Support

What to include when something goes wrong

Four short lines let us reproduce almost any problem on the first try. If you can, send all four:

Your Elemora version

Open Elemora's settings — the gear at the top right of the Progress tab — and look for the version number.

Your iOS or iPadOS version

Settings app → General → About → Software Version.

Your device model

Settings app → General → About → Model Name.

What happened

What you tapped, what you expected, and what Elemora did instead. A screenshot or a screen recording is worth a paragraph.

If the problem involves one particular element or compound, tell us which one — a fault that only shows up on, say, promethium or on a specific formula is much easier to find when we know where to look.

Things worth trying first

Most reports we see are fixed by one of these, and none of them touch your saved work:

• Quit and reopen Elemora. Swipe up from the bottom of the screen, flick the Elemora card away, then launch it again.
• Restart your iPhone. It clears up a surprising share of drawing and scrolling oddities.
• Check for an update. App Store → your account picture → scroll to the list of pending updates. A bug you hit today may already be fixed.
• Check your iOS version. If your device is several releases behind, updating iOS often resolves layout and rendering problems on its own.

Study, streaks and progress

Your streak, mastery, answered cards, favourites and saved compounds are stored on your device by Elemora.

• A streak looks wrong. Streaks follow your device's own calendar day. Travelling across time zones, or changing the date on your iPhone, can move a day boundary. Tell us what you saw and roughly when, and we will look into it.
• Progress looks lower than you expected. Mastery is earned through practice rather than by opening an element — the Progress tab separates elements you have started from elements you have mastered for exactly this reason.
• Progress disappeared after changing devices. Elemora's records live on the device. Anything that replaces the app's stored data — deleting and reinstalling, or setting up a new iPhone without restoring from a backup that included Elemora — starts you over. See the privacy policy for how device backups come into this.

Compounds and molecules

• A compound was not recognised. Elemora names a compound when what you have built matches its catalogue. A valid formula that is not in the catalogue still gets a formula, a molar mass and an atom count — it just will not have a name. Tell us what you built and we will look at adding it.
• Bonding hints. These are labelled not a verification inside Elemora on purpose. They are a thinking aid, not a check that a structure is chemically correct, and they should never be treated as one.
• A structure or a 3D model will not open. Not every compound has a drawn structure. If one that used to open has stopped, send us the compound and your Elemora version.
• You think a value is wrong. Please tell us — send the compound or element, the value you saw, and the value you expected, with a source if you have one. Corrections are welcome and we act on them.

Subscriptions, purchases and billing

If Elemora offers a paid subscription, it is sold through Apple as an auto-renewable In-App Purchase. Apple takes the payment, holds your payment details, and issues the receipt — Idlery Services LLC never sees your card.

Restore a purchase

If you have reinstalled Elemora, moved to a new iPhone, or your paid features are not showing, use Restore Purchases in Elemora's settings — the gear at the top right of the Progress tab. Make sure you are signed in to the same Apple Account that made the original purchase; a purchase can only be restored to the account that bought it.

See, change or cancel a subscription

Subscriptions are managed by Apple, not inside Elemora:

• On your iPhone or iPad: Settings app → your name → Subscriptions.
• Or open apps.apple.com/account/subscriptions.

A subscription renews automatically unless you turn renewal off at least 24 hours before the period ends. Cancelling stops the next renewal; you keep what you paid for until the current period runs out.

Refunds

Apple handles all App Store refunds. Request one at reportaproblem.apple.com, or through Settings → your name → Subscriptions. We cannot issue refunds for an App Store purchase on Apple's behalf — but if something in Elemora went wrong, tell us anyway, because we would rather fix it.

Current prices and what each subscription includes are shown in the App Store and inside Elemora for your storefront. We do not list prices here, because Apple sets them per region and they can change.

Privacy requests

Elemora keeps your studying on your device, so most of what a privacy request would normally cover is already in your hands: deleting Elemora removes the app's stored data along with it. If you want to ask what we hold, request a copy, or ask us to delete something, email support@idlery.com with “privacy request” in the subject line and we will answer within 30 days. The privacy policy sets out the whole picture.

Accessibility

If something in Elemora is hard to read, hard to reach, or does not behave the way you expect with VoiceOver, Dynamic Type, Reduce Motion or increased contrast, please tell us what you were using and where it fell down. These reports are useful and we want them.

Documents and the publisher

Privacy Policy

What Elemora stores, where it stays, and how to remove it.

Terms of Use

The terms you agree to by using Elemora, including subscriptions.

Idlery Services LLC

The publisher of Elemora, and its other products.

support@idlery.com

The one address for everything above.