Help & support
Stuck? Start here.
The most common questions, answered plainly. If yours is not here, email us. A real person reads it.
Engine and keys
The engine says off, or Virgil will not respond
Open Settings in Virgil (the gear at the bottom of the rail) and check your engine key. The key has to come from the same provider as your Lead engine, and the provider account needs active billing. Paste the key again if in doubt; a stray space at the end is the usual culprit.
Where do I get an engine key?
From your AI provider's console: Anthropic, OpenAI, Google, and others all issue keys from your account page on their site. Create the key, copy it once, and paste it into Settings in Virgil. Virgil stores it on your computer, not on our servers.
Can I use more than one provider?
Yes. The key vault in Settings holds a key per provider, and you pick one as your Lead. Virgil can borrow other keys in the vault for specialty work, like voice transcription.
Account and billing
Virgil says my trial ended
Sign in with the account you subscribed with: Settings, then Sign in. Subscriptions are managed on your account page. If you just subscribed, give it a minute and restart the app.
Where do I manage my subscription?
At your account page on this site. You can update your card, switch plans, or cancel there any time. The refund window is 14 days.
The app
How do updates work?
Virgil updates itself. New versions download in the background and a bar appears offering a restart; the update also installs on your next normal quit. You never have to re-download the app.
The microphone will not record
Your computer has to grant Virgil the mic. On Mac: System Settings, Privacy & Security, Microphone, switch Virgil on, then restart the app. On Windows: Settings, Privacy, Microphone.
Something looks broken or stuck
Quit Virgil fully and open it again. A relaunch installs any waiting update and clears most glitches. Your projects are plain files on your computer; nothing is lost by restarting.
Where are my files?
In the project folders on your computer, as ordinary files: documents, spreadsheets, decks. Nothing lives only inside Virgil. If you ever stop using Virgil, everything it made is still yours, openable with your usual apps.
Still stuck?
Tell us what happened and what you expected. Include your Virgil version if you can; it is in the update bar or the app menu.
Email hello@hirevirgil.com