**Contact & Subscription Help | Tonelva**

> One email address for everything, plus step-by-step instructions for cancelling a Tonelva subscription on iPhone or Android and requesting a refund.

Source: https://tonelva.com/contact/

[Home](https://tonelva.com/) /Contact

# Contact

**support@tonelva.com**
One address for everything — bugs, refunds, corrections, data questions, or telling us
something on the site is wrong. A person reads it, usually within two working days.
[Write to us →](mailto:support@tonelva.com)

There is no contact form and no ticket number. Email is faster for both of us, and you
keep a copy of what you sent.

One thing we cannot help with, stated first so nobody waits on a reply that will
disappoint: we cannot tell you whether your readings are a problem, what your target
should be, or what to do about a number. Not out of caution for its own sake — the
answer genuinely depends on your history, your other conditions, your medications and
your overall risk, and the person holding all of that is your doctor. If a reading is
very high and comes with chest pain, breathlessness, weakness, vision change or
confusion, that is emergency care rather than an email.

## Cancelling a subscription

Subscriptions are billed by the app store rather than by us, so we cannot cancel one on
your behalf even when we would like to. It takes under a minute. Cancelling during a
free trial costs nothing, and cancelling later stops the next renewal while leaving Pro
features active until the end of the period you have already paid for. Your readings
stay in the app either way — nothing is deleted or locked when a subscription ends.

How to cancel on iPhone or iPad

1. Open the Settings app.
2. Tap your name at the very top of the screen.
3. Tap Subscriptions. On older iOS versions it sits under Media & Purchases, then View Account, then Subscriptions.
4. Tap Tonelva in the list of active subscriptions.
5. Tap Cancel Subscription and confirm. During a trial the same button reads Cancel Free Trial.

If Tonelva is not in the list, the subscription has either already been cancelled or
was bought with a different Apple ID than the one now signed in. You can reach the
same screen from the App Store app by tapping your profile picture and choosing
Subscriptions.

How to cancel on Android

1. Open the Google Play Store app.
2. Tap your profile icon in the top right.
3. Tap Payments & subscriptions, then Subscriptions.
4. Select Tonelva.
5. Tap Cancel subscription and follow the prompts.

If the subscription does not appear, check that you are signed into the same Google
account that made the purchase. Each store manages only its own subscriptions: one
bought on iOS cannot be cancelled from an Android device, and the reverse is also
true.

How to request a refund

1. On Apple: go to reportaproblem.apple.com, sign in, find the Tonelva purchase, choose Request a refund and give a reason.
2. On Google: open Play Store, go to Payments & subscriptions, then Budget & order history, select the purchase and choose Report a problem.

Both stores decide refunds under their own policies and we cannot approve or reject
one. If you were charged unexpectedly — a trial you believed you had cancelled, or a
renewal you did not expect — email us anyway. We cannot move the money, but we can
confirm what the records show, and that has helped people make their case.

Restoring a purchase on a new device

Open Tonelva, go to Settings and choose Restore Purchases. Because there is no
account, the entitlement travels with the store account that bought it, so sign in
with the same Apple ID or Google account. A purchase does not transfer between
platforms — an iOS subscription does not unlock the Android app.

## Your readings do not move with you

This is the single most common surprise and it is worth reading before it matters.
Tonelva has no account and no cloud, so your history lives on that one device. It does
not appear automatically on a new phone, and we cannot recover it for you, because we
never had a copy.

There are two ways to protect it, and both take a minute. Turn on Apple Health sync, in
which case your readings live in Health as well and follow your Apple account to a new
device. Or use the export in Settings and keep the file somewhere you control. If you
have already lost a device with no export, no Health sync and no system backup, that
history is gone and there is nothing we can retrieve — we would rather tell you here
than in a reply afterwards.

## Reminders are not arriving

Reminders are scheduled locally by your phone, so when they fail it is nearly always
the operating system rather than the app. Check that notification permission is granted
for Tonelva in your system settings, and that Lock Screen and Banners are enabled and
not only the badge. Check whether a Focus or Do Not Disturb mode covers the time you
set. Check that Low Power Mode is off, since it delays background delivery.

There is also a limit worth knowing about: iOS caps the number of pending scheduled
notifications an app may hold. If you set several medication reminders across many
weekdays you can reach that ceiling, and Tonelva tells you when you do rather than
silently dropping the extras. If you are near it, reducing the number of separate
reminder times is more reliable than adding more.

## Reporting a bug

The useful report says what you expected, what happened instead, and enough detail to
reproduce it. What helps most for Tonelva is your operating system version, your device
model, the app version from the Settings screen, and the exact readings involved if a
category or an average looked wrong. Screenshots are welcome, and a couple of sentences
is plenty.

Classification complaints get priority. If a reading was labelled differently from what
you expected, tell us the numbers and which scale you had selected. Sometimes the answer
is that you were comparing against the other guideline, which genuinely disagrees.
Sometimes it is our bug, and in that case we want to know today.

## Before you email: three things worth checking

Most messages we receive come down to one of three things, and checking them yourself is
faster than waiting for us.

The first is a category you did not expect. Check which reference scale is selected in
Settings. The American and European guidelines genuinely disagree — 135/85 is stage 1
hypertension under one and high-normal under the other — so switching the scale changes
the label without anything being wrong. The
[category checker](https://tonelva.com/tools/blood-pressure-category-checker/) shows both at
once if you want to see the difference directly.

The second is an average that looks higher or lower than you expected. The seven-day
protocol deliberately discards day one before averaging, because first-day readings run
high, so the app's average will not match a straight mean of everything you entered.
That is the guideline behaviour rather than a bug, and the
[average calculator](https://tonelva.com/tools/blood-pressure-average-calculator/) shows the
same arithmetic step by step.

The third is readings appearing twice. That is nearly always Apple Health sync
importing something the app already had, or two devices writing to Health. Imported
readings are never mirrored back out, so turning sync off and on will not duplicate
anything further, and deleting one copy is safe.

## Feature requests

Send them. We keep a list and a fair amount of what has shipped came from it, usually
from people managing this daily rather than from anyone testing indoors. The most useful
request describes the situation rather than the solution: telling us that you could not
read the chart without your glasses is more actionable than telling us to add a setting,
because the setting might not be the right fix.

## Corrections

If something we publish is wrong — an article, a tool, or a claim on a comparison page —
tell us what is wrong and, where you can, what the correct version is. Guidelines are
revised, and a page that was accurate when written can quietly fall behind. We fix
errors and note that a page has been corrected rather than editing silently. Clinicians
and developers of the apps we compare ourselves against are especially welcome to write
in.

## Accessibility

This matters more here than on most sites. If anything in the app or on this site fails
with a screen reader, at a larger text size, with reduced motion, or simply because the
contrast is too low to read comfortably, that is a bug and we want the report. The whole
design is built around an audience that is largely over fifty, so a legibility problem
is a functional problem rather than a preference.

## Data and privacy requests

Requests to access or delete data go to the same address. In practice there is almost
nothing to request: the app has no accounts and stores everything on your device, so
deleting a reading deletes it and deleting the app deletes all of it. The detail is in
the [privacy policy](https://tonelva.com/privacy/), which is written to be read.

## What happens to your email

It goes to a mailbox a person reads. We do not run it through a support platform, we do
not add you to a mailing list, and we use the address only to reply. If your message
leads to a change, we will tell you when it ships rather than leaving you wondering. If
we cannot help, we will say so plainly instead of going quiet. We reply in English; if
that is not comfortable, write in your own language and we will manage.

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