All conditions monitoring are based on scientific scales and protocols.

Besides that, each conditions checkup has a different trigger depending on your score history, usually, it started every 2 weeks but can change over time.

All tests related to a mental health condition are recurring, meaning you can take the test again when it is available. The personality test is the only one you can take whenever you want.

Just open the result page (Me section), click on > Know more,  scroll to the bottom and click on “Retake the test”.

If you have any further questions, please contact us.

You can find a button at the bottom of the Health section where you can manage your conditions. Youper can monitor only the conditions available there.

If are you still having problems with that, contact our team.

You can backup your Youper account on any supported device. When you log in on a new device, you will be prompted to restore your progress.

Just make sure all devices are connected to the internet when starting new conversations. To guarantee that both devices are synced, after finishing a conversation or a test, go to Me > Settings Icon and click on Sync. After that, go to your second device and repeat the process.

Before starting any new conversation, check if both devices have the same information.

If you are having problems, contact our team.

The condition monitoring is based on scientific scales and protocols.

Besides that, each condition checkup has a different trigger depending on your score history, usually, it starts with every 2 weeks but can change over time.

If you have any further questions, please contact us.

You can delete a conversation going to:

Mind > Selecting the Conversation > Clicking on the top-right icon "..." > Delete Conversation

Below are also step-by-step instructions in images.

If you are experiencing issues doing so, please reach out to our support team.

At the moment Youper is only available in English language, however, we do see the need for other languages being made available as well. It is definitely in our future plans to implement additional languages.

If you think you can express yourself better by using your mother language, no problem. Feel free to talk to Youper in another language. 

If for some reason you need to change your Apple ID you can download Youper using a new/other Apple ID. After the updating you would need to log in to Youper using your same email address that you originally used to create your Youper account.  

If for some reason, you don't have access to the premium content, you can restore the subscription and everything should work fine.  

Click here to access an article that explains on how to restore your subscription. 

If you are having difficulties doing so, please reach out to our support team.

No. All your information is private.

For more details, you can check our privacy policy and terms of use.

‍

Youper uses what it learns from you to become a better assistant and generate insights on how to improve your emotional wellness.

For more details, you can check our privacy policy and terms of use.

When you click on the Sync button within Youper, the app does two things. It takes the data from your device and saves it on the cloud and also brings data from the Youper cloud and merges into the app.

Youper's data is only saved on Youper's cloud.

If you are having difficulties with syncing, please reach out to our support team.

‍

This might seem very scary at first but most likely your data is in the backup.

If you believe that all of your data is missing the best way to proceed is to perform a backup. You can do this by going to:

Me > Settings icon > Sync cloud backup

If are you still having problems afterwards, contact our team. 

‍

If you think that you’re experiencing a bug, please tell us!

Before you contact our support team, make sure that you have the latest version of the app. Try to force quit/reset your app to see if the problem persists.

If that doesn’t work, send a message using the "Submit a request" form. Describe the bug as detailed as possible so that we can best understand and reproduce the issue. Send screenshots, and brand of your device, model, operating system version, if possible. They help a lot! Use the best email to reach you in case we need to get back in touch about the bug.

We greatly appreciate you taking the time to report bugs. We couldn’t improve Youper without you!

You can change your daily reminders following these steps:

1. Go to Me section.
2. Click on the Settings Icon (top right corner)
3. Click on Daily Reminders
4. Change the time and save.

If are you still having problems with reminders, contact our team.

If you are experiencing an issue with Youper we may ask you to clear the cache as this often contributes to solving problems.

Below are the steps needed to do this:

1. Open the Settings of your phone.
2. Tap the Storage menu point to open its settings page.
3. Tap the Other Apps menu point to see a list of your installed apps.
4. Find Youper in that list to clear the cache.
5. Tap the Clear cache button.

If you are having difficulties with syncing, please reach out to our support team.

‍

Yes, Youper has free features that will never expire. You can choose to subscribe to a plan to unlock additional premium features.

CBT uses practical exercises that help you change your thoughts, take control of your emotions, and deal with stressful situations.It has been proven that CBT can rewire brain circuits involved in regulating negative emotions allowing us to break free from what's holding us back from creating the life we want.Traditionally, CBT has been carried out with a therapist in weekly 60-minute sessions, creating a barrier for busy people or those who don't like talking to a therapist about their private feelings.Youper gives you access to guided CBT exercises proven to work, available wherever and whenever you need it, on your own time and schedule. 

