PositiveAI® Support

Orb SupportWelcome to Orb support! We're here to help you get the most out of your journey.⸻Quick Links📧 Email Support: [email protected]
🔒 Privacy Policy: https://privacy.positiveai.co.uk
📜 Terms of Service: https://www.apple.com/legal/internet-services/itunes/dev/stdeula/⸻Frequently Asked QuestionsGetting StartedQ: How do I start using Orb?
A: When you first open Orb, you'll be guided through an onboarding process where you'll set up your morning anchor and begin your journey. No account is required to start—we create an anonymous account automatically to protect your privacy.Q: What are anchors?
A: Anchors are daily habits that ground your routine. You'll start with a morning anchor on Day 1, and add an evening anchor on Day 8. These create the foundation of your practice.Q: What is the orb?
A: The orb is your visual companion that reflects your progress and energy. Watch it grow and evolve as you maintain your streak and complete your anchors.⸻Accounts & PrivacyQ: Do I need to create an account?
A: No! You can use Orb anonymously. However, creating a full account (with Sign in with Apple or Google) allows you to:
• Sync your data across devices
• Access cloud backup
• Subscribe to Premium features (requires full account)Q: Is my data private?
A: Yes. We take privacy seriously:
• Anonymous by default—no personal data required
• All data encrypted in transit and at rest
• We never sell your information
• Full details in our Privacy PolicyQ: How do I upgrade from anonymous to a full account?
A: Go to Settings → Account, and tap "Create Account". You can sign in with Apple or Google to preserve your existing progress.Q: How do I delete my account?
A: Contact us at [email protected] with your request, and we'll delete all your data within 30 days.⸻SubscriptionsQ: What subscription tiers are available?
A: Orb offers two subscription tiers:• Standard (£5.99/month or £59.99/year)
• Beautiful orb visualization
• Fusion matching with partners
• Progress stats and tracking
• Mood tracking• Premium AI Coaching (£8.99/month or £89.99/year)
• Everything in Standard
• AI chat support powered by Claude
• AI insights & memory
• Personalized guidanceQ: Can I try Premium before subscribing?
A: Premium features require an active subscription. You can subscribe at any time through the in-app paywall and cancel anytime through your Apple ID settings.Q: How do I cancel my subscription?
A: Subscriptions are managed through Apple:
1. Open Settings on your iPhone/iPad
2. Tap your name at the top
3. Tap Subscriptions
4. Select Orb
5. Tap Cancel SubscriptionYour subscription will remain active until the end of the current billing period.Q: How do I restore my purchases?
A: If you've subscribed but the app isn't recognizing it:
1. Open the subscription screen in Orb
2. Tap Restore Purchases at the bottom
3. Wait for the process to completeIf issues persist, contact [email protected]Q: Why does Premium require a full account?
A: Premium features like AI chat require cloud synchronization and secure data storage. Creating a full account ensures your conversations and insights are safely backed up.⸻Streaks & ProgressQ: How do streaks work?
A: Your streak starts on Day 1 and grows as you complete your daily anchors:
• Days 1-7: Morning anchor only
• Day 8+: Morning and evening anchors
• Missing both anchors in a day resets your streak to Day 1Q: What happens if I miss an anchor?
A: If you miss one anchor but complete the other, your progress continues. If you miss both anchors in a day, your streak resets to Day 1, but you keep all your historical data and insights.Q: Can I change my anchor times?
A: Yes! Go to Settings → Notifications to adjust your morning and evening anchor reminder times.⸻Premium AI CoachingQ: How does AI coaching work?
A: Premium subscribers can chat with an AI coach powered by Anthropic's Claude. The AI provides:
• Personalized guidance and insights
• Support for challenges and setbacks
• Remembers context from previous conversations
• Available 24/7Q: Is my chat data private?
A: Yes. Your messages are:
• Encrypted in transit and at rest
• Stored securely in Firebase
• Processed by Anthropic Claude (see their privacy policy)
• Never shared with other users
• Deleted when you delete your accountQ: Can the AI coach replace therapy or medical advice?
