was my account temporarily locked?
Five consecutive failed logins trigger a 15‑minute lockout. Contact support to expedite if in urgency.
How do I enable dark mode?
Toggle the moon icon in the top bar or set Appearance to System.
Can I test features in a sandbox?
Yes—Advanced members can request a sandbox workspace for staging via support.
How do I transfer ownership to another user?
In Team → Ownership transfer, pick a new owner; they must accept via email within 24 hours.
Emergency Plan Features (20)
What makes the Emergency plan different?
The world’s first aid station for online privacy breaches.
Is the hotline really 24 / 7—even holidays?
Yes. We staff multilingual analysts around the clock, including public holidays.
What’s the average takedown completion time?
4.2 hours median for Emergency cases last quarter.
How do priority queues work?
Emergency tickets jump ahead of Basic/Trial in our agent routing pipeline.
Are phone calls recorded?
Yes, for quality and training, except when legal privilege is invoked. Recordings are retained 30 days.
Can Emergency members request on‑site support?
Enterprise add‑on only. We can dispatch a case manager within 24 hours in the EU.
Is there a dedicated account manager?
Yes—introduced within 2 business days of upgrade.
Does the plan cover crisis communications?
Media‑holding statements and template press releases are included; our PR partners can execute for a fee.
How many concurrent takedown cases can I run?
Unlimited; our system auto‑scales.
Is there data‑loss insurance?
Up to €100 k per incident if removal fails due to our negligence (see Master Services Agreement).
Can I downgrade after a crisis?
Getting into emrgency means you are covered for 12 months and for the same threats. In the anniversary you will be offered and Advanced plan to keep yourself covered.
Do Emergency members get product roadmap influence?
They’re invited to our quarterly advisory roundtables.
What reporting is available?
Weekly incident digests and a real‑time dashboard with CSV export.
How does SLA compensation work?
Credit of 10 % monthly fee for each hour past guaranteed response, capped at 100 %.
Are API calls prioritized too?
Yes—Emergency gets 5× rate limits over Basic.
Is advanced 2FA (FIDO2 hardware keys) supported?
Only in Emergency and Enterprise.
Does the plan include brand monitoring?
Yes—unlimited brand and keyword alerts.
Can I schedule quarterly security audits?
Included—book via your account manager.
Is there an exit plan if I leave?
We’ll export all case data in JSON/CSV and delete originals within 30 days.
Can I pause the plan instead of canceling?
No. Pause isn’t an accptable option.
Takedown Requests & Case Tracking (20)
What types of content can you remove?
Personal media items, defamation, revenge‑porn, bullying and harassing, fake profiles, phishing pages, etc.
How do I file a new takedown?
Enter your acoount. Click New case → paste the offending URL(s) → choose category → submit proof. Drag‑and‑drop screenshots or PDFs.
Do you contact site owners directly?
We escalate to all syages involved. To hosts/CDNs first, then site owners, then registrars if needed.
How will I know if a link is down?
The case timeline shows live status checks every 30 minutes; green = removed, red = still live.
Can I automate submissions?
Yes—REST API and Zapier integration are included for all plans.
What evidence should I provide?
A timestamped screenshot, the full URL, and any legal docs (e.g., copyright certificate, court order).
Is there a limit on URLs per case?
No—batch imports up to 100 URLs via webform.
What if a host refuses removal?
We escalate to registrars and search‑engine delisting, then prepare next‑step legal options.
Can I see historical takedown stats?
Yes—Analytics → Historical shows success rates, average time to removal, and top offending domains.
Are partial removals counted as success?
Only when the specific infringing resources return HTTP 404 or are de‑indexed.
Do you support DMCA notices?
Yes—our template populates automatically.
What happens after a successful takedown?
We monitor the URL for 30 days to prevent re‑uploads.
Can I reopen a closed case?
Yes—click Reopen within 90 days; otherwise file a new case.
How do I export case data?
JSON, CSV, or PDF via Case → Export.
Do you work with social networks?
Direct API channels to Facebook, Instagram, TikTok, X, LinkedIn, and YouTube.
Can I mask my identity during the process?
Yes—all notices are filed under Nostos Online as authorized agent unless you opt out.
Is there an express lane for doxxing?
Emergency plan triggers an immediate hotline call to verify and push the case to “Red Flag” queue.
How do I provide additional info on an active case?
Upload a comment or reply to the email thread—both sync into the timeline.
Can you remove content from the Wayback Machine?
Yes—submit the Wayback URL; we liaise with the Internet Archive directly.
What if content is hosted on blockchain or IPFS?
We pursue search delisting, NFT marketplace takedowns, and wallet blacklisting options.
Security & Privacy (20)
Which encryption standards do you use?
TLS 1.3 in transit, AES‑256 GCM at rest, and Fernet for user secrets.
Is my password ever stored in plain text?
Never. We hash with Argon2id, 13 iterations, peppered.
Do you support multi‑factor authentication (MFA)?
TOTP, FIDO2/WebAuthn, and SMS backup codes.
Where are your servers located?
Microsoft Azure West EU (Amsterdam) with failover in North EU (Dublin).
Are you GDPR‑compliant?
Yes—DPA and Standard Contractual Clauses available on request.
Who can access my takedown data?
Only vetted Nostos employees with tier‑3 clearance, bound by NDA.
