Help and support
How does the Vault keep a no private?
Each of you opens your own side with your own PIN and answers privately. Ember only ever shows items you both answered yes or curious to. It never shows a no, never shows how far the other person has got and never shows counts that could hint at an answer. If there is no match, it can mean a no or simply not answered yet, and Ember never says which.
I forgot my Vault PIN
On your PIN screen, tap "Forgot my PIN". Your side is erased (your answers, your private notes and the desires you added) and you choose a new PIN. Your partner's answers, the shared notes and the shared list stay. Nobody can recover the old answers, including us: that is what keeps them private.
Too many wrong PINs and now I have to wait
After five wrong tries Ember asks you to wait, starting at 30 seconds and growing to an hour, so nobody can guess their way in. Closing the app does not reset the wait.
We got a new phone
Your rituals, decisions and appreciations come across with your phone's own backup (iCloud or Google). The Vault does not: its key never leaves the old phone, by design, so it starts empty on the new one.
Does one subscription cover both of us?
Yes, on the phone you use together, which is how Ember is meant to be used. If you also use Ember on a second phone, restore the purchase there with the same App Store or Google Play account that bought it.
Restore or cancel Ember Plus
Restore: Settings, then Restore purchases (or Restore purchases on the Ember Plus screen). Cancel or change plan: Settings, then Manage subscription, which opens your App Store or Google Play subscriptions. Cancel at least a day before renewal.
I have an access code for Ember Plus
Ember Plus can also be unlocked with an access code. Codes are used for app store reviewers, press and support. Redeem the code in the app and the Plus access applies to that phone. Redeeming links your phone's anonymous RevenueCat id to the code. No personal information is involved. If a code does not work, write to us with the code and your phone model.
Reminders
Settings, then Reminders. Ember sends at most two per ritual: three days before at 10:00 and at 10:00 on the day itself. Turn on discreet text if you would rather the lock screen kept to a plain reminder, such as "A reminder about this evening". If reminders never arrive, check that notifications are allowed for Ember in your phone's settings.
Erase everything
Open Settings, tap "Erase everything and start over" and confirm. Every ritual, decision and plan, the whole Vault and both PINs are deleted from the phone. Reminders are cancelled. There is no undo and we hold no copy. If your phone's own Google or iCloud backup includes Ember, that copy stays in your account until you remove it in your backup settings. Erasing does not cancel a subscription: do that under Manage subscription. The privacy policy has the full steps, including how to ask for RevenueCat's anonymous purchase record to be deleted.
Still stuck?
Write to support@novairedigital.com with your phone model and what happened. Please never send your PIN or anything from your Vault: we will never ask for it. See also the privacy policy and terms of use.