Support

1. If you need help right now

Nobody at Moodella sees what you write, and writing to us is not the way to get help quickly. You're not alone, and this is something you can talk about. If you write certain words in the app, it shows helplines like these. They are free and confidential:

• Find A Helpline: findahelpline.com. Free, confidential helplines in your country.
• Emergency services: 112 or your local emergency number. If you are in danger right now, call your local emergency number. On most mobile phones 112 also connects.

Moodella is a journal, not a medical or health service. It doesn't diagnose anything, and its readings aren't professional advice. If things feel heavy, please reach out to someone you trust or to a professional.

2. How to reach us

Email is how to reach us: support@tendanto.com. Write to us, for example, about:

• A problem with the app. “Report a problem” in the app's Settings opens an email in your own mail app with the app version, your language and, if the app showed you one, an error code filled in. Nothing is sent until you press send.
• A purchase. Include the order number from Google Play's receipt email (it starts with “GPA.”): we have no account to look you up by.
• A security problem you've found in Moodella.
• Any other question, complaint or claim.

Please don't include what you wrote in your journal: we don't need it to help you. We keep your message for 12 months to answer you, as the Privacy Policy says.

3. Backing up your journal

Your journal is only on your phone, so a backup is the only way to get it back if the phone is lost, broken or reset. The top of the app's Settings shows when you last backed up, and the app reminds you if you never have.

• Google Drive backup: in Settings → Backup, turn on Google Drive backup. The app then backs up once a day when you open it, and “Back up now” does it straight away. The backup goes to a hidden folder in your own Google Drive that only Moodella can reach.
• Android device backup: turned on in your phone's own settings, not in Moodella. It needs Android 9 or later and a screen lock, and Moodella can't check whether it's on, so use it together with Drive backup or an export.
• Export: in Settings → Backup, export your journal to a file and keep it somewhere safe.

4. Moving to a new phone

• During the new phone's setup, choose your old phone's backup: Android brings Moodella's journal back with the app.
• Or, in Moodella on the new phone, choose “Restore from Google Drive”. The list shows each phone's backups by date and number of days. You can also choose “Import a backup file”.
• Already started a new journal? When you turn on Drive backup, the app finds your old phone's backup first and offers to add it. Nothing in your Drive is overwritten.
• Pro comes back by itself on a phone with the same Google Play account (see “Pro and subscriptions”).

5. Importing, and undoing an import

Importing a backup merges it with the journal on your phone: new days are added, identical days are skipped, and for days that differ you choose which version to keep. The app shows what will change before it changes anything, and “Undo last import” in Settings takes it back for 30 days, keeping any day you've changed since.

6. Your data and privacy

Your journal is only on your phone and in your backups. We never had it, so we can't recover it, show it or delete it for you. If it is lost without a backup, nobody can bring it back.

The app works the same when our server is down: nothing you need is kept there. The app only downloads notices and settings from it.

Apart from short-lived server and website logs (see the Privacy Policy), we may hold two things about you: emails you sent us and, if you bought Pro, your order. For a request about them, write to legal@tendanto.com. We answer within one month, free of charge; the Privacy Policy says when it can take longer.

The Privacy Policy explains what the app, our server and this website handle, and why.

7. Deleting your data

“Delete all data on this phone” in the app's Settings removes your journal from the phone. Delete your data shows how to remove your backups too, how to cancel Pro, and what we may hold about you.

8. Pro and subscriptions

• Restoring Pro. Pro belongs to your Google Play account. On a phone with the same account it comes back by itself; if it doesn't, tap “Restore purchases” in Settings or on the Pro page. It doesn't move to a different Google Play account, or to iPhone.
• Cancelling, a payment problem or a refund: Pro is managed in Google Play. Open Google Play's subscriptions to cancel it, fix a payment or ask for a refund.
• Deleting the app or its data doesn't cancel Pro. Cancel it in Google Play.
• Finding a purchase: we need its order number, which is on Google Play's receipt email and starts with “GPA.”.

Google Play's terms also apply to anything you buy through Google Play.

9. Questions

• Where is my data? On your phone. Everything you write is stored and processed only there, and none of it reaches us. If you turn on backup, a copy goes to your own Google account, which we can’t read. You can export your journal to a file or delete it at any time. The Privacy Policy has the details.
• What if I lose my phone? Your journal comes back from your backup. Android’s device backup and Moodella’s Google Drive backup both keep a copy in your own Google account. On a new phone, choose that backup while you set it up, or restore it in the app from Drive or from a file. Without a backup we can’t bring it back either: we never had it.
• Does the app talk to your server? Only to download a small file of notices and settings, the same for everyone. The request carries nothing about you, and never your journal. The app works without it.
• What if I don’t log a day? Nothing happens. An empty day is simply empty: no broken streaks, no penalties, no barrage of reminders. If it was yesterday, you can still add it today; an earlier day stays empty.
• Is Moodella a medical app? No. Moodella is a journal, not a medical or health service, and it doesn’t diagnose anything. If you write certain words, the app shows helplines.