FAQ
Start with the issue that matches what you are experiencing. If the answer does not solve it, report a bug from inside the app or email support.
Access & Login Problems
I can't log in. What should I check first?
First, confirm the correct email and password, then refresh once and retry. If this still fails, use the support route and include your approximate login time and browser.
Why was trial access blocked on my network?
Trial guardrails can block high-risk shared networks such as VPN exits or large office/campus networks. Disable VPN/proxy and retry, or use manual signup if available.
What does 'recent authentication required' mean?
For sensitive account actions, you may need a fresh login check even when your normal session is still active.
Which browsers are currently supported best?
Latest Chrome, Safari, and Edge are supported, with priority testing on mobile Safari and Chrome Android.
Billing & Friends-and-Family
Can I cancel after starting paid access?
Yes. You can cancel before your next billing cycle. If you are unsure about your status, contact support and include the route and time of your last billing action.
How does friends-and-family discount progress work?
Discount progress is computed by backend policy and tracked deterministically. Support can confirm your current status if your in-app view looks inconsistent.
Checkout failed. What should I do?
Retry after a short delay, verify your payment method and browser, then report the failure with approximate time and screenshot so we can trace it quickly.
Maps, Journal & Performance
My map did not update after sending a message.
Refresh once, check connection quality, and retry with a shorter message. If it persists, submit a bug report with route, expected behavior, and screenshot.
Journal is slow or errors keep repeating.
Temporary spikes can happen. Retry after a short pause. If it repeats, include route + timestamp + browser in your report so we can correlate logs.
The interface looks broken on mobile.
Update your browser, reload, and disable aggressive content blockers for the app domain. If layout still breaks, attach a screenshot and device details.
Why did I get rate-limited while submitting?
Rate limits protect reliability and abuse resistance. Wait for the retry window, then submit again with a fresh captcha token when prompted.
Privacy, Security & Data Rights
Is my reflection content sold or used for ads?
No. Inner Atlas follows a privacy-first model and does not sell personal reflection data.
Is analytics tied to my personal identity?
Telemetry forwarding is designed to remain anonymous and session-scoped under the current platform policy.
Can I request data export or deletion?
Yes. Submit a support request for export or deletion. Include the account email and request type so we can process it safely.
Are support screenshots private?
Yes. Support attachments are stored in restricted storage and shared internally using controlled access links.
Safety Boundaries
Does Inner Atlas replace therapy or emergency services?
No. It is a self-reflection tool and not a substitute for licensed care or emergency response.
What should I do in an urgent mental health crisis?
Contact local emergency or crisis services immediately and seek direct human support.
Can I still use Inner Atlas alongside therapy?
Yes. Many users use it as a reflection companion between sessions, but treatment decisions should remain with qualified professionals.
Reporting Bugs & Getting Help
What should I include in a good bug report?
Include what happened, what you expected, optional reproduction steps, route, approximate time, device/browser, and a screenshot if possible.
How do I report a bug quickly?
Use the in-app question-mark support entry point and choose bug reporting. You can also email support@inneratlas.co.za if needed.
Will support always respond individually?
Not always. Every report is reviewed and triaged, but high-severity issues are prioritized first.
Where can I ask for product improvements?
Use the support feedback path and describe the problem and expected outcome. Feature requests are reviewed during launch iterations.