Nerune Support

Contact support

Use the support email link below. Describe the problem and include the app version, iOS or Android version, approximate time and the error text. Include a request reference only if it is safe to share. Sending email opens your own mail app; this website does not submit a support ticket automatically.

Do not send device secrets, tokens, recovery codes, payment-card details or your full conversation history. Support contact is not an emergency service.

How support is handled

Support is provided through support@meetnerune.com. Nerune is preparing an AI-assisted email-support workflow using OpenAI's Codex to classify requests and help draft replies; it is not currently enabled. This is separate from the app's OpenAI text-safety screening. Before enabling this workflow, Nerune will describe the support information it processes and the applicable handling arrangements. The proposed scope is limited to the request information needed for support; it does not give support access to your app account or authorize sending chat history to another service. AI-assisted replies will identify that assistance. Continuous human staffing, automatic acknowledgements and fixed response or completion times are not guaranteed. Email alone does not verify ownership of a device-bound account or authorize account deletion.

Replies and progress updates must be based on a checked result. An email receipt is not proof that an account was recovered, a purchase was refunded or data was erased. If ownership cannot be verified, support cannot promise to perform those actions.

Account access and uncertain results

Nerune uses a device-bound account. Keep the original device data while an account or request result is uncertain. Removing or reinstalling the app may remove data needed for recovery. Do not create a replacement account or repeat a request just because a network response was unclear.

Use a recovery control only for the purpose described on its screen. Reload saved result reads local saved information; it does not confirm current server progress.

Report content

Use the app's report controls for a message when available. If you cannot use them, contact support with a concise explanation and safe references. A saved report request does not by itself confirm receipt or resolution.

Privacy and deletion

Use the Privacy Policy and Delete account links below for data handling and deletion instructions. If you cannot access the app, use the privacy email link on the deletion page.

In-app account access is checked using the saved installation credential and an authenticated session. Deletion recovery, when enabled, uses a separate private recovery credential tied to the same operation; its authorization expires 90 days after issue. Expiry is not a promise that every related record is erased on that date. The native device account is not linked to the email address from which you contact support. A name, email address, public installation identifier or payment reference alone is not sufficient proof of control. If the original device credentials are completely lost, the current app has no verified cross-device recovery method; support can receive your request but cannot promise account recovery or erasure without adequate ownership evidence. Do not email a secret, session token or recovery credential.

Purchase questions

If you purchased a subscription, use the store or provider where you subscribed to manage renewals. Deleting your Nerune account does not by itself confirm cancellation. For a purchase problem, use an order reference rather than a full payment-card number.

Contact Nerune

Nerune is operated by Hao Li, an individual.