Clarity Help

1 Contact support

Write to support@myclaritylab.app. We aim to reply as soon as we can.

You can also write from inside the app: open Profile > Help & support, tap “Write to us”, create a ticket and follow the replies there. A reply to a ticket or to a complaint appears in Messages.

What to include

• What you were doing and what happened instead.
• Your device model, its iOS version, and the app version (Profile > Settings, the Version row).
• A screenshot, if it helps.

2 Account and sign-in

How do I sign in?

Clarity signs you in with Apple, with Google, or with an e-mail address and a password. Use the same way and the same account each time, otherwise you may open a different Clarity account.

How do I sign up with an e-mail address?

On the sign-in screen tap Continue with Email and choose to create an account. Enter your e-mail address and a password of at least 8 characters (a very long password is not accepted), repeat the password, tick the box saying that you are at least 13 and accept the Terms of Use and the Privacy Policy, and create the account. We send a one-time code to your e-mail address; type it in the app to finish. If an account with this e-mail address is already registered and confirmed, the app says so on the form instead of sending a code: sign in, or reset your password if you have forgotten it. If the address was registered earlier but never confirmed, the app opens the code screen and we send you a new code. We do not ask for a date of birth.

I did not get the code, or it does not work

Check the address you typed and your spam folder. The e-mail with the code is in English and its subject starts with “Your Clarity”: search your inbox and your spam folder for Clarity. A code is valid for 10 minutes and works once, so an old or used code is refused. In the app, ask for the code again (you can ask again after a minute). If you try to sign in before you have entered the code, the app takes you back to the code screen and sends a new one.

I forgot my password

On the sign-in screen tap Forgot password?, enter your e-mail address, then type the code we send you and choose a new password. Afterwards you sign in with the new password. If no code arrives, check the address: when you reset a password the app does not tell you whether an account exists for it.

How do I change my login or my password?

Open Profile > Settings > Manage account. If you sign in with an e-mail address, this screen shows your current address and lets you change your login (the e-mail address) and your password. For a new login, type the new address: we send a code to the new address, and the login changes when you type it. For a new password, we send a code to your current address: type it together with the new password. After a password change your other devices are signed out. Accounts that sign in with Apple or Google do not have these rows: that sign-in is managed by Apple or Google.

How do I delete my account?

Open Profile > Settings > Manage account > Delete account. You can first answer a short optional question about why you are leaving, then type the confirmation word and confirm. Your account is not erased on our servers at once: the app signs you out and shows the date your data will be erased, which is 15 days after your request, with or without an App Store subscription. Until then your account is hidden from other people (you are not shown in anyone’s friend list, and nobody can send you a friend request). After that date your dictionaries, progress, friends, friend requests, blocks and feed events are erased permanently. Tests, courses, audio of your own dictionaries and Talk data that exist only on your phone are erased from it as soon as our servers have accepted your request. Deleting does not cancel your App Store subscription: Apple keeps billing you until you cancel it, so cancel it separately (section 3); while a subscription is running, the confirmation screen has a button that opens your subscriptions. The Privacy Policy lists the few records that remain afterwards.

Can I change my mind after I delete my account?

Yes, until the erasure date. In the current version of the app, sign in again with the same Apple, Google or e-mail login (do not create a new account) and tap “Restore my account” on the screen that appears. An older version of the app does not show that screen: update the app first. Your account and your data on our servers are then as they were; only the copies that existed on your phone alone are gone. A new account is not a way back: it cannot take over a subscription that is still running on the old account until the old account is erased. If the app showed an error when you tried to delete the account, sign in again to check: if the request did reach us you will see the restore screen with the date. The erasure starts shortly after the erasure date, and once it has started the account cannot be restored.

Can I start over with an empty account instead of restoring it?

Yes, while your account is waiting to be erased. After you ask to delete the account, sign in again: the screen that shows the erasure date offers “Restore my account” and “Reset”. Reset erases your progress, dictionaries, settings, profile, friend requests, friendships, blocks and feed events at once, and it cannot be undone. Your login, your e-mail address, a paid plan that is running and your support tickets stay, and so do any files that earlier versions of the app uploaded (they are removed only when the account is erased) and any date of birth that an earlier version stored with your profile. Apart from that the account comes back empty: you go through the introduction again. It gets a new friend code, so your friends no longer see you in their lists and your old friend code stops working. The blocks you placed are erased, and so are the blocks that other people placed against your account. A reset is possible once every 7 days. The Privacy Policy gives the details.

How do I change my nickname?

The app has no screen for changing your nickname after the first set-up. Write to support@myclaritylab.app and we will do our best to help.

I changed my phone. Where is my progress?

Sign in the same way as before: with the same Apple or Google account, or with the same e-mail address and password. Your progress, your study time, the text of your dictionaries and your settings follow your account, and they come back if you delete the app and install it again. Files that exist only on the old device (the audio you added to your dictionaries, and the photos, videos and audio of your tests and courses) do not move to the new one; an iPhone backup may bring them back.

3 Subscriptions and purchases

How do I see my plan and subscription status?

Open Profile > Account. The Manage subscription row shows your paid plan (Plus, Pro or Pro Talk) or the end date of your free trial. Tap it to see your current plan, the renewal or end date and any plan change that is scheduled.

How do I cancel my subscription?

A Clarity subscription is billed through your Apple ID, so you cancel it in Apple’s settings, not inside the app. On iPhone and iPad open Settings > your name > Subscriptions, pick Clarity and cancel (Apple’s instructions). The same window opens from the app: Profile > Account > Manage subscription, then the Manage subscription link at the bottom while a subscription is active. Cancel at least 24 hours before the renewal date to avoid the next charge. After you cancel, the paid plan keeps working until the end of the period you have already paid for.

