Support
We’re here to help
Questions about your account, a plan, or your children’s settings? Start here, or write to us.
How to reach us
Email support@truenorthfamily.ai. Tell us what happened and whether you were on iPhone or the website, and we’ll get back to you as soon as we can.
Plans and billing
An account can hold one paid plan at a time. Manage or cancel it where you bought it. Children cannot make purchases, and a child’s usage comes from the parent’s balance.
On iPhone
Plans and credit packs in the iPhone app are bought through Apple’s App Store and charged to your Apple Account. Manage or cancel a subscription in your Apple Account settings (on your device: Settings → your name → Subscriptions), or on Apple’s subscriptions page. Refunds for App Store purchases are handled by Apple, at reportaproblem.apple.com; we cannot issue App Store refunds ourselves.
On the website
Payments on our website are processed by Stripe, our payment processor: you pay by card, and we never see or store your full card number. At launch, website purchases are available in the United States only; your billing page shows what you can buy there.
A plan bought on the website renews each month until you cancel. You can cancel at any time from your billing page; you keep the plan until the end of the period you already paid for.
Refunds
For a website purchase, email support@truenorthfamily.ai. We don’t refund partial months. If you were charged in error (for example, charged twice, or charged after you cancelled), we refund that charge. Other refund requests, including for unused credit packs, are handled case by case.
The full details are in section 5 of our Terms.
Deleting your account
You can delete your account yourself: in Settings, choose Delete Account. This permanently deletes your account, your children’s accounts, and all chats, gems, memories, attachments and generated images. It can’t be undone, so consider downloading your data first (Settings has a link for that).
Deleting your account cancels a subscription you bought on our website straight away, so it is not charged again. It does not cancel a subscription bought in the App Store: cancel that in your Apple Account settings.
If another adult is a member of your account, they need to be removed first; email us and we’ll help. You can also ask us by email to delete your account, as our Privacy Policy describes. Deleted data may stay in backups for a limited period before those backups age out.
Children and family settings
These guides explain how you stay involved and how to choose settings for each child:
For an overview of what True North offers families, see True North for families.
Privacy and safety
Our Privacy Policy explains what we keep and why, and our Terms cover plans, purchases and acceptable use.
Product guides
Step-by-step guides to Multi Chat, Memory, Sharing & Gems and the family features are at truenorthfamily.ai/docs. You can read them without an account.