Support

Something not working the way you expected? Let's start here.

Account and access

The sign-in email never arrives

Check your spam or promotions folder first. If it isn't there, wait a minute and request it again: the previous code stops working as soon as you ask for a new one. If it still doesn't arrive, write to us with the exact address you're using.

I signed in with Google (or Apple) and can't find my things

Each sign-in method creates a separate account if the email is different. Check which method you used the first time — that's the one with your favourites and your prayers. If you ended up with two accounts and want them merged, write to us.

Changing my name or my picture

Account tab → tap your picture. You can pick one of our illustrations or upload your own.

Signing out or deleting the account

Sign out is in Account. To delete it for good, see Delete your account.

Premium subscription

I paid and the content is still locked

Open the paywall from Account and tap Restore purchases. That re-reads the store receipt and unlocks what it should. Make sure you're on the same App Store or Google Play account you bought with. If it still doesn't show up, write to us with the purchase receipt.

How do I cancel

Cancelling is done in the store, not in the app:

• iPhone / iPad: Settings → your name → Subscriptions → Hosanna → Cancel.
• Android: Google Play → your profile picture → Payments and subscriptions → Subscriptions → Hosanna → Cancel.

Cancel at least 24 hours before the period ends and you'll keep access until the date you already paid for.

I changed phones

Sign in with the same Hosanna account and tap Restore purchases. Your favourites, prayers and streak travel with your account, not with the phone.

I want a refund

Refunds are handled by the store you bought from: on iOS, reportaproblem.apple.com; on Android, from your Google Play order history. Tell us what happened anyway, so we can fix it for next time.

Using the app

The music cuts out or stops when the screen is off

Check that the phone isn't in battery saver mode and that Hosanna is allowed to play in the background. On Android, some manufacturers close background apps aggressively: find Hosanna in the battery settings and set it to "unrestricted".

I'm not getting notifications

Make sure they're switched on in your phone's settings, under Hosanna. If you declined them at the start, you have to enable them from there: the system won't ask again.

I hit the chapter or chat message limit

The free plan has a daily cap: 10 Bible chapters and a limited number of chat messages. It resets the next day. With Premium there's no cap.

I found a mistake in a verse, a devotional or a song

Please tell us. Let us know where you saw it and what it says, and we'll fix it. It's the kind of message that helps us most.

The chat answered something strange

The answers are generated by an automated model and it sometimes gets things wrong. That's why we always show the references: read them in the Bible. If it gave you a clearly wrong answer, send us the screenshot.

Privacy and data

What data we keep and what for is in the Privacy policy. To request a copy of your data, correct it or delete it, write to hello@startnode.com from the email address on your account.