Email [email protected]. A real person reads it. We aim to reply within two business days.
It speeds things up if you include your device and OS version, the app version (Settings → About), and what you expected to happen versus what happened. If you are reporting something that involves your personal data, do not paste sensitive details into the email — just tell us what happened and we will take it from there.
If you need urgent help
If you need help right now
Prelua is not a crisis service and no one is monitoring it for emergencies. If you are thinking about harming yourself, or you are in danger, contact one of these instead.
Outside the United States, contact your local emergency number or a crisis line in your country.
About the app
What does Prelua actually do?
Most wellness apps are a content library — you open them, you browse, you pick something. Prelua starts from a quick check-in: how you feel and what’s driving it. Today re-sorts around it, every suggestion says why it’s there, and Talk it out picks up from the same check-in. A layer that reaches out before a hard moment is in development and not live yet.
Is it available yet?
Not on the App Store yet. Prelua is in public beta on iOS through TestFlight. Android follows later.
Join the beta from your iPhone.
Is Prelua a therapist?
No. Talk it out is an AI feature grounded in your own data, and it is explicitly not therapy, not a clinician, and not confidential in the way a conversation with a clinician is. Every message is screened for crisis language first, and anything that trips that screen gets resources rather than coaching. If you need care, please see a professional.
Do I need an account?
No. You can use Prelua anonymously and even try Talk it out for 5 messages without signing up. Be aware that an anonymous history cannot be recovered if you reinstall or change device without linking an Apple or Google account first — we have no way to prove it was yours.
Why does it ask for my birth year?
To apply a 13+ age gate, and to switch on additional protections for users under 18 — including permanently excluding their data from the cross-user pattern learning that improves predictions for everyone else.
Billing and subscriptions
What does it cost?
A free tier with daily check-ins, the adaptive feed and 5 messages a day in Talk it out. A paid subscription, monthly or yearly, unlocks unlimited Talk it out. Prices are set at launch and shown in the app before you pay; the price shown at purchase is the one that applies.
How do I cancel?
In your Apple or Google account subscription settings — not in Prelua. We do not process the payment, so we cannot cancel it for you. Deleting the app does not cancel a subscription and billing continues until you cancel it at the store.
Can I get a refund?
Refunds are handled by the store you bought through, under their policy. Email us anyway if something went wrong — we will point you at the right form and, where it is our fault, say so to the store.
Your data
How do I delete my account and data?
In the app: Settings → Account → Delete Account. Or email us. Full detail, including what is removed and how long it takes, is on
Delete your account.
Do you sell my data?
No. We do not sell personal information and we do not share it for anyone’s advertising. There are no advertising SDKs in the app. The full picture is in the
Privacy Policy.
Where do my messages go?
They leave your device and are processed by our third-party AI inference provider to generate a reply and to run the safety screen. That is set out in section 7 of the
Privacy Policy. Please do not put information in chat that you would not want stored on a server.
Can I get a copy of my data?
Yes — data export is in the app under Settings, for signed-in accounts. If you cannot reach it, email
[email protected].
Technical
Notifications are not arriving.
Check that notifications are enabled for Prelua in your device settings, that quiet hours in the app are not covering the time you expect, and that the daily cap has not already been reached. Prelua also skips a reminder if you have already checked in that day — that is intentional. If none of that explains it, email us with your device model and OS version.
Sign-in with Apple or Google fails.
Confirm you are online, then try again after fully closing the app. If it persists, tell us which provider, the exact error text, and your OS version.
Health data is not showing up.
Health integration is optional and off until you grant it. Check your device Health settings and confirm Prelua has read access to heart rate, HRV and sleep. Revoking access stops future reads; it does not remove data already collected — delete your account or contact us for that.
Reporting a security issue
If you believe you have found a vulnerability, email
[email protected] with the subject line “Security”. Please give us a reasonable window to fix it before disclosing publicly, and do not access or modify data belonging to anyone else while testing.
