Support — Field

Be in the Field support is monitored at hello@ossurlabs.com.

We aim to respond to support requests within 2 business days. During private beta, TestFlight review, launches, holidays, or high-volume periods, responses may take longer.

What To Include In Your Email

To help us understand the issue, please include:

the email address or Sign in with Apple account you use with Be in the Field;
your device model and iOS version;
the app version, if available;
a short description of what happened;
any error message you saw;
whether the issue involves sign-in, generation, recording, playback, subscription, restore purchases, or account deletion.

Please do not send highly sensitive personal information unless it is necessary for your request.

Basic Troubleshooting

If something is not working, try these steps first:

Confirm that your device is connected to the internet.
Close and reopen the app.
Update to the latest available version of Be in the Field.
Restart your device.
If generation or sync is not completing, wait a few minutes and try again.
If recording is not working, confirm microphone permission in iOS Settings.
If playback is silent, check your volume, silent mode, Bluetooth output, and audio route.
If sign-in is not working, try signing out and signing back in, or check that Sign in with Apple is available on your device.

Recording and Microphone Help

Be in the Field asks for microphone access only when you choose to record a ritual in your own voice.

To check microphone permission:

Open the iOS Settings app.
Scroll to Be in the Field.
Turn Microphone on.

If permission is already on and recording still fails, restart the app and try recording again in a quiet place with enough device storage available.

Subscription Purchase Help

If subscriptions or purchases are available in your version of the app, purchases are processed by Apple through the App Store.

If a purchase does not complete:

Confirm that you are signed in to the App Store with the Apple ID you want to use.
Check your internet connection.
Confirm your Apple payment method is active.
Restart the app and try again.
If Apple shows a billing or payment error, follow Apple's instructions in your Apple account settings.

We do not receive your full payment card number and cannot approve or decline App Store payments directly.

Restore Purchases

Use Restore Purchases in the app if:

you bought a subscription but the app does not recognize it;
you moved to a new device;
you deleted and reinstalled the app;
you are signed in with the same Apple ID used for the original purchase.

If restore does not work, confirm you are using the same Apple ID that made the purchase, then try again. If the issue continues, email hello@ossurlabs.com with a brief description. Do not send full payment card details.

Cancel A Subscription

Deleting your Be in the Field account or deleting the app does not cancel an Apple subscription. You must cancel through Apple.

To cancel on iPhone or iPad:

Open the iOS Settings app.
Tap your name.
Tap Subscriptions.
Select Be in the Field.
Tap Cancel Subscription and follow Apple's instructions.

You can also manage Apple subscriptions through Apple's subscription settings and App Store account tools. Apple controls subscription billing, cancellation processing, and refund decisions for App Store purchases.

Refunds

For purchases made through the Apple App Store, refund requests are handled by Apple. Visit https://reportaproblem.apple.com/ and follow Apple's instructions.

Account Deletion

You can request account deletion in supported app settings or by emailing hello@ossurlabs.com.

When emailing, use the subject line "Be in the Field account deletion request" and include the email address or Sign in with Apple account associated with your Be in the Field account. We may need to verify your request before acting on it.

Account deletion is designed to revoke first-party sessions and remove first-party account-backed Field data, scripts, generated content, personalization snapshots, audio metadata, state-event attachments, related local app references, and related records from active systems.

Important limits:

deleting your Be in the Field account does not cancel an Apple subscription;
Apple payment records and Apple account data are controlled by Apple;
copies may persist temporarily in backups or logs;
local copies on your device may require app deletion or device-level action if not removed by the app;
remote audio objects in beta or storage environments may require additional processing;
we may retain limited records where required or permitted by law, security, fraud prevention, dispute resolution, or enforcement needs.

Privacy And Terms

For privacy requests, data questions, or legal questions, email hello@ossurlabs.com.

Business Contact

Be in the Field is operated by Ossur Labs.

Business, support, privacy, and legal inquiries may be sent to hello@ossurlabs.com.