How can we help?

1. Email us

support@soul-type.app is the only support address. You can reach it without leaving the app: Settings → Support opens your mail app with the address filled in.

Write in whatever language you think in — the app ships in English, Simplified and Traditional Chinese, Japanese and French, and replies come back in the language you used.

2. Before you write

Four lines save a round trip of days:

• What happened, and what you expected instead. A screenshot answers this better than a paragraph.
• Your iPhone model and iOS version, plus the app version from the bottom of the Settings screen.
• Which feature — the test, a report, the AI coach, Match, or billing.
• Whether it reproduces. "Every time I open a match report" and "once, yesterday" are different bugs.

If your message concerns your account, send it from the address you signed in with — usually the email Apple relays for you, which looks like a private @privaterelay.appleid.com address. That is expected, and it reaches you. We will not act on a data request from an address we cannot match to an account.

3. Fixes you can apply yourself

Pro has disappeared

Open Settings → SoulType Pro (tap the row to restore). This asks Apple, not us, whether your subscription is still live on this Apple ID. If it reports no active subscription, you are signed into a different Apple ID than the one that bought it — that is the usual cause and App Store → Sign Out / Sign In resolves it.

Your results are not on this device

Results are stored on the device first. They only appear on a second iPhone if you signed in and turned on sync. Sign in with the same account, then run the restore above.

The AI coach will not answer

The coach is online-only: check that you have a connection and try again. Replies come back on their own once the service does; nothing you send is lost while you wait — the conversation stays saved on your device.

The app is stuck, or something looks wrong on screen

Force-quit and reopen it, then check for an update in the App Store. Text size and dark mode are both under Settings, and the app's language follows iOS unless you override it there.

4. Subscriptions, refunds and receipts

Every purchase is billed by Apple. SoulType never sees your card, your address or your payment history, and we have no button that can refund you — the request has to go to Apple:

• Refund or billing dispute — reportaproblem.apple.com, or email the receipt you received from Apple.
• Cancel or change a subscription — Settings → [your name] → Subscriptions → SoulType.
• Receipt copy — Apple resends it from the same page.
• Price shown differs from what you were charged — Apple converts prices to your store currency, so the two numbers are allowed to differ; Apple confirms what you actually paid.

The one-time report purchases do not renew and cannot be charged twice by accident. If you believe you were charged incorrectly, the report-a-problem form is still the fastest route, and we will back you in the request if you ask us to.

5. Moving to a new iPhone

Restoring your iPhone from an iCloud or Mac backup brings SoulType and its local data across untouched — no account needed, because there is nothing server-side to reattach.

If you use cloud sync, sign in with the same account on the new device and your synced profile, results and match reports follow you. Coach conversations are never synced, so they stay on the phone that wrote them. Then open Settings → SoulType Pro and tap the row to restore, so Pro unlocks on the new device immediately rather than at the next launch.

Two devices can be signed in at once. Before you sell or hand on an old iPhone, open the app there and press Delete all my data at the foot of the Settings screen — signing out alone does not remove your results from that device.

6. Deleting data or your account

You do not need to contact anyone for most of this, and doing it yourself is faster:

• One result or share — delete it from its own screen. A published share ID stops working the moment you do.
• Everything — the Delete all my data button at the foot of the Settings screen clears the device and the synced copies.
• The account itself — Settings → Account → Delete account removes the account and everything under it and signs this device out.

If you cannot reach the app — a broken phone, or you no longer have it — email support@soul-type.app from the address you signed in with and we will do it by hand within 30 days. A subscription bought through the App Store is not cancelled by deleting your account; it stays with your Apple ID and can be restored later.

The full picture is in Privacy policy §8, Retention and deletion.

7. Reporting a shared result

Anyone who opens a share link can report it: the share page has a Report this share action, which sends us the share ID and a reason and hides it on their device immediately. Reporting is anonymous — we do not record who reported what.

If you would rather write to us, include the share ID — the short code in the link — and what is wrong with it. We can remove any published row, and we suspend or terminate accounts that keep doing it.

The rules themselves are Terms of use.

8. What support cannot do

• We cannot tell you someone else's result. A share link shows what its author chose to publish and nothing more, and we do not disclose who opened one.
• We are not a clinical service. SoulType is a reflective tool. We will not diagnose, and a support thread is not the place to get advice about a mental-health crisis — if that is what you need, contact your local emergency number or a crisis line.
• We cannot recover a deleted local-only dataset. Without cloud sync there is no server copy to restore from, including for us. This is a deliberate consequence of local-first storage, not a support failure.
• We cannot override Apple on a refund, see §4.

9. Response times

Every message gets a reply, normally within a few days. Abuse reports are read sooner, because those can be hurting someone. Deletion and data requests are completed within 30 days as promised in the privacy policy, and usually the same week.