Help with our products

01Before you write

A few details let us reproduce a problem on the first attempt instead of the third:

• the name of the application and its version number (usually under Settings → About);
• your device model and operating system version;
• what you expected to happen, and what happened instead;
• the steps that lead to it, and roughly when it started;
• a screenshot or short screen recording, if the problem is visible.

Please do not send passwords, payment card numbers or other credentials. We will never ask for them.

02Accounts and sign-in

If you cannot sign in, first confirm you are using the same method you registered with — an email and password, or a third-party sign-in such as Apple or Google. Password resets are sent to the address on the account; check the spam folder before writing to us.

If you no longer have access to that email address, write to ketoan.mongroup@gmail.com from any address and tell us which application and which account is affected. We will ask a few questions to verify ownership before making a change.

03Subscriptions, billing and refunds

Purchases made inside our iOS applications are handled by Apple. To view, change or cancel a subscription, open Settings → [your name] → Subscriptions on your iPhone or iPad. Cancelling stops the next renewal; access continues until the end of the period you have already paid for.

Refunds for App Store purchases are issued by Apple under its own policy, at reportaproblem.apple.com. On Android, subscriptions and refunds are managed in the Google Play Store.

If you were charged for something you did not expect, or a purchase did not unlock, write to us with the store receipt and we will help you sort it out.

04Bugs and crashes

Before reporting, it is worth checking that you are on the latest version of the application and of your operating system — a large share of reports are already fixed in an update waiting to be installed.

If it persists, send us the details listed in section 1. Confirmed bugs go into the next release; if one blocks your work, tell us and we will look at a faster fix.

05Feature requests

We read every request. The most useful ones describe the problem rather than the solution — what you are trying to get done, how often, and what you do today instead. That tells us far more than a feature name, and it is how most of our best additions started.

06Privacy and data requests

To request a copy of your data, correct it, or delete your account, write to ketoan.mongroup@gmail.com from the email address on the account, naming the application concerned. We respond within 30 days and may need to verify your identity first.

Full details of what we collect and how long we keep it are in our Privacy Policy.

07Reporting a security issue

If you believe you have found a vulnerability in one of our products, write to ketoan.mongroup@gmail.com with enough detail for us to reproduce it. Please give us reasonable time to fix the issue before disclosing it publicly, and do not access or modify data that is not yours while testing.

We acknowledge reports within three business days and will keep you informed while we work on a fix.

08Business and partnership enquiries

For projects, partnerships, press or anything that is not product support, write to ketoan.mongroup@gmail.com.