Support and Contact¶

Document type: Official NHB support and contact document Applies to: Any question about getting help, contacting NHB support, reaching coaches, reaching Alen, reporting a problem Last updated: April 2026

Summary¶

NHB support exists to help members with billing, account, platform, and access issues. For teaching-related questions, coaches inside NHB are accessed through the platform's coaching system rather than direct support. This document is the quick reference for "who do I contact for X."

Contacting NHB support¶

For account, billing, platform, technical, and access questions, NHB support is the primary contact.

Email: support@nhbnotify.com (used for platform notifications; also a functional support address)
Platform support channel: Members can reach support directly through the NHB platform's support or help section
Response times: NHB aims to respond within one business day during normal operating hours

Contact NHB support for:

Billing questions or disputes
Issues with charges, payment methods, or invoices
Unable to log in, reset password, or access the platform
Problems with specific features (calls not loading, content not accessible, technical errors)
Questions about account status, plan changes, team member additions
Cancelling if unable to do so through the platform
Reporting other members or content violations that need admin review
Account restoration if rejoining after cancellation
General questions not answered by MindAI or the knowledge base

Contacting a coach¶

Coaches inside NHB are accessed primarily through the platform's coaching system, not through direct email. The right path depends on what the member needs:

For feedback on work or specific business questions¶

Fast Feedback — submit through the /fast-feedback page with a Google Doc link. The coach reviews and responds with a Loom video (typically).
Hot Seats — book a Hot Seat slot on the Hot Seats page for live, real-time coach discussion in front of the community.
Weekly coaching calls — attend the coach's weekly NHB Coaching Call or program-specific call, where questions can be asked live.

For program-specific questions¶

Coaching program members can post in the private coaching program community (inside NHB and Discord) for coach and peer responses.

For questions Alen might answer¶

Alen takes questions through Fast Forward (FF members only) and occasionally through NHB Theory calls (NHB Pro members). Alen does not handle general support questions — those go to NHB support.

Not a teaching question — don't contact a coach for it¶

Members should not reach coaches directly for:

Account or billing issues (goes to NHB support)
Platform access problems (goes to NHB support)
Password reset (goes to NHB support or self-service)
Cancelling a membership (goes through account settings or NHB support)
Community moderation concerns (goes to moderators via the report system)

Coaches are there for teaching and feedback, not for operational support. Using them for operational questions slows down both the coaching and the support paths.

Reporting community violations¶

For issues with other members' behavior or content inside the community:

Built-in report system — use the three-dot menu on any post, comment, or user to report content to moderators
Moderator review — reports go to NHB admins and moderators for review and action
For severe issues — if a member is experiencing harassment, fraud, or other urgent community issues, they can reach out directly to NHB support in addition to filing a report

See the community guidelines document for detail on what constitutes a violation and how moderation works.

Contact for partnerships, press, or business matters¶

Members or external parties looking to reach Alen or NHB for business reasons (partnerships, press inquiries, speaking engagements, or consulting engagements with Alen outside of NHB) can contact through NHB's business channels. Alen's direct business contact is alen@alphafour.com, though the typical path for NHB members is through the platform rather than direct email.

Contact for technical issues with the platform¶

If the NHB platform itself is experiencing technical issues (pages not loading, login errors, video playback failures), members can:

Refresh the page and try again
Clear browser cache or try a different browser
Check for status updates on NHB's announcement channels (Discord announcements, platform notifications)
Report the issue to NHB support with specifics — what they were trying to do, what happened, and any error messages

Response expectations¶

NHB support aims for a response within one business day during normal operating hours. More complex issues (billing disputes, account restoration) may take longer to fully resolve even after the initial response. Members should send support a clear description of the issue and any relevant account details to speed resolution.

Self-service resources¶

Before contacting support, members can often resolve issues themselves through:

MindAI — for questions about how NHB works, what's included, and where to find things
Account settings — for password reset, payment updates, plan changes
This knowledge base — for detailed information on policies, features, and processes

If self-service doesn't resolve the issue, contacting support is the right next step.

Summary for answering member questions¶

When a member asks how to get help, the answer should cover:

For account, billing, platform issues: NHB support at support@nhbnotify.com or through the platform
For feedback on work: Fast Feedback (async) or Hot Seats (live) through the platform
For coaching questions: attend the coach's weekly call, submit Fast Feedback, or book a Hot Seat
For platform technical issues: NHB support with a specific description of what went wrong
For reporting community violations: the built-in report system via the three-dot menu on any content
For password reset: app.nothingheldback.com/auth?view=reset
For payment updates: account settings or grow.thrivecart.com/updateinfo/
For reaching Alen directly: through Fast Forward, otherwise through NHB support for business matters