How do I restore my purchases?

Open Profile > Account > Manage subscription and tap Restore (the button at the top of the screen, or the Restore link at the bottom). Sign in with the Apple ID that paid for the subscription and make sure you are online. After the restore you will see “Purchases restored”. If your plan did not change, no active subscription was found for that Apple ID: check which Apple ID you are signed in with, or write to us.

How do I get a refund?

Apple takes the payment, so Apple decides on refunds for App Store purchases. Go to reportaproblem.apple.com, sign in with your Apple ID, choose the purchase and tell Apple what went wrong. If you need help with it, write to us.

Can I change my plan, or try a free trial?

Open the plans screen (Profile > Account > Manage subscription). It shows the plans, their prices and any free trial offered to your Apple ID. Apple decides when a change of plan takes effect: normally an upgrade starts at once and a downgrade at the next renewal.

4 AI features

How do I change or withdraw my consent to Practice with AI?

Open Profile > Settings and find “AI processing consent”; it shows On or Off. If it is On, tap it and choose Withdraw consent: Practice with AI then stops sending text to OpenAI, and the app asks again the next time you start. If it is Off, tap it to read what is sent and to agree. What was processed earlier stays with the provider under its own rules.

How do I withdraw my consent to Talk with AI?

Open Profile > Settings > Talk with AI and use the AI processing setting there.

An AI answer was wrong or unsuitable. What can I do?

AI can make mistakes: a verdict, a hint or an explanation may be incorrect. If an answer looks wrong or unsuitable, tell us in Profile > Help & support > Complaints & suggestions: write that it is about an AI answer, and say which practice it was and when.

5 Reporting and blocking users

How do I report a user, an AI answer or content?

Open Profile > Help & support > Complaints & suggestions, write what the complaint is about (a user, an AI answer, app content or something else), add the friend code or the nickname if you can, and describe what happened. To report a friend, you can also open Profile > Account > Friends, swipe the person’s row or press and hold it, and choose Report: the complaints page opens with the friend code filled in.

How do I block a user?

Open Profile > Account > Friends, swipe the person’s row or press and hold it, and choose Block (for a friend request that you have received: Decline and block). Any friendship or request between you is removed, and this person can no longer send you friend requests. The block lasts until you unblock the person, or until one of the two accounts is erased or reset (section 2). The person is not told.

How do I remove a friend?

Open Profile > Account > Friends, tap the friend’s name to open the card, choose Delete and confirm. The friendship ends for both of you, and neither of you sees the other’s plan, streak or study time any more. The person is not told and is not blocked, so you can add each other again with a new friend request, unless an earlier declined request between you still stands or the person has switched friend requests off. To stop someone from sending you friend requests, block them instead (see above).

How do I unblock someone?

Open Profile > Account > Friends > Blocked users and choose Unblock. The friendship is not restored; you can send a new friend request.

Why does the app say that I have sent too many friend requests?

To stop spam, we limit new friend requests to 20 for each account in any 24 hours. When you reach the limit, the app shows “You have sent too many friend requests today. Try again tomorrow.” Room for new requests usually opens up again as the earlier ones become more than 24 hours old.

What happens to my report?

The Clarity team reads every complaint, and the reply appears in Messages. We aim to act as soon as we can, and we may remove content, warn a user or close an account that breaks the Terms of Use.

We are not an emergency service. If someone is in danger, call your local emergency number.

6 Privacy and your data

How do I ask for a copy of my data, a correction or an erasure?

Write to support@myclaritylab.app from the e-mail address linked to your account and say what you need. You can also delete your account in the app; your data is then erased 15 days after your request (section 2). Data that exists only on your device is not visible to us, so you manage it in the app. The Privacy Policy explains your rights and how requests are handled.

What data does Clarity process?

The Privacy Policy lists it feature by feature: why it is processed, who receives it and how long it is kept, and what other users can see.

What can my friends see about me?

Your friends are the people whose friend request has been accepted. They see your nickname and, unless you turn it off, the name of your plan (Free, Plus, Pro or Pro Talk), your current streak, your study time for each day of the current week and your total study time. Your study time is saved in your account. If two of your phones count the same day, the account keeps the larger figure for that day, not the sum. People who are not your friends, and people you have blocked, see none of this. The Privacy Policy gives the details.

How do I hide my progress from my friends?

Open Profile > Account > Friends and turn off “Show my progress to friends”. Your friends then no longer see your plan, streak and study time, nor the achievements that the Privacy Policy describes (reaching a streak of 10, 50 or 100 days, starting your first paid plan, adding an official catalog dictionary), and their app tells them that you do not share your progress. The switch only hides: nothing is deleted. Your study time stays saved in your account, hidden from your friends and from all other users, so that it is still there if you reinstall the app, until your account is erased or reset. If you turn the switch on again, your friends see your progress again.

7 Ads and ad choices

Why do I see ads, and how do I remove them?

Accounts without a paid plan see rewarded video ads on iPhone and iPad. Every paid plan (Plus, Pro and Pro Talk) removes ads.

How do I change my ad choices?

In the EEA, the UK and Switzerland, Profile > Settings has an “Ad privacy options” entry that opens Google’s consent form again; the entry appears only where it applies. On iOS you can also manage tracking permission in Settings > Privacy & Security > Tracking. Elsewhere you can manage personalised ads in your Google account at adssettings.google.com.

8 Legal documents

• Privacy Policy: what data Clarity processes and your rights.
• Terms of Use: the rules for using Clarity, subscriptions and the terms Apple requires.