1
I forgot my password
On the sign-in screen, tap “Forgot your password?” and enter your address. You will receive a link that opens the app straight on the new-password screen.
The link does not arrive? Look in your spam folder, and check that the address you entered is the one on the account. For safety, the confirmation message is the same whether the account exists or not: nobody can tell, from that screen, which addresses have an account.
If you signed up with “Continue with Apple” or “Continue with Google”, your account has no password: sign in again with the same button.
2
My subscription, cancelling it, a refund
The subscription is managed by the app store, not by us: we have neither your payment methods nor the power to cancel a charge.
- iPhone / iPad: Settings › your name › Subscriptions. Or, from the app: Settings › Manage my subscription.
- Android: Google Play › Menu › Payments and subscriptions.
Cancelling keeps your access until the end of the period already paid for. For a refund, the request goes to the store (reportaproblem.apple.com on Apple’s side).
3
Deleting my account and my data
Everything happens from the app, without writing to us: Settings › Profile › Permanently delete my account. Deletion is immediate and permanent.
If the account was created with “Continue with Apple”, the permission granted to Sokka is revoked on Apple’s side in the same move. What exactly is erased, and what has to be kept for accounting, is on the Delete my data page.
⚠️ An Apple subscription that is still active must be cancelled first: the app then refuses the deletion, rather than letting you pay for a service you no longer have access to. Apple gives nobody but you a way to stop a charge.
4
An analysis found nothing, or the app seems stuck
- No place found: not every video names its place. When the analysis finds nothing, the analysis is not counted against you.
- “Server unreachable”: it is the network, or us. Your list of places stays readable offline in the meantime, and the app reconnects on its own.
- A video that is too long is refused — the maximum duration is shown on screen.
- A link that is neither TikTok nor Instagram is refused: those are the only two platforms supported.
Reaching us
For everything else
Write to us at [email protected]. An answer within one month at the latest for a request about your personal data (GDPR), and much faster in practice.
Tell us, if you can: the email address of your account, your phone and its iOS or Android version, and the link of the post concerned. With those three things, most problems are settled on the first message.