Support
Write to us at support@olace.app. One person reads that inbox, so tell us what you were doing and what happened, and you will get a real answer rather than a ticket number.
1. Getting help
Email support@olace.app with the address on your account, or use Report an issue in the app under Settings, then Help & Feedback. We aim to reply within two business days. Include the platform you are on, whether the AI you were using was local, paired or cloud, and roughly when it happened. If something failed with a message on screen, the exact wording of that message is usually the fastest route to a fix.
2. Before you write
A lot of questions are already answered in the docs, and the answer arrives sooner than an email would:
- Frequently asked questions, covering what runs locally, what needs an account, and what the paid plans change.
- The full documentation, including pairing, the Olace Bridge, the command line, and running the daemon on a headless machine.
- Hardware guidance, if a model is slow, will not load, or runs out of memory.
3. Billing and refunds
Manage a subscription at olace.app/billing. Our refund policy explains the 14-day window and who to ask, which depends on where you bought: purchases made inside the iPhone or Android apps are handled by Apple and Google, and everything else by us. For anything billing related that the policy does not answer, email us and we will sort it out.
4. Your account and your data
You can delete your account and everything in it from the app at any time; olace.app/account-deletion explains how, and what we keep. Our privacy policy sets out what we hold and what we cannot read: conversations synced to the cloud are encrypted on your device, so we are not able to read them even when asked.
5. Reporting a problem with AI output
If a model produces something harmful, illegal, or otherwise wrong to show a person, choose Report response from the actions under that response in the app. The report reaches us with the text of the response. You can also report it to support@olace.app and we will look into it. Tell us which model produced it and what you asked for. Reports about cloud models help us tune the guardrails. Models you run on your own computer are yours to choose and yours to control, so there we can advise but not intervene.
6. Security
If you believe you have found a vulnerability, email support@olace.app with the subject line Security, and please give us a chance to fix it before publishing. We will credit you if you would like us to.