Support

Contact

Email is the reliable channel and the one I read first. Write in English or Vietnamese, whichever you prefer.

Reporting a problem

A bug I can reproduce is a bug I can fix, usually the same week. The difference between a report that takes a week and one that goes nowhere is this list:

• The app's name and version — the version is on its settings or about screen
• Your device and its operating system version
• What you did, what you expected, and what happened instead
• The steps that bring it back, if you have found them
• A screenshot or a short screen recording, which often replaces all of the above

Asking for a feature

Put Feature request in the subject line and tell me the problem you are trying to solve, not only the button you want added — the problem is what leads to a design that fits the rest of the app. I read every one of these, and I'll tell you honestly whether it is something I plan to build.

How long a reply takes

Usually within two working days. I'm one person in Hanoi, so a message sent over the weekend is answered on Monday. If an app won't open at all or you have lost data, put Urgent in the subject and I'll look at it first.

Deleting an account or its data

An app that lets you create an account also lets you delete it from inside the app, which is the quickest route. This page is the other one, for when you can't reach that option or have already removed the app: email admin@tuanem.com with the app's name and the address the account uses, and say whether you want the whole account gone or only the data it holds. Sending it from that address is the simplest way for me to know the request is yours.

Nothing else is required of you — no form, no reason, no fee. I delete it and reply to confirm, normally within a few days and within a month at the outside. The same address takes a request for a copy of what an app holds about you. The Privacy Policy sets out what is stored and for how long.

What I can't do from here

Refunds, subscription cancellations and billing questions go to Apple or Google, because that is who took the payment — I have no access to the transaction and no way to reverse it. The same goes for unlocking a paid feature outside the store. Why that is, and where to cancel, is in the Terms of Use.