Support

We're here to help you get the most out of Sylly.

Contact us

The fastest way to reach us is by email. We read every message and typically reply within a few business days.

General help and billing: support@sylly.ai
Privacy requests: privacy@sylly.ai

Account & sign-in

Update your name in Settings → Profile on the web, or via Edit profile in the iOS app. Change your password in Settings → Security on the web, or Settings → Account on iOS. Email addresses can't be changed in-app — contact support@sylly.ai and we'll change it for you. Forgot your password? Use the reset link on the login page.

Subscription & billing

Your Sylly subscription is managed on the web at Settings → Billing (the iOS app doesn't handle purchases). From there you can:

Pause your semester (paid-in-full Semester Pass, not the 2-payment plan): skips exactly one renewal — your paid access runs to the end of what you've paid for, and billing resumes automatically next cycle.
Get a refund under the 7-Day Promise: within 7 days of your first purchase, one click refunds your plan and add-on charges in full, no questions asked.
Cancel your renewal in one click — no email needed. You keep access to the end of the period you have already paid for.
Add the Winter term (paid-in-full Semester Pass, one click): extends your access by 4 months and skips your next renewal automatically.
Buy credit top-ups if your AI generation, document upload or transcription allowance runs out. (AI tutor messages and recording hours are hard weekly caps — they reset Monday and can't be topped up.)
Update your card or download receipts via our secure Stripe portal.

To cancel your renewal, open Settings → Billing and click Cancel my renewal — one click, no email needed. If you'd rather we did it for you, email support@sylly.ai from your account email — cancellation takes effect at the end of your paid period. Before any renewal, we email you the exact amount and date, so there are never surprise charges. Guarantee claims (Better-Grades Promise, Pass-Every-Class Promise, Win Your Money Back) also go to support@sylly.ai — see the Terms for how claims work.

Recordings & permissions

Recording lectures uses your device's microphone — you'll be asked for permission the first time. Make sure you have your instructor's or institution's permission to record before you hit the button. Transcripts are generated automatically and attached to the recording in your class.

Reporting messages or blocking users

In the iOS app, press and hold any message to report it (harassment, hate speech, spam, or other), and remove a friend from their profile or the conversation menu to stop messages from them. On the web, email support@sylly.ai with a screenshot and we'll handle it quickly. Messages are also screened automatically by our moderation system, and reported content is reviewed.

Deleting your account

You can permanently delete your account and all associated content at any time: Settings → Privacy → Danger Zone on the web, or Settings → Account → Delete account in the iOS app. Deletion is immediate and irreversible, and cancels any active subscription. Want your data first? Export it from Settings → Privacy before deleting.