Support

One person makes Fihris and one person answers the email. Write to:

Expect a reply within three business days.

What to include #

The more of this you can give, the faster this goes:

What you were doing — the screen you were on and the last thing you tapped.
What happened, and what you expected instead.
Your device and iOS version (Settings ▸ General ▸ About).
The Fihris version (Settings ▸ About, at the bottom).
A screenshot, if the problem is something you can see.
For anything about a purchase, your App Store transaction identifier — see below.

Please do not send us a paper, a PDF or your notes. We do not need them, and Fihris is built so that we never have them.

Common questions #

Most answers are on the FAQ. The ones people write in about most often:

Restoring a purchase #

If you bought Fihris Pro, a subscription or credits and a new device does not show them:

Make sure the device is signed in to the same Apple Account you bought with.
In Fihris, open Settings ▸ Fihris Pro.
Tap Restore purchases.

It works without buying anything, and it restores Fihris Pro, the Fihris Intelligence subscription and any credit top-ups. You never pay twice.

If it still does not appear, email us with your transaction identifier and the Apple Account email you purchased with (we cannot see it — Apple does not give it to us).

Finding your App Store transaction identifier #

Two places:

Apple's purchase confirmation email, under the Fihris line.
In the app: Settings ▸ AI ▸ Fihris Intelligence.

It is the only way we can find your subscription, because Fihris has no account.

Deleting the data we hold #

There are two pieces of data about your use of Fihris Intelligence, in two different places, and we can only delete one of them. Both are described in full in the privacy policy.

What we hold, and can delete: the ledger. An opaque install identifier, the App Attest key registered to your install, your App Store transaction identifier, your billing period and allowance usage, any credit top-ups and what is left of them, per-hour and per-day credit totals, daily request and refusal counts, and your subscription's status as Apple last reported it. No question, no excerpt, no answer, no paper title, and no per-request record of what you asked.

What Cloudflare holds, and we cannot delete line by line: operational logs. One technical line per request — time, install identifier, transaction identifier, task type, model, token counts, duration, success or refusal, and the automated scope check's true/false result — written into Cloudflare's own logging systems so the service can be operated at all. It never contains your question, your excerpts or the answer. Those lines are retained under Cloudflare's storage and retention limits, not ours, and age out on Cloudflare's schedule.

Everything else — your Library, PDFs, notes and highlights — never left your device or your own iCloud, so there is nothing else for us to delete.

To have your ledger rows deleted, or to get a copy of them or have them corrected:

Email support@fihris.app with the subject "Data request" and your App Store transaction identifier.

We will delete the ledger rows and confirm when it is done. We will also tell you plainly that the Cloudflare log lines are not individually deletable by us and will expire on Cloudflare's retention schedule — we would rather say that than claim a power over someone else's log store that we do not have. If you need a firmer answer for a formal request, say so and we will go back to Cloudflare about it.

Deleting the ledger does not cancel your subscription — cancel that through Apple — and it does not touch anything on your device.

To clear the log Fihris keeps on your device of what was sent where, open Settings ▸ AI ▸ Sent to your account and tap Clear log. That log never leaves your device in the first place.

Reporting a refusal you disagree with #

Fihris Intelligence answers questions about the papers in your Library. When it decides a question falls outside that, it replies with one fixed sentence:

I can only help with questions about the papers in your library.

That request is never charged. But the check is not perfect, and a real research question that gets refused is a bug we want to fix.

We cannot see your question — the relay stores nothing — so we can only act on what you tell us. Email support@fihris.app with the subject "Out-of-scope refusal" and include:

the question you asked, in your own words (paste it if you still have it);
roughly what the papers were about;
the approximate date and time, and your transaction identifier, so we can match it to the refusal count.

Refusals are counted. If enough of them pile up in a day, the subscription is slowed down for 24 hours as an anti-abuse measure, and three such days suspend relay access until you write in. If that happened to you and you believe it was wrong, say so in the same email — we will look at the counts and lift it. Your Library, your notes and the rest of the app are never affected by any of this.

Bugs and feature requests #

Send them to the same address. Tell us what you were trying to do, not only what broke — the underlying goal is usually the more useful half.

Press and other enquiries #

See the press page.

Deleting the billing ledger.