We’re glad you’re here. If something isn’t working, or you just need a hand — write to us. We read every message.
Email: [email protected]
Response time: within 2 business days
Effective date: 2026-05-02
My magic link email isn’t arriving.
Check your spam folder first — the email comes from [email protected]. Magic links expire 15 minutes after being sent; if too much time has passed, request a new one. If it still doesn’t arrive after 5 minutes, write to us.
I’m switching phones / reinstalling the app.
Sign out from the old device first (Settings → Sign Out), then sign in fresh on the new device with the same email. Your entries, tags, photos, and AI threads will sync automatically.
I forgot which email I used.
Try the email accounts you typically use. If you can’t remember, email us with any details that might help us locate your account.
How do I delete my account?
Open the app → Settings → Delete Account, or visit https://sonder.oguzkurukaya.com/delete-my-account on the web. Deletion is immediate and irreversible.
How do I manage my subscription?
You can pause, change tier, or cancel anytime from those screens. Changes take effect at the end of your current billing period.
I bought premium but the app doesn’t show it.
In the Sonder app, open Settings → tap Restore Purchases. This re-syncs your subscription status with the App Store / Play Store. If that doesn’t work, write to us with your receipt.
Can I get a refund?
Refunds are processed by Apple or Google directly per their respective policies, not by us:
What does premium include?
AI Reflections (chat with the journal-aware companion), Weekly Insights, unlimited AI conversations, expanded context windows, and an ad-free experience.
Why does the AI say “insufficient credits”?
Free users have a daily credit allowance for AI messages. Once depleted, you can either wait until tomorrow’s reset, watch a short ad for additional credits, or upgrade to premium for unlimited use.
The AI gave a strange or unhelpful response.
Long-press the AI message in the chat to use the feedback option, or write to us with the thread context. We use this to improve the prompts and persona.
Can the AI see all my entries?
Only the entries that fall inside the context window you chose for that thread (None, single entry, last 7 days, or last 30 days). Threads are separate; one thread’s context never bleeds into another.
Where is my AI chat data stored?
Encrypted on our servers, and processed via OpenAI per their API retention policy (max 30 days for abuse monitoring, then auto-deleted). We do not opt into model training. See our Privacy Policy for full detail.
My entry didn’t save.
Check your internet connection and try again. If the entry seems lost, open the app and pull-to-refresh on the timeline — recent saves often appear after a sync. If still missing, write to us with the approximate date and we’ll check.
Can I edit or delete an old entry?
Yes. Tap any entry on the timeline → tap the three-dot menu → Edit or Delete. Deleted entries are removed permanently after 30 days.
Photos aren’t uploading.
Photo uploads can fail on weak connections. Try again on Wi-Fi. Maximum file size is 10 MB per photo. If you keep seeing errors, write to us.
OCR (text extraction from screenshots) isn’t accurate.
OCR works best on clear chat screenshots in WhatsApp, iMessage, Telegram and similar apps. For other content, you can manually edit the extracted text by tapping the OCR result on the entry detail screen.
I’m not getting daily reminders.
Open Settings → Notifications. Make sure both Sonder’s notification toggle and your phone’s system-level notification permission are on. On iOS, also check Settings → Notifications → Sonder.
I’m getting too many notifications.
Open Settings → Notifications and customise the categories you want. You can turn off daily reminders, AI replies, or weekly insights individually.
What data do you collect?
See our full Privacy Policy. In short: account info (email, name), your journal entries, mood and tag data, AI conversations, photos you attach, app usage analytics, and crash logs. Sensitive content is encrypted in transit and at rest.
Can I export my data?
Yes. Email us at [email protected] with the subject “Export my data”. We’ll send a JSON export of your account, entries, tags, attachments metadata, and AI threads within 7 business days, free of charge.
How do I delete all my data?
Account deletion (in-app or via /delete-my-account) immediately removes your personal data from our production systems. Anonymous aggregate analytics may be retained, but no longer linked to your identity. See our Account Deletion page for the full breakdown.
Is my journal really private?
Yes. Only you can read your entries. We do not share, sell, or analyse them for marketing. AI features process your content only when you actively use them.
The app keeps crashing.
Force-close and reopen first. If it persists, try uninstalling and reinstalling — your data is in the cloud, nothing local will be lost. Email us with your phone model and OS version if you need help.
The app feels slow.
Pull-to-refresh on the timeline to re-sync. If the issue continues across multiple days, write to us — we monitor performance and want to know.
I’m stuck on a login loop.
Sign out (Settings → Sign Out), then sign in again. If that doesn’t work, uninstall and reinstall. Your data is safe.
To help quickly, please include in your email:
Sonder is a relationship journal with AI-powered reflection, built and maintained by Oğuz Kurukaya, Türkiye. We are independent, founder-operated, and genuinely care about your experience.
If something feels off, or you just want to share what’s working — that email is open.
— The Sonder team