Get help with alai
Updated
The short answer
Email support@tryalai.app about anything: a bug, your plan, your account or your privacy. alai's two founders read every email. For a bug, say what device you're on and what you did just before it happened.
Contact us
Write to support@tryalai.app. Send it from the email address on your alai account if it's about your account or your plan, so we know it's yours.
Report a bug
These help us find it quickly:
- Your device: an iPad and its iPadOS version, or the web browser you use.
- What you did just before, and what you expected to happen.
- What happened instead, with a screenshot or screen recording if you can.
Please leave other people's names and work out of screenshots.
Plans, cancelling and refunds
- Where plans are bought. On the web, at tryalai.app, through Stripe. The iPad app links there. Plans aren't sold through the App Store, so Apple can't change or refund them; write to us instead.
- Cancelling. Use Manage plan, next to your plan on the Usage page on the web or in Your plan in the iPad app's Settings, or email us and we'll cancel it for you. Your plan stays on until the end of the month or year you've paid for, then your account moves to Free. Nothing you made is deleted.
- Refunds. We don't refund or credit the unused part of a month or year, except where the law requires it or if we close your account or shut alai down. If you think you were charged by mistake, email us.
- A payment failed. Update your card with Manage plan. We try the payment again a few times, and your plan stays on meanwhile.
The Terms, section 10, have the full details, and pricing shows what each plan includes.
Your account
- Signing in. You can continue with Google or Apple, get a one-time code by email, or use your email and a password.
- Forgot your password. Tap Forgot password? on the sign-in screen, and we'll email you a code to choose a new one.
- Download your work. Download everything saves the notes on that device in one zip: in Account on the web, or in Settings on the iPad.
- Delete your account. Delete my account, in Account on the web or in Settings > Account on the iPad, deletes your account and our copies of your work within 30 days, as the privacy policy explains, and cancels any plan straight away. If that doesn't work for you, email us from your account's email address.
- A child under 13. A parent or guardian sets up and looks after a child's account at tryalai.app/parent.
The privacy policy explains what alai keeps, for how long, and how to ask for a copy or a correction.
Something Ally said
If Ally says something wrong, unkind or unsafe, email us with what you asked and what Ally said. If you're in danger or thinking about hurting yourself, call or text 988 in the US, or call 911.
Questions
Can I get a refund?
We don't refund or credit the unused part of a month or year, except where the law requires it or if we close your account or shut alai down. You can cancel any time, and your plan stays on until the end of what you've paid for. If you think you were charged by mistake, email support@tryalai.app.
I bought a plan. Why isn't it showing on my iPad?
Make sure the iPad is signed in to the same alai account you bought it with. Your plan follows your account, on the iPad and the web.