How can we help?

First, double-check that your email is spelled correctly — it's the most common snag. If that looks right, tap "Forgot your password?" on the login screen and we'll email you a link to reset it.

If you originally created your account with Sign in with Apple or Sign in with Google, there's no password to reset — just use that same button again to sign back in.

Tap "Forgot your password?" on the app's login screen and enter your email. We'll send a reset link right away — it comes from Firebase, so if you don't see it within a minute or two, check your spam or junk folder.

This almost always means the app hasn't reconnected with the App Store or Google Play yet. Open Soulbox's settings and tap Restore Purchases.

Also make sure you're signed into the same Apple ID or Google account you used when you subscribed — purchases are tied to that account, not to Soulbox directly.

Yes. Everything you save — photos, stories, recordings — is stored securely in the cloud and tied to your account, so it's there for you across devices and safe if anything happens to your phone.