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Support

Need help with Koan? Here are the answers to the most common questions and the way to write to us.

If your life or someone else’s is in danger right now

Call the emergency number of the country you are in. Koan is here for you, but it doesn’t replace help from a professional or from emergency services.

In the app, on your profile, “Help now” has helplines with people ready to listen to you, by country: Uruguay, Argentina, Spain, Mexico, Chile, Colombia, Peru, the United States, the United Kingdom and Ireland. If you are in another country, Find A Helpline lists verified, free and confidential helplines in more than 175 countries.

Write to us

For any question or problem with Koan, write to us at:

support@koan-app.com Write an email

If it is about your account, write from the email you created it with. If it is about a charge, tell us which store you paid in (App Store or Google Play). Don’t send us your password: we don’t need it.

The steps on this page are for version 1.1 of the app. In an earlier version, some options may be missing or have a different name.

Your account

How old do I need to be to use Koan?

13 or older. When you create your account, the app asks for your date of birth and does not let anyone under 13 sign up.

How do I delete my account?

From the app: on your profile, tap “Delete my account” and enter your password to confirm. Before that, the app shows you what happens to your subscription. The account is deleted right away.

Without the app: ask for it on the page to delete your account. We send you an email to confirm the account is yours: the link expires in 48 hours and, without that confirmation, nothing is deleted. Once you confirm, we delete it within the next 30 days; until then you can cancel it with the link in the email.

Your conversations and saved phrases, what Koan remembers about you, your photo and your personal data are deleted for good. This can’t be undone.

What happens to my subscription if I delete my account?

If you pay for Premium with Google Play, we cancel the renewal when we delete your account: you won’t be charged again, and what you already paid is not refunded. If you pay with the App Store, Apple doesn’t let us cancel it, so deleting your account doesn’t cancel it: cancel it yourself on your iPhone, in Settings › your name › Subscriptions.

I forgot my password

On the log in screen, tap “Forgot your password?” and enter your account’s email. If there is an account with that email, we send you a 6-digit code to create a new password. If it doesn’t arrive, check your spam folder too.

Your subscription

How do I cancel or manage my subscription?

Your subscription is charged and cancelled in the store where you bought it. From the app: on your profile, below your plan, tap “Manage subscription” and that store opens. You can also do it directly in the store:

If you cancel it, it stops renewing and you keep Premium until the end of the period you already paid for: your profile shows the day it ends.

I paid and don’t have Premium: how do I restore my purchase?

On your profile, below your plan, tap “See plans” and then “Restore purchases”. Do it with the same store account you paid with. If the purchase belongs to another Koan account, log in with that account to use it.

Using Koan

How do I change the language?

On your profile, under “Language”, choose Español or English. The app changes right away. If you never chose one, the app uses your phone’s language: English if your phone is in English and Spanish otherwise.

Can I choose how Koan answers me?

Yes, on your profile, in “How Koan talks to you”. You can choose the length of the answers (Short, Balanced or Detailed), the tone (Warm, Direct or Reflective), whether it ends with a question (Always, Sometimes or Never) and what Koan should call you. With the app in Spanish, you can also choose whether it addresses you as «tú» or «vos». It applies from your next message, typed or spoken. On sensitive topics, Koan may answer at more length or ask how you’re doing, even if you chose otherwise.

How do I save a phrase from Koan?

In the chat, touch and hold one of Koan’s answers and tap “Save phrase”. You can choose what to save and edit it before saving it. Your phrases are on your profile, in “Your phrases”: from there you can go to the chat each one came from or delete it. You can save up to 500.

Your privacy

What data we keep, what for and for how long is in the Privacy policy; the rules for using Koan, in the Terms and conditions. You can delete any chat whenever you want: in “Your chats”, open the chat’s options and tap “Delete chat”. Each phrase is deleted from “Your phrases”.