Support
Answers to the most common questions about purchases, your data and using the app. If you can't find yours, write to us.
Contact
Write to us at [email protected] and tell us what happened, on which phone and with which version of the app.
Include your support code (it's at the bottom of the You tab). Please don't send us what you wrote in your journal or other people's data: we don't need it to help you.
This email is not an emergency channel. If you are in danger or thinking about hurting yourself, call your local emergency number or a helpline now (for example, 988 in the United States and Canada, 116 123 in the United Kingdom and Ireland, 13 11 14 in Australia). Other countries: findahelpline.com.
Purchases and subscription
How do I restore my purchases?
If you already paid for Soltar Pro and the app doesn't recognize it (for example, after reinstalling it or on a new phone):
- Open Soltar and go to the You tab › Try Soltar Pro.
- At the very bottom, tap Restore purchases.
You need to be signed in with the same Apple or Google account you used to buy it. If it still doesn't show up, write to us with your support code.
How do I cancel my subscription?
The subscription is billed by the store, so you cancel it there. Uninstalling the app does not cancel it.
- iPhone: Settings › your name › Subscriptions › Soltar.
- Android: Google Play › your profile picture › Payments & subscriptions › Subscriptions › Soltar.
To stop it from renewing, cancel at least 24 hours before the end of the period. You keep Pro until the last day you paid for.
How do I request a refund?
Refunds are handled by the store where you made the purchase (Apple or Google), under their policies. If you have any problem, write to us and we'll help you make the request. This does not limit your rights as a consumer; the details are in the terms of use.
Someone gave me an invitation code. Where do I use it?
Invitation codes unlock Soltar Pro for a while, without going through the store. To redeem one:
- Go to You › Settings.
- In the Soltar Pro section, tap I have a code.
- Type it exactly as you received it (for example,
K7QM-3XHP) and confirm.
If it's valid, Pro is activated right away and you can see in Settings until what date it lasts. Each code can be redeemed only once per phone, and some have an expiry date or a limited number of people. You need an internet connection.
Your data
How do I make a backup?
Since your data is only on your phone, if you lose or change it we can't recover it for you. That's what backups are for:
- Go to You › Settings › Backup.
- Tap Save a backup (it's a Soltar Pro feature).
- Choose where to save the file: Google Drive, iCloud Drive, Files or wherever you prefer.
The backup is a file that includes your journal and everything you've written, so keep it somewhere private. It never goes through our servers.
How do I move my data to a new phone?
- On the old phone, save a backup (see the previous question).
- On the new one, install Soltar and go to You › Settings › Backup › Restore a backup. Restoring is free.
- Choose the file and confirm.
If you had Soltar Pro through the store, then tap Restore purchases. The PIN lock doesn't travel in the backup: you turn it on again on the new phone.
How do I delete all my data?
- From the app: You › Settings › Privacy › Delete all my data. Everything you wrote and recorded is deleted from the phone. Only the anonymous installation identifier is kept, so that your support code keeps working.
- By uninstalling the app: the system deletes everything, including that identifier.
- What we hold on the server (anonymous stats, chat counters and suggestions): write to us with your support code and we'll delete it.
Note: if you have a subscription, deleting your data or uninstalling does not cancel it.
How do I turn off anonymous stats?
In You › Settings › Privacy, turn off Anonymous stats. From that moment on, the app stops sending them. They never include what you write.
Where do I find my support code?
At the bottom of the You tab and at the bottom of Settings it says "Support code" followed by 8 letters and numbers. That code identifies your installation without saying anything about you.
Since Soltar has no accounts and doesn't ask for your email, that code is the only way we can find your purchase or your data on the server. Always include it when you write to us.
Using the app
How do I change the meditation voice?
Meditations and narrations are guided by Alma (a warm, unhurried female voice) or Julián (a calm, friendly male voice). The voices are in Spanish for now.
- In You › Settings › Meditation voice, choose one. You can listen to a sample first.
- In meditations that have both voices, you can also choose before you start.
- In that same section, "Let the voice guide me in hard moments" turns the narration of the emergency button and 3 AM Mode on or off (Yes or Text only).
Some meditations are still read by your phone's text-to-speech voice while we finish recording them.
I forgot my lock PIN. What do I do?
For security, the PIN is stored on your phone in a way nobody can recover, not even us. If you don't remember it and you don't have Face ID or fingerprint turned on either, the only way out is to uninstall the app (everything is deleted) and install it again; if you had a backup, you can restore it. Even with the app locked, the "I need help now" button shows the helplines without asking for the PIN.
I'm not getting reminders
Check that Daily reminder is turned on in You › Settings › Support, and that Soltar has notification permission in your phone's settings. Reminders are scheduled on the phone itself, so they work without internet.
The chat isn't responding
The companion needs an internet connection. If you're on the free plan, you have 5 messages per day, and they reset the next day; if a message shows risk, the app replies with helplines even if you've already used them up. If the problem continues, write to us with your support code and, if you can, the approximate time it happened.
How do I change program or turn off no contact?
To change program, go to the Program tab › Change program; your progress in each one is saved. The no-contact counter is turned on or off in You › Settings › Support.