Support
We read every message.
The fastest way to get help is email. We aim to reply within two business days.
Common questions
I lost my backup passphrase. Can you help recover it?
We can't. Backups are encrypted on your device with a key derived from your passphrase, and we never receive that key or the passphrase. If you've lost both your phone and the passphrase, the encrypted file cannot be opened - by us or by anyone else. This is the tradeoff for true end-to-end encryption.
I uninstalled the app. Can I get my reflections back?
Only if you exported a backup before uninstalling. Pensory stores entries on your device, encrypted with a key in your phone's secure enclave. When the app is uninstalled, the operating system removes the encrypted database and the key. There is no server-side copy to restore from.
Going forward, the You · Backup screen lets you create an encrypted .pensorybackup file you can keep in iCloud, Google Drive, or anywhere you trust.
How do I cancel Plus?
Plus subscriptions are managed by Apple or Google, not by us. To cancel:
- iPhone / iPad: Settings · [your name] · Subscriptions · Pensory · Cancel.
- Android: Play Store · Profile · Payments & subscriptions · Subscriptions · Pensory · Cancel.
Your Plus features remain active until the current billing period ends. After that, the app falls back to Free (3 conversations per week, one soundscape, one theme).
How do I delete the data on your servers?
Email [email protected] with your device ID (find it in You · About) and we'll delete the operational metadata associated with that device within 30 days. Reflections themselves never leave your phone, so the only thing on our side is the audit metadata described in the privacy policy.
Why was my AI reply different from the one I expected?
Pensory's AI uses Claude (Haiku 4.5) with a quiet system prompt. It deliberately doesn't analyze, advise, or fix things. If you'd like a different mode, choose Write quietly at the start of a session - your phone won't call the AI at all.
The app is crashing or behaving strangely.
Email [email protected] with what you were doing when it happened, your device model, and your iOS or Android version. If you can include the date and a rough time, that helps us match it against our error logs (which contain only metadata, not your message content).
If you're in a crisis
Pensory isn't a crisis tool, and it isn't a therapist. If you're in acute distress, please reach a human:
- United States: dial or text 988 for the Suicide & Crisis Lifeline.
- International: visit findahelpline.com for a list by country.
- Immediate emergency: contact local emergency services.
Your reflections are valuable. So is asking another person for help when you need it.