Support — Relational Notes

What to tell us #

We will need you to tell us what happened. The more of this you can include, the better the chance of a real answer rather than a guess:

What you did, in the order you did it.
What you expected, and what happened instead.
Your device model and iOS or iPadOS version, from Settings → General → About.
The version of Relational, shown at the bottom of the app’s settings screen.
A screenshot, if the problem is something you can see.

Please do not send us the contents of your notes. We do not want them, and we cannot give you a good reason to trust an email with them. If a specific note is involved, describe it rather than pasting it.

Why we have to ask #

Most apps can look up what went wrong for you. We cannot, and it is for the reason you might have chosen this app in the first place:

We hold no account tied to what you write, so there is nobody for us to look up.
We have no copy of your notes, so we cannot open the thing that went wrong and look at it.
The app already reports which of our own screens it reached and sends crash and diagnostic reports. They are filed under identifiers Sentry makes on your phone rather than under you — two of the four identifiers the privacy page names. We cannot match one to you unless you send it to us, and the app does not yet show you yours, which is something we owe you rather than a design. What it reports is counts, timings and outcomes; it does not log the content of your notes, so it cannot tell us what you wrote.

Things worth knowing before you write #

Your notes are files you can open #

Relational keeps your notes as plain files in its folder in the Files app. If the app is misbehaving, your writing is still there, and you can copy that folder out. That is the first thing to do in any situation that feels like data loss.

Subscriptions are handled by Apple #

Billing, refunds and cancellation go through Apple, not through us. You can manage or cancel a subscription in Settings → your name → Subscriptions on your device, and request a refund at reportaproblem.apple.com. We cannot see your payment details or issue a refund on Apple’s behalf, though we are happy to help you work out what to ask for.

If you stop paying, you keep your notes #

Lapsing puts the app in a read-only state. You can still open everything you have written, and you can still export it as plain text. Being locked out of your own memories is not something we are willing to do.

Reporting a privacy or security problem #

Write to contact@relationalnotes.com with security in the subject. If you have found something that makes any sentence on the privacy page untrue, that is the most valuable message we can receive, and we would rather hear it from you than read it somewhere else.