Support

What to include in a support request

The more of this you can give us, the faster we can help:

• The name of the app or service, and its version number.
• Your device and operating system version, for example an iPhone 15 on iOS 18.4.
• What you were doing when the problem happened, and what you expected instead.
• A screenshot or screen recording, if the problem is something you can see.
• The date and approximate time it happened, so we can find it in our logs.

Please do not send passwords, one-time codes, payment card numbers or other credentials by email. We will never ask you for them.

Reporting a bug or a security issue

Report bugs to info@cognetlabs.lk. If you believe you have found a security vulnerability, email the same address with Security in the subject line and a description of the issue. Please give us a reasonable opportunity to fix it before disclosing it publicly. We will acknowledge your report and keep you informed while we work on it.

Purchases, subscriptions and refunds

Apps we publish on the App Store are sold and delivered by Apple. Purchases, subscriptions and renewals for those apps are handled by Apple, not by us.

• To manage or cancel a subscription: on your Apple device, open Settings → tap your name → Subscriptions. On Google Play, open the Play Store → Payments & subscriptions → Subscriptions.
• To request a refund for an App Store purchase: visit reportaproblem.apple.com and sign in with the Apple Account used for the purchase. Refunds for App Store purchases are decided by Apple under its terms, not by us.
• For anything we invoiced directly: email us and we will deal with it.

If a purchase did not unlock what it should have, contact us anyway. We can usually restore access even where the refund itself has to go through the store.

Account and data deletion

You can ask us to delete your account and the personal data associated with it at any time. Email info@cognetlabs.lk from the address registered on the account, or use the in-app account deletion option where the app provides one, and tell us which app or service the request relates to.

We will confirm receipt, verify that the request comes from the account holder, and complete the deletion within 30 days, except where we are required by law to retain particular records. See our Privacy Policy for the detail.

Feature requests and feedback

We read everything. Email us with what you would like the product to do, and why. The reason behind a request is the part that changes what we build.

Documentation

Where an app or service has its own documentation, the link is inside the product itself, under Help or Settings. If you cannot find what you need there, ask us.