A LITTLE HELP, WHEN YOU NEED IT
Let’s find
a way forward.
A question about NELRO? A sound that won’t play? We’re here to help you get back to your moment.
Talk to us.
For app support, membership questions or privacy requests, email us at:
hello@nelro.appTell us what happened and which device you’re using. A screenshot can help. Please leave out passwords, sign-in links and payment details.
A FEW QUICK ANSWERS
Before you write.
I’m having trouble signing in.
Use the same sign-in method and account you used when you joined NELRO. If you requested an email link, check your spam folder and open the most recent link on the device where you want to use the app. If it has expired, request a new one. Still stuck? Email us.
My session won’t load or play.
NELRO loads audio when you choose a session, so you’ll need an internet connection. Check your connection, volume and audio output, then try the session again. If the problem continues, send us the session name, your device model and what you see on screen.
I paid for Premium, but it’s still locked.
Sign in with your original NELRO account. For an Apple purchase, make sure your device uses the Apple Account that made the purchase, then choose Restore Purchases on the Premium screen. Contact us if your access isn’t restored.
How do I manage or cancel my membership?
If you subscribed through Apple, open your Apple subscriptions, or go to iPhone Settings → your name → Subscriptions → NELRO. If you subscribed on the website, use the management link in your receipt or email us for help. Deleting the app does not cancel a membership.
How do I request a refund?
For purchases billed by Apple, request a refund at Apple’s Report a Problem page. For a website purchase, email us with the account email and receipt reference. Please don’t include card details.
I have an account or privacy request.
Email hello@nelro.app for help with your account, access to your data or a deletion request. We may need to verify ownership before making changes to protect your account.