Help and support

Avelora Studios

If you cannot find an answer below, write to support@avelora.world and we will get back to you as soon as we can.

Contact us

Email support@avelora.world. It helps if you include:

  • what happened, and what you expected instead;
  • your device and iOS version;
  • your support code, if you have one. Open Profile → Support code in the app. The code lets us find your reader data without needing your name or email address.

Getting started

Do I need an account?
No. Avelora works without one. You can read, listen and subscribe without signing in. Signing in lets you carry your progress to another device.

How do I start a story?
Open Explore, pick a story and tap Read or Listen. Every story opens with free episodes. When you reach the end of them, Unlimited opens the rest.

Can I listen instead of reading?
Yes. Our stories are narrated. Tap Listen on any story, or the Listen control in the reader. The reader and the narration share one position, so you can switch at any point and carry on where you were. Audio keeps playing with the screen off.

Subscriptions and billing

What is Unlimited?
A subscription that opens every story and every episode in the catalogue. It is offered weekly or yearly. The price in your currency is shown on the subscription screen before you buy, and it is set for your region by the App Store.

How am I billed?
Through your Apple ID. A subscription renews automatically at the end of each period until you cancel it. Apple charges you, sends your receipt, and handles refunds.

How do I cancel?
Cancelling is done through Apple, not inside Avelora:

  1. Open the Settings app on your iPhone.
  2. Tap your name at the top.
  3. Tap Subscriptions.
  4. Tap Avelora, then Cancel Subscription.

You can also open Profile → Manage subscription in Avelora, which takes you to the same place. You keep access until the end of the period you have already paid for. Cancelling stops the next renewal; it does not refund the current one.

I want a refund.
Refunds are handled by Apple. Go to reportaproblem.apple.com, sign in with your Apple ID, find the purchase and choose the refund option. We cannot issue App Store refunds ourselves, but write to us if something in the app went wrong and we will help.

I subscribed but Avelora still says I am not subscribed.
Open the subscription screen and tap Restore Purchases. That asks the App Store for the subscriptions on your Apple ID and restores what it finds. If you subscribed with a different Apple ID, sign in to that one on the device and try again. If it still does not work, write to us with your support code.

Can I use my subscription on another device?
Yes. Sign in on both devices, or use Restore Purchases on the second device while signed in to the same Apple ID.

Reading and listening

Where did my place go?
Your position is saved for each episode and syncs when you are online. If you read offline, it catches up the next time the app reaches us.

Can I change the text size?
Yes. Open the display settings from the reader and adjust the type size and spacing.

A story has a problem, a typo or something worse.
Use Report in the reader, or write to us. Tell us the story and the episode.

Notifications

Notifications are optional and stay off until you turn them on. To change them, open the Settings app, find Avelora, and tap Notifications.

Your data and privacy

What do you collect?
The Privacy Policy lists it in full: a pseudonymous reader id and your reading preferences, your progress and activity, your purchase records, and, if you sign in, the identifier your provider returns.

How do I delete my data?
Two ways, and the web one works even if you no longer have the app:

  • In the app: open Profile → Account → Delete Account. This removes your reader data, progress and preferences straight away, and it cannot be undone.
  • On the web: use the deletion form. You will need your support code from Profile → Support code, so copy it before you delete the app. A web request is not carried out on the spot: it is a request we verify by hand, it starts a 72-hour cooling period during which you can tell us to stop, and it is completed within 30 days.

Either way, we keep purchase and subscription records in a pseudonymous form, because tax and refund law requires it; the Privacy Policy says for how long. Deleting your data does not cancel your subscription. Cancel that through Apple, as above.

How do I get a copy of my data?
Write to support@avelora.world from the address you want us to reply to, and include your support code.