Support

Help with Metween and anything else from Wellbulous

We reply to every message, usually within 2 business days. Our support hours are Monday to Friday, 10:00–18:00 Hong Kong Time (GMT+8).

Whether something is broken, confusing, or you just have an idea — we want to hear it. Metween is a young app and a lot of what we build next comes straight from these emails.

Get help faster

When you write to us about a problem, it helps enormously if you include:

Your device model (for example, iPhone 15 Pro) and iOS version;
The Metween version number, shown in the app’s settings;
What you were doing when the problem happened, and what you expected instead;
A screenshot or screen recording, if you can — but please blur anything private first.

Please don’t send us the contents of your personal records. We don’t need them to help you, and we would rather they stayed private.

Common questions

Where is my data stored?

Everything you record in Metween is stored on your device. If you have iCloud turned on, it may also sync or back up through your own Apple account. We do not hold a copy on our servers and we cannot read your records.

Full details are in our Privacy Policy.

How do I delete my data?

You can delete individual people or records inside the app at any time. To remove everything, delete the Metween app from your device — this clears its local data.

If you use iCloud, also check Settings → your name → iCloud → Manage Account Storage to remove any remaining backup. If you would like written confirmation of deletion, email us and we will confirm what, if anything, we hold.

I changed phones — how do I move my records?

If iCloud was enabled on your old device, sign in to the same Apple account on the new one and your records should appear after Metween finishes syncing. If iCloud was off, records live only on the old device — please copy them over before wiping it, and email us if you get stuck.

Does Metween replace therapy or counselling?

No. Metween is a tool for noticing and reflecting on your own experiences. It is not a medical device and does not provide medical, psychological or therapeutic advice, diagnosis or treatment.

If you are struggling, please talk to a qualified professional. If you are in immediate danger, contact your local emergency services — in Hong Kong, dial 999.

How do I cancel a subscription or get a refund?

Purchases made through the App Store are handled by Apple. To manage or cancel, open Settings → your name → Subscriptions on your iPhone. Refund requests go through Apple at reportaproblem.apple.com.

If something went wrong on our side, email us anyway — we will help you sort it out with Apple.

I found a bug, or I have a feature idea.

Please send it to contact@wellbulous.com with “Bug” or “Idea” in the subject line. Bug reports with the details listed above get fixed fastest, and we genuinely read every feature request.

How do I report a security or privacy concern?

Email contact@wellbulous.com with “Security” in the subject line and as much detail as you can safely share. We will acknowledge within 2 business days and keep you updated while we investigate. Please give us a reasonable window to fix an issue before disclosing it publicly.

Community programmes, exhibitions, press and partnerships

Same address — contact@wellbulous.com. Tell us a little about what you have in mind and we will come back to you.

Still need us?

Wellbulous Limited
Room 702, Kowloon Building, 555 Nathan Road, Kowloon, Hong Kong
contact@wellbulous.com · +852 9545 1544
Mon–Fri, 10:00–18:00 HKT (GMT+8)