Support — Field

Be in the Field support is available at hello@ossurlabs.com. We aim to respond within two business days. Response times may be longer during launches, holidays, or unusually high-volume periods.

If you believe someone has accessed your account without permission, or you need to report a privacy or security concern, put Urgent: Privacy or Security in the subject line.

What to include

To help us investigate, please include:

the email address connected to your Be in the Field account, including an Apple private-relay address if you used Sign in with Apple;
your iPhone model and iOS version;
your Be in the Field app version and build number, shown in Settings;
a short description of what happened and what you expected;
the exact error message, if one appeared;
whether the issue involves sign-in, Field generation, recording, playback, subscription access, restoring purchases, or account deletion; and
the approximate date and time of the problem.

Please do not email passwords, Apple verification codes, full payment-card details, StoreKit transaction payloads, private scripts, recordings, or other sensitive content. If we need additional information, we will ask for the minimum necessary.

Sign-in help

Be in the Field may offer Sign in with Apple and other account options supported by the current app version.

If sign-in is not working:

Confirm your iPhone is connected to the internet.
Close and reopen Be in the Field.
Confirm that you are using the same sign-in method and account you used originally.
If you used Sign in with Apple, remember that Apple may have created a private-relay email address for the account.
Restart your iPhone and try again.

If the problem continues, contact support. Do not send your password or Apple verification code.

Field or script generation

Creating a Field requires an internet connection because the app securely sends the information needed for generation to Be in the Field’s backend and generation provider.

If generation is interrupted or does not finish:

Keep the app installed and do not delete your current Field.
Confirm your connection and reopen the app.
Use the retry or resume option shown in the app.
Avoid starting several replacement Fields while a request is still recovering.

Your current completed Field should remain available when a new generation attempt fails. If it does not, stop and contact support before trying again.

Recording and microphone help

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

To review microphone permission:

Open the iOS Settings app.
Select Privacy & Security, then Microphone.
Turn on access for Be in the Field.

If recording still does not work:

confirm that another app is not actively using the microphone;
check that your iPhone has available storage;
disconnect or reconnect Bluetooth audio devices;
close and reopen the app; and
restart your iPhone.

Discarded temporary takes are intended to remain local. Recordings you activate may be stored locally and, when account sync is enabled, uploaded to private storage so they can be restored on your devices.

Playback and background audio

If playback is silent or stops unexpectedly:

raise the media volume;
check Silent Mode, Focus settings, and the current Bluetooth or AirPlay destination;
disconnect headphones or speakers you are no longer using;
confirm the recording plays inside Be in the Field while the app is open;
close and reopen the app; and
restart your iPhone.

Background and Lock Screen playback depend on iOS audio controls and may be interrupted by calls, alarms, other media, audio-route changes, or system resource limits.

Purchases and subscriptions

Subscriptions are purchased and billed by Apple through the App Store. Available plans and current prices appear in the purchase sheet before you confirm.

If a purchase does not complete:

Confirm that you are signed in to the App Store with the Apple Account you intend to use.
Check your internet connection and Apple payment method.
If Apple reports that a purchase is pending, wait for Apple to complete or decline it.
Reopen Be in the Field and refresh the Membership screen.

Be in the Field does not receive your full payment-card number and cannot approve or decline App Store payments.

Restore purchases

Use Restore Purchases in the Membership screen when:

an active subscription is not recognized;
you reinstall the app;
you move to another device; or
Apple has completed a purchase but access has not refreshed.

Use the same Apple Account that made the purchase and the same Be in the Field account to which it was originally connected. A subscription cannot be moved silently between different Be in the Field accounts.

Manage or cancel a subscription

Deleting Be in the Field, signing out, or deleting your Be in the Field account does not cancel an Apple subscription.

To manage or cancel on iPhone:

Open iOS Settings.
Tap your name.
Tap Subscriptions.
Select Be in the Field.
Follow Apple’s options to change or cancel the subscription.

Cancellation normally stops renewal while preserving paid access through the end of the current billing period, subject to Apple’s terms and status.

Refunds

Apple controls refund decisions for App Store purchases. To request a refund, visit reportaproblem.apple.com and follow Apple’s instructions.

Account deletion

You can request deletion inside Be in the Field:

Open Settings in the app.
Choose Delete account.
Review the warning and confirm.

The request revokes Be in the Field sessions and deletes first-party account content from the live relational service, including account-backed Fields, personalization, scripts, practice-session records, and the account’s earliest completed-practice timestamp. Uploaded private-audio deletion may complete asynchronously after the request is accepted and is retried when necessary.

Limited records may be retained where needed for legal obligations, security, fraud prevention, dispute resolution, and accurate Apple transaction or subscription history. Retained payment records do not include your Field text, scripts, feelings, or recordings.

Deleting your account does not cancel an Apple subscription. Cancel it separately through Apple.

If you cannot use the in-app deletion control, email hello@ossurlabs.com with the subject Be in the Field account deletion request from the email connected to your account. We may need to verify ownership before processing the request.

Practice activity and privacy

For signed-in members, account-backed Rise, Return, and Reset playback may synchronize practice details such as timing, credited playback, completion, the active or archived Field context, entry point, and related technical references. Sample, onboarding, and recording-preview playback is not uploaded as practice activity. Practice analytics never include your script text, calling, feelings, recordings, filenames, readable email address, credentials, Apple transaction identifiers, or other raw private Field content.

Raw server practice-session records expire after 90 days. After that, only the account’s earliest completed-practice timestamp remains so first-completion reporting stays accurate; it is deleted when the account is deleted. Routine founder reporting is aggregate-only and is not used for advertising or tracking across other companies’ apps or websites. Read the Privacy Policy for the complete description or email hello@ossurlabs.com with the subject Privacy Request.

Privacy, safety, and wellness

Be in the Field is a wellness and self-reflection product. It is not medical care and does not diagnose, treat, or prevent any condition. If you may be in immediate danger or experiencing a medical or mental-health emergency, contact local emergency services or an appropriate qualified professional.

For information about data handling, read our Privacy Policy. For the rules that govern use of the app and subscriptions, read our Terms of Service.

Contact

Be in the Field is operated by Ossur Labs LLC.

Support, privacy, security, and legal inquiries: hello@ossurlabs.com