A: No. The AI coach is a supportive tool for motivation and guidance, but it is not a substitute for professional medical advice, diagnosis, or treatment. If you're experiencing mental health challenges, please consult a qualified healthcare provider.⸻NotificationsQ: How do I enable notifications?
A: Go to Settings → Notifications and enable:
• Morning anchor reminders
• Evening anchor reminders
• Adjust the times to fit your scheduleYou can also manage notification permissions in your device Settings → Notifications → Orb.Q: Why am I not receiving notifications?
A: Check the following:
1. Notifications are enabled in device Settings → Notifications → Orb
2. Do Not Disturb is not blocking Orb
3. You've set anchor times in Settings → Notifications
4. Your device has an active internet connectionIf issues persist, try:
• Force-closing and reopening the app
• Restarting your device
• Reinstalling the app (your data will be preserved if you have a full account)⸻Mood TrackingQ: How does mood tracking work?
A: Throughout your day, Orb will prompt you to check in with your emotional state. This data helps you:
• Identify patterns in your emotional journey
• See correlations with your anchor practices
• Track long-term emotional progressQ: Where can I see my mood history?
A: Go to the Stats tab to view your mood trends over time, including daily, weekly, and monthly patterns.⸻Technical IssuesQ: The app is crashing or freezing
A: Try these steps:
1. Force-close the app and reopen it
2. Restart your device
3. Check for app updates in the App Store
4. Ensure you have iOS 15.0 or later
5. Free up device storage if lowIf the problem persists, contact [email protected] with:
• Your device model and iOS version
• When the issue occurs
• Any error messages you seeQ: My data isn't syncing across devices
A: Data syncing requires a full account (not anonymous). If you have a full account:
1. Check your internet connection
2. Ensure you're signed in with the same account on both devices
3. Force-close and reopen the app
4. Contact support if issues continueQ: The orb visualization isn't displaying correctly
A: Try:
1. Force-closing and reopening the app
2. Restarting your device
3. Checking for app updatesIf the visual glitch persists, please email [email protected] with a screenshot.Q: I'm getting a "permission denied" error
A: This usually means:
• You're not signed in (anonymous or full account required)
• Your session has expired (try signing out and back in)
• Network connectivity issue (check your internet connection)Try signing out and back in from Settings → Account.⸻Billing & RefundsQ: How do I get a refund?
A: Subscriptions are processed through Apple. To request a refund:
1. Go to reportaproblem.apple.com
2. Sign in with your Apple ID
3. Find your Orb subscription purchase
4. Select "Request a refund" and follow the promptsApple typically processes refund requests within 48 hours.Q: Why was I charged twice?
A: Check your Apple ID purchase history to verify. If you see duplicate charges:
1. Contact Apple Support directly
2. Email us at [email protected] with your receiptQ: What happens if my subscription expires?
A: If your subscription expires:
• Standard features: You'll lose access to premium features but retain basic orb functionality
• Premium features: AI chat and advanced insights will be locked until you renewYour data is never deleted. You can resubscribe at any time to regain access.⸻Feedback & Feature RequestsQ: How can I suggest a new feature?
A: We'd love to hear from you! Email [email protected] with:
• Feature description
• How it would improve your experience
• Any specific use casesWe read every message and consider all feedback for future updates.Q: Where can I leave a review?
A: If you're enjoying Orb, please consider leaving a review on the App Store! It helps other users discover the app and supports our small team.⸻Still Need Help?If you couldn't find an answer to your question, we're here to help!📧 Email: [email protected]Please include:
• Your device model and iOS version
• A description of your issue
• Screenshots (if applicable)
• Steps to reproduce the problemWe typically respond within 24-48 hours (Monday-Friday).⸻System Requirements• iOS: 15.0 or later
• Devices: iPhone, iPad, iPod touch
• Internet: Required for account sync, Premium AI features, and Fusion
• Storage: Approximately 100-200MB⸻About OrbOrb is designed to help you build sustainable daily habits through beautiful visualization, meaningful tracking, and optional AI guidance. Our mission is to support your personal growth journey with tools that are simple, powerful, and respectful of your privacy.Developer: KUROMNIS LTD
Email: [email protected]
Version: Check Settings → About in the app⸻Thank you for being part of the Orb community! 🌟⸻