How long do you keep logs?
90 days for application logs, 2 years for audit logs (Emergency can request shorter periods).
Do you conduct pen‑tests?
Annual CREST‑certified third‑party tests plus monthly internal scans.
Is DDoS protection in place?
Yes—Azure Front Door with always‑on mitigation.
What happens during a data breach?
We notify affected users within 72 hours, provide full details, and rotate keys immediately.
Can I bring my own encryption keys (BYOK)?
Available for Enterprise; roadmap‑planned for Emergency.
Do you share data with advertisers?
No—zero ad tech, zero trackers.
How is 2FA enforced for my team?
Owners can set 2FA required under Settings → Security.
Is there an audit trail of every action?
Yes—immutable logs with signed hashes stored in Azure Blob Storage.
Does Nostos comply with ISO 27001?
Certification expected Q4 2025; controls already align.
Do you run bug bounty programs?
Yes—see hackerone.com/nostos‑online for scope.
Can I restrict access by IP range?
Emergency & Enterprise can enforce allowed IP lists.
How do I report a vulnerability?
Email security@nostos‑online.com; we reply within 24 hours.
Does the platform support SOC‑2 reporting?
Type II report available under NDA.
Are phone conversations encrypted?
Calls route through Twilio with SRTP and client‑side TLS.
Billing & Payment (20)
What payment methods do you accept?
Visa, MasterCard, AmEx, SEPA Direct Debit, PayPal, and yearly invoicing.
Can I pay in cryptocurrencies?
Yes—USDC and BTC via Coinbase Commerce; Enterprise only.
When will I be charged?
Immediately on plan start, then quarterly or annualy on the same calendar day.
Can I get a VAT invoice?
Yes—download PDFs from Billing → Invoices.
Is there any discount applied?
Yes, see plans section.
What’s your refund policy?
Pro‑rated refunds within 30 days of purchase; beyond that, credits only.
How do I change my billing address?
Billing → Payment details → Edit address.
Can I switch plans mid‑cycle?
Upgrades apply instantly with pro‑rated charge; downgrades at next renewal.
Do you charge per takedown?
No—plans are flat‑rate.
Are there overage fees?
Emergency plan has no overages; Basic plan charges €0.50 per takedown after 100/month.
How do I update my credit card?
Billing → Payment methods → Add new card then set as default.
What happens if a payment fails?
We retry 3× over 7 days; after that your account is paused.
Do you support purchase orders (POs)?
Yes—email finance@nostos‑online.com to arrange.
Which currencies do you bill in?
EUR, USD, GBP.
Can I split payment across multiple cards?
Not currently; feature planned 2026.
Is my payment information secure?
We use Stripe and never store card numbers on our servers.
How do I apply a promo code?
Enter it on the checkout page or in Billing → Redeem code.
Is there a non‑profit discount?
Yes—40 % off for verified NGOs; email docs to nonprofit@nostos‑online.com.
Can I request a custom quote?
Absolutely—contact sales@nostos‑online.com.
How do I view past invoices?
Go to Billing → Invoices → History and download any PDF.
Technical Issues & Troubleshooting (20)
I see a “502 Bad Gateway” error—what’s wrong?
A transient platform restart. Wait 60 seconds then refresh; if it persists, check status.nostos‑online.com.
My file upload is stuck at 99 %—help!
Files over 200 MB can stall on slow networks. Try compressing or use our SFTP dropbox.
Two‑factor codes aren’t accepted.
Ensure your device time is synced; TOTP codes require precise time.
The dashboard doesn’t load on mobile Safari.
Clear cache or update to iOS 17. We require ES2020 features.
Why can’t I add more than 5 team members?
You’re on the Basic plan; upgrade to Emergency for unlimited seats.
Emails from Nostos go to spam.
Add noreply@nostos‑online.com to your contacts and mark as “Not spam.”
I’m getting duplicate Slack alerts.
You may have connected the integration twice. Remove one webhook under Integrations.
How do I clear a stuck case status?
Click Refresh status; if the crawler fails three times, open a ticket.
My CSV import failed validation.
Ensure column headers: url,category,notes and UTF‑8 encoding.
Exported PDF is blank.
Pop‑up blocker might be blocking the download. Allow pop‑ups for our domain.
I can’t enable SSO.
Ensure metadata XML includes a valid ACS URL and x.509 certificate.
API requests return 429.
You’ve hit the rate limit—Emergency tier allows 5 000 requests/min.
Webhook signatures fail.
Use the signing secret from Integrations and verify with HMAC‑SHA256.
Browser says “Mixed content blocked.”
You loaded an HTTP iframe; swap to HTTPS.
Hotline number won’t connect from the US.
Dial +1 —we have a toll‑free US gateway (1‑833‑NOSTOS‑9).
Why does my session expire after an hour?
That’s the default idle timeout; set a longer value under Security → Session length.
Push notifications aren’t received.
Allow notifications in your browser, then toggle them on in Profile → Notifications.
Charts are blank in Firefox.
Disable Enhanced Tracking Protection for our site.
I see error code NTX‑45.
This indicates a failed reverse‑proxy handshake—network firewalls often block WebSockets.
Live chat widget won’t open.
Ad blockers can block Intercom. Whitelist *.intercom.io.