Support

Account & Access

Forgot your password? Use the password-reset flow from the Log In page.

Need an account correction? Email support from the address associated with your Fireground Lab account and describe the information that needs to be corrected. Never email a password or authentication code.

Stripe billing information: Update your billing name, address, phone number, or payment method from Account → Manage Billing. A phone number used to sign in to Stripe Link must be changed securely in Link Settings; Fireground Lab support cannot change a Stripe Link sign-in number.

Billing & Subscription

Manage payment details and invoices from Account → Manage Billing. To cancel, choose Cancel Subscription or Cancel Free Trial on the Account page. Normal cancellation takes effect at the end of the paid billing period. Cancel before the 5-day trial ends to avoid the first subscription charge.

Subscription charges are generally non-refundable once charged. AI image top-ups are non-refundable except where required by law or for duplicate or incorrect charges.

Fireground Lab is a product of Reverse Flow LLC. Charges may reference Reverse Flow LLC. Report duplicate or incorrect charges with the email associated with your account. Do not send full payment-card details. See Pricing and the Terms for details.

AI Images

Your current AI image balance appears anywhere AI can be used and in Account. If generation fails before an image reaches instructor review, an AI image is not consumed. Try Again starts a fresh generation request, and Build Manually remains available.

Trialing and active subscribers can purchase additional AI images from Dashboard, Scenarios, or Account. Options for Legacy Pilot and other non-paid accounts depend on the account’s available access.

AI-generated images can be unpredictable. Always review generated images before use.

Presentation

1. Open fireground-lab.com/present on the TV, projector, or second device.
2. Enter the pairing code shown by the instructor.
3. After pairing, the instructor presses Start. The viewer remains on standby until Start is pressed.

Pair Another Display connects another viewer. Disconnect Displays returns connected viewers to the pairing screen.

If the viewer remains on standby, confirm the instructor has pressed Start. If a viewer disconnects, reload /present and pair again.

Contact / Safety

For a building upload, Build, or Run problem, include your account email, scenario name, what you expected, and what happened. Screenshots are helpful when they do not expose sensitive information.

Do not include passwords, authentication codes, other credentials, or full payment-card details in support messages.

Privacy, account-data, correction, or deletion requests may also be sent to fireground-lab@reverse-flow.app. See the Privacy Policy.