Get help
Where to find help
Help is one tap away in the app and one page on the web. Both lead to the same place: the Contact page, where your message opens a ticket and the team answers by email. Before you write, the quick fixes below and the questions people ask may save you the wait.
Write to support from the app
On iPhone, iPad and Android:
- Tap ⋯ at the top, then Settings.
- Tap Help & Support. It opens the Contact page in your browser.
- Choose a topic, such as Something isn't working, Plans, credits and billing or Your account and sign-in.
- Fill in Your name, Email and Message, then tap Send message.
On the web, open the Contact page directly. Your ticket number appears on the page at once, a confirmation reaches the email address you entered, and the reply comes to that same address. You can also write to support@nourva.ai.
What to include
A message that answers three questions usually gets a useful first reply, with no back and forth.
- The device. iPhone, iPad, Android, Apple Watch, CarPlay, the web, Windows or Mac.
- What you did. The screen you were on and the steps you took, in order.
- What you saw. The exact words of any message the app showed, and what you expected instead.
The message box has a length limit, and the page tells you if your message is too long. Do not put your password or a code from your authenticator app in the message.
On my iPhone, I opened Arachne, started a mission and tapped Stop. The board still showed a running step. I expected it to end.Privacy and security
Two subjects have their own address, and the Contact page offers the privacy topic as well.
| Write to | When |
|---|---|
| privacy@nourva.ai | A copy of your data, a correction, erasing it, or restoring an account you deleted within the last 30 days. We answer within 30 days. |
| security@nourva.ai | You found a vulnerability. Include the steps to reproduce it, and please never test against other people's accounts or data. |
More is on the Security page.
Quick fixes
- Voice does not start. On iPhone and iPad, open Settings › Privacy & Security › iPhone permissions, tap Open iPhone Settings and check that Microphone is allowed. Nourva uses it only in a conversation or dictation you start.
- A mission is going the wrong way. Tap Stop. Nothing further runs, and nothing more is charged.
- You cannot sign in. On the sign-in screen, tap Forgot password?. Nourva sends a reset link.
- You changed your email and a device asks you to sign in. Changing your email signs you out on your other devices. Sign in again with the new address.
- Your subscription is linked to another Nourva account. Email support@nourva.ai to move it.
- A message needs credits you do not have. The app tells you. Free chats cover basic text messages only; see Free chats every day.