Support
A person reads every message. Not a queue, not a bot — there are few enough of us that your email lands in a real inbox.
What to include.
You do not have to write a bug report. But if something is broken, these four things turn a round of guessing into a fix: which app, which version (Settings › the app, or the App Store listing), what you did, and what happened instead. A screenshot is worth a paragraph. If it only happens sometimes, say that too — it is a clue, not a failure to describe it.
Response time.
We aim to reply within two business days. If you have not heard back in a week, assume the message went astray rather than that you were ignored, and send it again.
Command.
Command is our planner. A few things worth knowing before you write:
Deleting your account
Open the app, go to Account, scroll to the bottom, and choose Delete account. You will be asked for your password to confirm. This permanently removes your account and everything in it — notes, goals, assignments, people, and your conversations with the assistant. It cannot be undone, and we cannot recover it afterwards. You do not need to ask us to do it for you.
The assistant is not answering
The assistant needs a subscription and your explicit consent before it will run, and it needs a network connection. If it is refusing, check those in order. If it errors repeatedly, tell us roughly when it happened and what you asked; that is usually enough to find it.
A reminder did not arrive
Reminders are delivered by Apple's push service, so they need notifications allowed for Command in iOS Settings. A reminder also will not fire for an assignment that is unscheduled, done, or cancelled — the app tells you which of those is true on the assignment's own page, under Reminder.
Subscriptions, billing, and refunds
Subscriptions are sold and billed by Apple, not by us. Manage or cancel from Settings › your name › Subscriptions on your device. Refunds are Apple's to grant — request one at reportaproblem.apple.com. We never see your card, and we cannot issue a refund on Apple's behalf. If something went wrong on our side, still tell us; we would rather know.
Something I redacted showed up somewhere
Tell us immediately. Redaction hiding something it should not is the kind of bug we will stop what we are doing for.
SpeedRead.
SpeedRead keeps your library on your device. If a book fails to import, the file itself is usually the fastest thing for us to look at — if you are able to share it, say so and we will tell you where to send it. Please do not attach anything you do not have the right to share.
Security.
If you have found a security or privacy problem, write to [email protected] with "Security" in the subject and we will prioritise it above everything else. Please give us a reasonable chance to fix it before publishing. We will not threaten you for reporting something in good faith.
Accessibility.
If something in one of our apps is difficult or impossible to use with VoiceOver, Dynamic Type, or any other assistive technology, that is a bug and we want the report. Tell us the screen and the technology you use.