Support
Last updated 17 October 2026
Write to support@aeterna-app.com. A person reads every message, and we aim to answer within two working days. Writing from the email address you sign in with helps us find your account.
Questions about your data go to privacy@aeterna-app.com.
If you are in crisis
Aeterna is not an emergency service, and its Companion is not a counsellor or a pastor. If you are in danger or thinking about ending your life, call your local emergency number now. When something you write in the app suggests you may be in danger, Aeterna shows a helpline for your country before anything else.
Signing in
The code did not arrive
There is no password: we email you a code each time you sign in. Look in your spam or promotions folder, and check the address for a typing mistake. After a short wait you can ask for a new code from the same screen. A code stops working after an hour.
I changed phones
Sign in with the same email address and your prayers, conversations and progress come back. They are kept with your account, not on the phone.
The Companion
The Companion's replies are written by AI and labelled as such. It can be wrong. It never writes Scripture itself: it points to a passage, and the text you read comes from a published translation. If a reply is unhelpful or inappropriate, tap Report this reply under it, or write to us. A report sends us that reply and your message just before it, and nothing else from the conversation. We look at every report within two days, and we can turn the Companion off for an account that uses it to abuse.
Subscriptions
Subscriptions are sold and billed by Apple, so Apple handles cancelling and refunds:
- To cancel, open Settings on your iPhone, tap your name, then Subscriptions. Cancel at least a day before the renewal date.
- For a refund, go to reportaproblem.apple.com. We cannot issue refunds for App Store purchases ourselves.
- New phone, or Premium missing? On the subscription screen, tap Restore purchases while signed in to the same Apple account.
Your data
- A copy of everything you wrote: in the app, Me → Export my data. We email you a file.
- Deleting your account: Me → Delete account, or see how to delete your account if you no longer have the app.
- Who can read your prayers: only you. Nobody at Aeterna can, including us. The Privacy Policy explains how.