Support
Help and support
Most problems with Zenera are one of the following, and most of those are a permission that was not granted. If yours is not here, write to us and a person will answer within two working days.
- Answered by
- A person, not a form
- Usually within
- Two working days
- Worth including
- Your iPhone model, iOS version and what you expected
Sessions
- My session ended, and I did not stop it
- A session ends if you open another app and do not come back within about twenty seconds, and a notification says so when it happens. Locking your phone does not end it, but only on a phone with a passcode: without one, iOS never tells an app the screen has locked, so locking looks the same as leaving. You can set one under Settings, then Face ID & Passcode (or Touch ID & Passcode).
- Can I use my phone during a session?
- Only with it locked. The countdown sits on the Lock Screen, and calls and notifications still reach you there, but unlocking the phone to use another app ends the session. Zenera does not stop you opening anything; it stops counting.
- Can I get out of a session early?
- Yes. You can end a session at any time, and nothing on your phone is ever held hostage. You simply do not earn the tokens for a session you did not finish.
Tokens and streaks
- My tokens have not appeared
- Sessions completed without a connection are stored on the device and sent when you are back online, which normally happens within a minute of opening the app. One that sits unsent for more than a week is kept and shown in your history but earns nothing, so open the app now and again if you have been somewhere without a signal. If a balance still looks wrong, email us.
- I lost my streak after a session I did finish
- Streaks are counted in your device’s time zone and roll over at midnight, and a session belongs to the day it began rather than the day it ended — so one started at 23:50 and finished at 00:05 keeps the streak for the day it started, not the new one. If that does not explain it, email us with roughly when the session ran and we will look at the record.
- A shop would not accept my code
- A code works once and lasts ninety days from the day you claimed it; the app shows the date on the code itself. A code that has already been shown at a counter cannot be used again, and neither can a copy of it, and neither can one you gave back from the app — the points for that returned to your balance when you did it. If a code was still valid and was refused anyway, tell us which shop and roughly when and we will put the points back.
Your account and your data
- Do I need an account?
- Not to focus. You can start as a guest and earn points straight away. To claim a reward you sign in with Apple, which keeps the same account and every point you earned as a guest. Rewards are real things from real businesses, and an account that anybody could make a thousand of would let them be taken by whoever did.
- Can I get a copy of my data?
- Yes. In the app, open Profile and choose Download my data. You get one file with your account, every focus session, every change to your balance, the codes you claimed and the people you added, which you can save to Files or send anywhere. It also lists what is kept elsewhere, such as your sign-in, which Firebase holds for us.
- How do I delete my account?
- In the app, open Profile and choose Delete account. That removes your sessions, balance and redemption history. It cannot be undone, and unspent tokens go with it.
- Is my app-usage data sent anywhere?
- No. Zenera never asks which apps you have or use, and has no way to find out. The only thing it notices is whether it is still open or your phone has locked.
Still stuck
Email support@zenera.app. Including your iPhone model, your iOS version and roughly when the problem happened will usually save a round trip.
For anything about your data, see the privacy notice. For anything about tokens and rewards, see the terms of use.