Support

TrueU Inc. · every message here is read by a person

There is one address for everything — a bug, a billing question, a stuck account, or something this page does not cover. The questions below are the ones that come up most, so you can skip the email if the answer is already here.

1Reaching a person

Write to [email protected]. There is no phone line and no live chat; email reaches the team directly.

From inside the app, Settings → Report a bug or submit feedback opens a message to the same address.

To get you an answer in one round trip rather than three, include what you can of:

• the email address on your TrueU.ai account
• what you expected to happen, and what happened instead
• your device and its OS version — for example, iPhone 15, iOS 18.4
• the app version, shown at the bottom of Settings
• a screenshot, if there is something to see

2What TrueU.ai is

A Thinking Partner. The surface is conversation; underneath, TrueU.ai builds a private picture of how you think, so a conversation can pick up where your thinking left off and so patterns you have been circling can be named back to you.

It is not a therapist, a coach, or an assistant that gets tasks done. It does not provide legal, medical, psychological, or financial advice, and its replies are generated by an AI system rather than written by a licensed professional. AI-generated output can be inaccurate or unsuitable for your circumstances — the reflections it offers are for your consideration, not conclusions about you. This is set out in full in the Terms of Service.

3Signing in

TrueU.ai is for adults. You must be 18 or older to hold an account.

You sign in with your email address: we send a six-digit code and you enter it in the app. There is no password to set or forget.

The code has not arrived

• Check your spam or junk folder.
• Confirm you used the same address you signed up with — a code sent to a second address creates a second account rather than reaching the first.
• Codes expire. If a few minutes have passed, request a new one and use the newest.

If it still does not arrive, email [email protected] from the address you are trying to sign in with, and we will look at it from our side.

4Subscription and billing

Subscriptions are sold and billed by Apple through the App Store, not by TrueU Inc. That determines who can do what:

• Change or cancel: in the app, Settings → Manage subscription. Or on your device: Settings → your name → Subscriptions.
• Refunds: requested from Apple at reportaproblem.apple.com. We are not able to issue a refund for an App Store purchase.
• Receipts come from Apple, not from us.

Write to us for the parts that are ours: what a plan includes, a purchase that went through but left your account still showing as unsubscribed, or a subscription you cannot see at all.

5What is free, and what a subscription changes

Browsing costs nothing, and nothing charges you at the moment you tap it.

Without a subscription you have six conversations — one pool shared by ordinary chats and Perspectives explorations. One is spent whenever a new conversation starts, which is why opening a question, or talking an insight through, uses one. They do not refill.

These cost nothing at all: browsing Explore, Quick & Easy, New Frontiers sessions, dismissing a question, and reading anything you have already made.

A free conversation also holds a limited number of replies. When one reaches that limit it cannot produce another reply — it is not paused, and resuming will not help; a new conversation is the way forward if you have any of the six left.

A subscription removes the six-conversation limit and lifts the reply limit on every conversation, including ones that were already spent.

6If you used the earlier TrueU.ai web app

You are a Founder, and you can claim a free year.

Your history is carried across at your very first sign-in, before the onboarding questions, and you cannot enter the app until it finishes. Old conversations and debates arrive under their original dates, so your account starts as full as a long-standing one.

Two things about this surprise people, and both are working as intended:

• The old web app stops letting you in once the carry-over has run. One history, not two.
• Debates carried over from the web app open read-only, permanently. There is no panel behind them to re-enter, so there is nothing to resume. This is not a paywall, and subscribing does not change it.

7Notifications

TrueU.ai notifies you when your self-map changes — a summary rewritten, a new insight, or an area of your map reaching a new stage. All of them open the You tab.

TrueU.ai asks for permission in its own screen before your device asks, because the operating system asks only once. If you declined, you can turn notifications back on in your device settings; Settings → Push notifications in the app takes you straight there.

8Deleting your account

Settings → Delete account. It is immediate and irreversible: no deactivation, no soft delete, no recovery window. Please be sure before you confirm.

It removes everything TrueU.ai stores — every conversation, your self-map and insights, and your account and profile, removed from our systems rather than archived.

Two boundaries, stated plainly:

• It does not reach the AI model providers that processed your conversation text along the way. They hold it under their own retention terms, described in the Privacy Policy.
• It does not cancel your subscription. See section 4.

If you would rather have your data than delete it, or want it corrected instead, that is a privacy request — section 9.

9Privacy requests

Access, correction, portability, deletion, withdrawing consent, or a complaint: write to [email protected] and say what you are asking for. Requests of this kind are routed to the person accountable for them.

Your rights, and how to complain to a regulator, are set out in the Privacy Policy.

10Terms and privacy

Terms of Service · Privacy Policy · Contact