We’re here to help.
Write to usWe reply within 48 business hours, in French or English.
contact@startwithup.comTo speed things up, tell us your iPhone model, your iOS version and the app version (shown in Profile). You can also write to us straight from the app: Profile › Got a suggestion?
Alarm
The alarm doesn’t ring, or rings quietly.
Up uses the iOS system alarm (AlarmKit): it rings even in silent mode or with a Focus turned on, as long as you granted the “Alarms” permission during setup (iOS Settings › Up). Also check that notifications from Up are allowed, with sound turned on.
Either way, keep the app installed and your iPhone switched on with enough battery. An alarm may not ring if the device is off or out of power.
How do I stop the anti-snooze alarm?
Depending on your settings, you need to get up and walk a few steps: Up detects movement through your iPhone’s sensors. Those readings stay on the device. If detection isn’t working, check that Up has the “Motion & Fitness” permission in iOS Settings.
Can I change the alarm sound?
Yes, in the alarm settings. Seven sounds are available, from the gentlest to the most energetic.
App blocking
The block isn’t activating.
Blocking relies on Apple’s Screen Time. The first time you set one up, iOS asks you to let Up use Screen Time: this permission is essential. You can check it in iOS Settings › Screen Time. Then make sure the block is turned on and that you’re inside its time window.
Does Up know which apps I block?
No. Apple gives Up opaque tokens for the apps you select; we know neither their names nor how you use them, and that selection never leaves your iPhone. See the privacy policy.
What is strict mode?
A block in strict mode can’t be interrupted before its time window ends. It’s a voluntary commitment: think before you turn it on — there’s no way out.
Up Pro subscription
How do I manage or cancel my subscription?
Your subscription is managed by Apple: iOS Settings › [your name] › Subscriptions › Up. Cancellation takes effect at the end of the current period. Deleting the app does not cancel the subscription.
I got a new iPhone: how do I get Up Pro back?
Sign in with the same Apple Account, then in the app: Profile › Account › Restore Purchases.
How do I request a refund?
Refunds are handled by Apple: go to reportaproblem.apple.com with your Apple Account. See also the subscription terms.
Account and data
Do I need an account?
No. Up works without an account. Linking an email address (Profile › Account) is only there to get your settings and history back on another device. You sign in with a code sent by email — no password.
How do I delete my account and my data?
In the app: Profile › Account › Delete account. Your profile, synced settings and history are permanently erased. If you’d rather, write to us and we’ll take care of it.
Where is my data hosted?
In the European Union (database in Frankfurt). The full list of providers is in the privacy policy.
Useful documents: Privacy Policy · Terms of Use.