Support

Support enquiries may be directed to support@brainsugar.studio. Where an enquiry concerns a specific conversation, including the approximate date and time of the recording will assist in investigating it.

Recordings that did not complete are retained and listed under Settings, then Conversations, then Unheard, together with the reason for failure. Most can be retried from that screen.

Common causes are:

• Insufficient audio level. Ambient capture from a pocket or bag may not reach a level that can be transcribed.
• Insufficient duration. Very short recordings do not contain enough speech to analyse.
• A single speaker detected where a conversation was expected.
• Insufficient credits at the time of processing. The recording is retained and can be analysed once credits are available.

Where a speaker has been identified incorrectly, open the conversation, select the speaker and set the correct identity. Corrections are treated as authoritative: they update the stored voice data and reverse any incorrect automatic match. Where two speakers have been merged, or one speaker has been split in two, renaming is the applicable correction. Corrections apply to subsequent conversations.

The current balance and a full record of credit movements are available under Settings, then Subscription.

Subscriptions are administered by Apple. To cancel, open the Settings application on your iPhone, select your name, then Subscriptions. Cancellation prevents the next renewal and does not end the current period. Refunds are handled by Apple at reportaproblem.apple.com.

Where a subscription is not recognised after reinstalling the Application or changing device, select Settings, then Subscription, then Restore purchases, signed in with the Apple ID used for the original purchase.

A complete export may be obtained from Settings, then Data and Storage, then Save your export. The export is provided as a JSON archive, with the option to include or exclude transcripts.

The following deletion controls are available:

• An individual conversation, from the conversation itself or from the list.
• Cached audio held on the device, from Settings, then Data and Storage. Analysis is retained.
• All voice data, from Settings, then Data and Storage, then Forget voice data. This also removes speaker attribution from past conversations.
• The account and all associated data, from Settings, then Account, then Delete account. This takes effect immediately and is not reversible.

Reports concerning a recording made without consent may be directed to support@brainsugar.studio. The obligations of users in respect of recording are set out in clause 2 of the Terms and Conditions.

Suspected vulnerabilities may be reported to security@brainsugar.studio in advance of public disclosure.