Synaplan support
Help for the Synaplan app and the web platform. You do not need an account to read this page — pick your topic below or write to us directly.
- Answer within one business day
- Mon–Fri, 9:00–17:00 CET
Get help
Email is the fastest way to reach a person. The documentation and the Discord community answer most setup questions right away.
Describe what happened and which device you use. We reply within one business day.
Documentation
Setup, models, self-hosting and API reference — the written answer to most questions.
Discord community
Ask other users and the team. Useful for self-hosting and configuration questions.
Subscriptions bought in the iPhone app
If you subscribed inside the iPhone app, Apple handles the purchase, the billing and any refund — not Synaplan. Everything below you can do yourself on your iPhone or at Apple.
View, change or cancel
Open the Settings app on your iPhone, tap your name at the top, then Subscriptions, then Synaplan. You can switch plan or cancel there.
Settings > [your name] > Subscriptions > Synaplan
What cancelling does
Cancelling stops the next renewal. Your access stays active until the end of the period you have already paid for.
Refunds
Refunds for App Store purchases are issued by Apple only. Request one with your Apple Account on Apple’s “Report a Problem” page.
Restore after reinstalling
Reinstalled the app or switched to a new device? Open the app, go to the subscription screen and tap “Restore purchases”. Sign in with the same Apple Account you used for the purchase.
App Store subscriptions cannot be managed here
A subscription bought in the iPhone app can only be changed or cancelled in iPhone Settings. We cannot do it for you, and it cannot be done on this website.
Delete your account
You can delete your Synaplan account yourself, in the app, without asking us.
In the app
Settings > Danger Zone > Delete Account
The deletion is permanent. There is no undo, and we cannot restore the data afterwards.
What is removed
- Your chats and their history
- Files you have uploaded
- Your personal data and profile
- Your settings and preferences
- Your API keys and connected services
Cancel an App Store subscription separately
Deleting your account does not cancel an Apple subscription. If you have an active App Store subscription, cancel it first in iPhone Settings under [your name] > Subscriptions > Synaplan — otherwise Apple keeps charging you.
Report content
If an AI response is harmful, offensive or otherwise inappropriate, report it. Every report is read by a person.
Report from the app
Every AI response has a Report button. It opens the “Report content” dialog, where you pick a reason and can add a short description. The response you reported is sent along with it.
Report by email
You can also write to [email protected]. Add a screenshot or the wording of the response so we can find it.
What happens next
We review every report and act on it — from removing content to restricting or suspending the account behind it. Serious cases come first.
Common questions
How do I sign in?
Use the same account as on web.synaplan.com. If you do not have one yet, you can create it in the app. Forgot your password? Request a new one from the sign-in screen and check your spam folder for the email.
How do I connect my own self-hosted server?
Open the server setting in the app, enter the URL of your Synaplan installation and sign in with the account from that installation. The server has to be reachable from your phone over HTTPS. The documentation walks through the setup step by step.
A file upload keeps failing. What can I do?
Check the file size and format, then try again on a stable connection — large uploads over a weak mobile signal are the usual cause. If it still fails, send us the file name, size and type and we will look into it.
The app does not load or stays blank.
Check your internet connection first, then close the app completely — swipe it away in the app switcher — and open it again. If that does not help, restart the phone and install the latest version from the App Store.
Which languages does the app support?
German, English, Spanish and Turkish. The app follows your iPhone language if it is one of these, and uses English otherwise.
Bugs and feature requests
Synaplan is open source. Bugs and feature requests belong in the public issue tracker on GitHub, where you can follow what happens to them. Search the existing issues first — someone may have run into the same thing.
Legal and company
Synaplan is operated by:
metadist data management GmbHKönigsallee 82
40212 Düsseldorf
Germany
[email protected]