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Support

Effective: 2026-10-06 · Last updated: 2026-10-06

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Something not working, or just want to ask us a question? Write to us. A person reads every message.

Email: support@aureloo.com

We reply within two working days, usually sooner. We answer in English; if you write in another language we will do our best.

Before you write

A few things that solve most problems quickly.

The app will not sync. Sync only runs while Google Drive is connected, so check Profile → Google Drive sync. Aureloo never connects Drive by itself: tap Connect Drive there. If you sign in with Google or with a Gmail address, Drive has to be that same Google account; with any other address you may choose the account. Signing out ends the Drive connection on that phone, so after signing back in you connect it again. Both devices need to be online, signed in to the same Aureloo account, and connected to the same Google account's Drive. If you removed Aureloo's access from your Google account at some point, you will need to connect it again.

The app will not sign me out. That is on purpose, so your words are not stranded. With Drive connected, Aureloo sends your words to Drive first and signs you out by itself only once that has worked; if it has not, it says why and offers Try again or Sign out anyway. Without Drive, it checks that the phone is online, because you could not sign back in without a connection; if it says you are offline, try again once you are connected.

The speaking exercise does not hear me. Aureloo needs microphone permission — check Android Settings → Apps → Aureloo → Permissions, or on an iPhone Settings → Apps → Aureloo (up to iOS 17, Settings → Aureloo), where both Microphone and Speech Recognition must be on. It also relies on your phone's own speech recogniser, which must support the language you are learning. If your phone has no recogniser for that language, the app hides the exercise rather than failing silently.

Words are not read aloud. This uses your phone's text-to-speech engine. Check Android Settings → Accessibility → Text-to-speech output, or on an iPhone Settings → Accessibility → Spoken Content → Voices, and make sure a voice for that language is installed. On many phones you need to download the voice once.

I lost my words after changing phones. Your data lives on the device. If you used Drive sync, sign in to the same Aureloo account on the new phone and connect the same Google account in Profile: your words arrive by themselves. If you had not turned on Drive sync, we cannot recover them — we have no copy. See the privacy policy for why. Turning on sync now will protect you from this in future.

I bought Pro and it has not appeared. Pro belongs to the Aureloo account that bought it, so make sure you are signed in to that same account — the same email address, or the same Google or Apple sign-in — with the phone online, then reopen the app. If it still has not appeared, tap Restore purchases in Profile on a phone signed in to the Google Play account or Apple Account that paid. Restoring cannot move Pro to a different Aureloo account. If it still does not appear, email us with the order number from Google Play or from Apple's receipt, and we will sort it out.

I want to cancel, or get a refund. Subscriptions are managed by the store you bought from. On Android, cancel or ask for a refund in Google Play → Subscriptions. On an iPhone, cancel in Settings → your name → Subscriptions, and ask Apple for a refund at reportaproblem.apple.com. Deleting your account or uninstalling Aureloo does not cancel a subscription.

My promo code did not work. Codes go in on the Pro screen, under Have a promo code?. The line under the field says what happened: the code was not found, has expired, has been used up, was already used by you, or you already have Pro — in which case the code is not used up. After five wrong tries the field takes no codes for an hour. If it said Pro is on but the app still shows the free plan, check your connection and reopen the app.

A friend I invited does not count. A friend counts when they made a new account, accepted your invitation within 7 days of that, sign in with Google or with a confirmed email address, and practised on 3 different days within 14 days — and when their phone has not been used for an invitation by another account before, as a friend or as an inviter. Your invite page shows how far each friend has got. We cannot tell you which condition a friend missed; the terms of use list them all. A friend on an iPhone cannot install with your code inside the link: they type the code under Have a promo code? on the Pro screen, and the page your link opens shows it to them.

The confirmation email did not come. When you sign up with an email address and a password, Firebase Authentication emails a link to that address, and the screen shows which address it was. Look in the spam folder first. Then wait a minute and tap Send the link again; the button counts the minute down. If the address on the screen is not right, sign up again with the right one: for an account made on this phone, the screen offers Sign up with another email, which removes the account you have just made so that you can sign up again. Once you have opened the link, tap I've confirmed. A sign-in with Google or Apple needs no link.

I signed up before version 1.1 and I am asked to confirm my email address. From version 1.1, every account made with an email address and a password confirms its address, so that nobody can sign up with an address that is not theirs. Your account is older than that rule, so the app now asks you too, and you cannot go on until the address is confirmed. Tap Send the link, open the link in the email, then tap I've confirmed. Nothing is lost while you wait: if you sign out from that screen, your words stay on the phone. If you can no longer get into that mailbox, write to support@aureloo.com.

I cannot send to my friend. Both of you need a nickname, which you set in Profile. Type your friend's nickname exactly: there is no search. You can send ten items a day, of at most 1,000 words each. "Nothing can be sent to this person right now" means they have switched receiving off or have blocked you — the app does not say which. An item expires 24 hours after it was sent. Sending is free; accepting needs Pro.

Somebody sent me something I do not want. Open the item and choose Block and reject or Report. A report sends us a copy to review. To stop receiving altogether, switch off Accept shared items in Profile.

Reminders do not come, or I do not want them. Reminders are scheduled by your phone, not sent by us. Check Profile → Reminders, and the phone's notification settings for Aureloo — on an iPhone, Settings → Apps → Aureloo → Notifications. An iPhone asks only once: if you declined, the Reminders switch takes you to those settings. Android may show a reminder some minutes late, and a battery saver can hold it back. To stop them, switch Reminders off.

What to include when you write

You do not have to, but these help us fix things faster:

  • what you were doing when it went wrong;
  • what you expected, and what happened instead;
  • your phone model, and its Android or iOS version;
  • the Aureloo version, shown at the very bottom of the Profile tab;
  • a screenshot, if it is something you can see.

Please do not send us your password. We will never ask you for it.

Other things you might be looking for

Reporting a security problem

If you have found a security or privacy vulnerability, please email privacy@aureloo.com with the details rather than posting them publicly. We will acknowledge you within two working days and keep you updated. We are grateful for responsible disclosure and will not pursue anyone who reports a genuine issue in good faith.

Suggestions

Aureloo is built by a small team, and requests from people who use it shape what gets built. If a language, a feature or a grammar pack is missing, tell us — it goes on the list.

AZ Smart Studios LLC
South Carolina, United States