Capsoul Support

How do I contact Support?

Email support@capsoul.chat. Include the email address on your Capsoul account, the approximate time of the issue, your app version, and a non-sensitive capsule or transaction reference when relevant. Do not attach full receipts or credentials.

How do I send or open a Shared Capsoul?

To send, choose Shared in Create, add one to five intended recipients, confirm each address, choose a valid opening time no more than five calendar years away, review the memory, and seal it. One new Shared send uses exactly one Shared Capsoul; recipients receive and open it for free.

To open, sign in to the invited account, confirm that the scheduled time has arrived, and check network and notification access. If the Capsoul was sent to an unregistered email, registration must use that same normalized address. Group participants may receive privacy-safe opening-progress notifications.

Where can I see my Shared Capsoul balance?

Open Profile and the Shared Capsoul purchase or balance area. The displayed server balance is authoritative. If the app is offline or verification is pending, refresh after reconnecting. A reservation can temporarily reduce the available amount while a Shared upload is in progress.

How do one-time purchases work?

Where offered for your account and app release, one-time Consumables grant 6, 30, or 100 Shared Capsouls after StoreKit verification. Apple displays and charges the localized price. Packs do not renew. Keep Capsoul signed in to the account used for purchase while verification finishes.

How does membership work?

Where enabled, each verified monthly payment grants 10 Shared Capsouls and allows 10 Personal Capsouls in each UTC month while entitled. A verified annual payment grants 10 Shared immediately and 10 at each of 11 monthly anniversaries, totaling 120 per paid year, plus Unlimited monthly Personal while entitled. Unlimited monthly Personal is not unlimited media or storage.

Membership is rollout-gated and may not yet be offered to your account or release. It binds to the first Capsoul account on which Apple verification succeeds and cannot be transferred.

What does Restore Purchases do?

Restore Purchases asks Apple for eligible subscription or entitlement state. It does not grant a durably settled Consumable pack a second time. Capsoul separately checks unfinished StoreKit transactions and server settlement, so stay signed in and allow verification to finish before contacting Support.

How do refunds affect my balance?

Apple decides refund requests. When Apple reports a verified refund, available Shared Capsouls attributable to the transaction or paid period may be removed, later annual grants from a fully refunded period may stop, and an uncovered shortfall becomes a refund adjustment. Later purchases, grants, releases, or refund reversals settle the adjustment before increasing availability. A refund does not retract an already committed Shared Capsoul or remotely delete a delivered local document.

What can Capsoul recover for a Personal capsule?

Personal text and media stay in a local AES-256-GCM encrypted .capsoul document; Capsoul does not keep a cloud copy of the Personal payload. If the device, app data, encrypted document, account access, or required key material is lost, Support may not be able to recover it. Keep any user-managed encrypted export safe and do not send the file or key material to Support unless we provide a specific secure process.

How do I delete my Capsoul account?

Use Profile → Delete Account and complete verification. If you cannot access the app, email Support from the account address for verification steps. Deletion can remove the remaining Shared balance and stop future membership grants, and the app attempts local Personal cleanup after server deletion succeeds. Limited purchase, safety, dispute, fraud-prevention, or legal records may be retained as described in the Privacy Policy.

How do I cancel an Apple subscription?

Manage or cancel it separately through Apple’s subscription settings. Deleting the Capsoul account, deleting the app, or emailing Capsoul does not cancel an Apple subscription. If you plan to delete the Capsoul account, cancel through Apple first if needed.

How do I report abuse or block an account?

Use the actions on an eligible received Shared Capsoul to report content, choose the closest category, and add only details needed for review. Reporting and blocking are separate: you can also block during a report, from an eligible contact, or manage blocked accounts in Profile. A report does not guarantee a particular result; Capsoul may investigate and take proportionate action. Unblocking does not restore unavailable content.

Where are the full policies?

Read the Privacy Policy, Terms of Service, and Purchase & Preservation Policy. Product and lifecycle features that are unavailable or gated are not guaranteed until enabled for the relevant account and app release.