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Frequently Asked Questions
General
What is TrustPrompt?
TrustPrompt is a privacy-first tool that sanitizes sensitive data from your AI prompts before sending them to LLMs like ChatGPT or Claude. Your sensitive data (names, companies, account numbers, etc.) is replaced with placeholder tokens, keeping your private information secure.
How does TrustPrompt protect my data?
TrustPrompt detects sensitive information in your text using on-device machine learning and replaces it with placeholder tokens like [PERSON_A] or [COMPANY_B]. Only the sanitized version is sent to AI providers. When the AI responds, TrustPrompt automatically restores the original values in your browser.
Is my data stored on your servers?
Your sensitive data never leaves your browser. Detection, tokenization, and restoration all happen client-side. In Managed Mode, only the sanitized (tokenized) version passes through our servers to reach AI providers. We never see or store your original content.
What AI models can I use?
In Managed Mode, we support Claude (Anthropic), GPT-4o (OpenAI), and other popular models. In BYOK (Bring Your Own Key) mode, you can use any provider whose API key you have.
Detection & Privacy
How does entity detection work?
TrustPrompt uses multiple detection layers: (1) Regex patterns for structured data like SSNs, phone numbers, and emails, (2) Browser-based ML/NER for names, companies, and locations by context, and (3) Optional Deep Analysis using an LLM for enhanced detection. You can also add custom patterns for your specific needs.
Why wasn't my sensitive data detected?
No automated system is perfect. Some reasons detection might miss data: unusual formatting, context-dependent names, abbreviations, or domain-specific terms. Try enabling Deep Analysis for better detection, or add a Saved Pattern for terms you want to always protect.
What is Deep Analysis and is it safe?
Deep Analysis sends your text to a third-party AI (Llama 3.2 via Together.ai with Zero Data Retention) for enhanced entity detection BEFORE tokenization. While we use providers with ZDR policies, for maximum privacy keep Deep Analysis off and rely on local detection.
How do I use Saved Patterns for my specific data?
Go to Saved Patterns in your settings to teach TrustPrompt to always detect (or ignore) specific terms. Your patterns are encrypted client-side and automatically applied in future sessions.
Credits & Billing
How do credits work?
Credits are used in Managed Mode to pay for AI responses. Sanitization costs 0.5-1 credit depending on whether Deep Analysis is enabled. Each AI model has different credit costs based on token usage. Your estimated cost is shown before you send.
Do unused credits roll over?
Yes! Credits roll over month-to-month up to 2x your monthly plan amount. For example, if your plan includes 100 credits/month, you can accumulate up to 200 credits.
How do I upgrade or change my plan?
Click your account icon in the top right and select "Manage Subscription." This opens the Stripe Customer Portal where you can upgrade, downgrade, or update your payment method.
How do I cancel my subscription?
Go to Manage Subscription in your account dropdown. In the Stripe portal, click "Cancel subscription." You'll keep access until your current billing period ends, and your remaining credits will still be available.
What does each operation cost?
Sanitization: 0.5 credits (ML only) or 1.0 credits (with Deep Analysis). LLM responses vary by model—GPT-4o and Claude Sonnet cost more than smaller models. Check the model selector for current pricing.
Chrome Extension
How do I install the extension?
Visit the Chrome Web Store and search for "TrustPrompt" or click the extension link on our homepage. Click "Add to Chrome" and the extension will appear in your browser toolbar.
Why isn't the extension detecting entities?
Make sure you're logged in (click the extension icon and sign in). If detection seems incomplete, the ML model may still be loading—give it a few seconds on first use. You can also try adding Saved Patterns for specific terms.
How do I capture a screenshot for image mode?
Click the TrustPrompt extension icon, select "Screenshot" mode, then click "Capture." You can capture the visible area, full page, or a selected region. The captured image will be processed for sensitive text.
Can I use the extension offline?
Detection (regex + ML) works offline once the model is cached. However, sending to AI requires an internet connection, and Managed Mode requires authentication with our servers.
Account & Security
How do I reset my password?
Click "Log in" then "Forgot password?" Enter your email and we'll send a reset link. Check your inbox (and spam folder)—make sure emails from trustprompt.io are allowed. The link expires after 1 hour. If you signed up with Google, you don't have a password—just use "Continue with Google."
How do I delete my account?
Contact us at [email protected] with your account email and we'll process your deletion request. Note: This will permanently delete your account, saved patterns, and usage history.
Is my data encrypted?
Yes. Saved Patterns are encrypted client-side with a key derived from your password—we cannot read them. All connections use HTTPS. Your original prompts and detected entities never leave your browser.
Do you sell my data?
No. We do not sell, share, or monetize your data. We collect minimal usage metadata (operation counts, not content) for service improvement. See our Privacy Policy for full details.
Troubleshooting Guides
Why wasn't my data detected?
Common reasons detection might miss data:
1. Unusual formatting — Names written in ALL CAPS, unusual punctuation, or embedded in code may not be recognized
2. Context-dependent — Some terms only look sensitive in context (e.g., "Apple" the company vs. the fruit)
3. Domain-specific terms — Industry jargon, internal codenames, or uncommon entity types
4. Abbreviations — Shortened names or acronyms may not match patterns
Solutions:
• Enable Deep Analysis — Uses an LLM to catch context-dependent entities
• Add Saved Patterns — Click the + icon next to detected entities to save terms for future sessions
• Manual protection — In image mode, use the Redact tool to draw boxes around missed text
• Review before sending — Always check the entity list and add/remove protection as needed
My credits aren't showing up
Check these first:
1. Transaction history — Click your account icon to see recent credit activity
2. Subscription timing — Credits are added on your billing date, not immediately after subscribing
3. Rollover cap — Balance caps at 2x your monthly plan amount on renewal
Still missing credits?
If you subscribed and credits didn't appear, the most common causes are:
• Payment is still processing (wait a few minutes and refresh)
• Webhook delay from Stripe (rare, usually resolves within an hour)
• Browser showing cached balance (hard refresh with Ctrl+Shift+R)
If credits are still missing after 1 hour, email [email protected].
Extension not working
Basic troubleshooting:
1. Check installation — Go to chrome://extensions and verify TrustPrompt is enabled
2. Sign in — Click the extension icon and ensure you're logged in
3. Reload the extension — Toggle it off and on in chrome://extensions
4. Clear extension data — In extension settings, click "Clear data" then sign in again
Model loading issues:
The ML model (~30MB) downloads on first use. If you see "Loading ML model...":
• Wait 10-30 seconds for download to complete
• Check your internet connection
• Try on a different network (some corporate networks block the download)
Conflicts with other extensions:
Some ad blockers or privacy extensions may interfere. Try:
• Disabling other extensions temporarily
• Adding TrustPrompt to your ad blocker's whitelist
Can't log in
Try these steps:
1. Check your email spelling — Typos are the #1 cause of login issues
2. Use password reset — Click "Forgot password?" to get a reset link
3. Try Google sign-in — If you signed up with Google, use "Continue with Google"
4. Clear browser cookies — Old session data can cause issues
For extension users:
• Sign in to the web app first at trustprompt.io
• Then click the extension icon and sign in there
• Extension and web app use the same account
Account doesn't exist?
If you get "User not found," you may need to create an account first. Check if you're on the Login tab vs. Sign Up tab.
Contact Support
Need help that isn't covered above? Get in touch with our support team.
Email SupportOr log in at trustprompt.io to submit a support ticket and track your request.