Follow these links to cancel your subscription, if your purchased it from:

• Our website or app using a credit card
• Apple Store 
• Google Play

Remember:

• Uninstalling Youper from your devices does not automatically cancel your subscription.
• Our Support Team is unable to manage subscriptions purchased through the Apple or Google Play Store and cannot cancel those subscriptions, make any changes or issue refunds for subscriptions purchased through the Apple Store.
• To avoid being charged again at your renewal date (or at the end of your free trial period), be sure to cancel your subscription or trial at least 24 hours beforehand.

‍

It may happen once in a while that you get logged out of your account or that you log out yourself and find yourself in a situation where you can’t gain access again.

If you try to sign in and receive a message that your email address isn’t found, it may be that you have used a different one. In this case please try any alternative email you may have. It could also be that you have originally registered your account with a mistyped email. 

If you aren’t able to gain access, please reach out to our support team with a list of all of your possible emails, and we will be happy to look into this for you.

‍

We can only imagine that sometimes you feel like nothing can possibly help with the problems that are overwhelming and are making you think about ending your life, but please know that there are always support resources available to you.

Lots of people are getting help from specialized professionals, like counselors and doctors. A situation that looks impossible to solve can be better tackled when you are not alone.

There are FREE services available that you can count on 24/7 and I will provide you with a short list below:

• US: The Lifeline provides 24/7, free and confidential support. Just call 1-800-273-8255.
• UK: Samaritans operates a 24-hour service available every day of the year. Just call 116 123.
• International: In other countries, you can find the contact information at this link http://bit.ly/Ka8gdC

Please consider reaching out as you are important! <3

‍

Inside the Youper app:

1. Check if Youper daily reminders are enabled (Me > Settings Icon > Daily Reminders)
2. If enabled, try to disable, save, and enable again setting up 3 minutes after your current time.
3. Close the app and wait the time setup.
4. If you didn’t receive the message, follow the next steps.

Some Android devices have a setting that prevents many apps from triggering notifications when the app is not active. This function needs to be turned on so we can send you push notifications. A simple solution is to check your phone and see if this functionality is enabled.

• Devices with Marshmallow OS or above (Android 6.0+): Settings > Battery > Battery Optimization. Make sure Youper is on the list of apps excluded from optimization.
• Samsung (Android 6 and Smart Manager), do the following: Go to your Smart Manager app and tap on ‘Battery’. Under ‘App Power Saving’, tap ‘Details’. Tap on ‘Youper’ and tap ‘Disable’.
• Samsung (Android 7), do the following: Go to your device settings and tap ‘Device Maintenance’, then tap on ‘Battery’. Scroll down and tap ‘Unmonitored apps’, then add Youper to this list. Go to your phone’s Settings, tap “Applications”, tap “Application Manager”, then tap “Youper”. Tap “Notifications”, enable “Allow Notifications”, then disable “Hide on lock screen”. 
• Samsung (Android 8.0), do the following: Open your phone’s Settings app, tap “Apps”. Tap the three-dot icon in the top right corner, then tap “Special access”. Tap “Optimize battery usage”, then tap “Apps not optimized”. Select “All apps”, find Youper and disable it here. Go to your device settings and tap ‘Device Maintenance’, then tap on ‘Battery’. Scroll down and tap ‘Unmonitored apps’, then add Youper to this list. Tap ‘Always Sleeping apps’ and make sure Youper is not listed there.
• Samsung (Other): Several Samsung smartphones have issues with Notification Settings, here are some articles to help you: 
  • https://thedroidguy.com/2019/01/how-to-fix-your-galaxy-s7-notifications-not-working-properly-after-android-oreo-update-1085884
  • https://thedroidguy.com/2019/02/how-to-fix-samsung-galaxy-note-9-notifications-not-appearing-1099049
• Zenfone: Go to your ‘Asus Mobile Manager’. Turn on ‘Allow’ for Youper. Go to your app launch manager and allow Youper. Go to battery saving settings and exclude Youper. Allow Youper to autostart in your device’s Autostart Manager.
• Huawei: Go to ‘Privacy and Security’ in your device settings. Add  Youper to your ‘Protected Apps’. Add Youper in your Startup apps. Go to screen energy saver settings and allow Youper to interrupt the screen energy saver. Go to battery settings, tap ‘Lock screen cleanup’ and exclude Youper. Go to your ‘Settings’, tap ‘Apps’, then ‘Advanced’. Tap ‘Ignore Battery Optimizations’, find Youper and ignore it (not “Allow”).
• Huawei (Android 8): Go to your phone Settings and tap ‘Apps & Notifications’, ‘Apps’, ‘Youper’, ‘Battery’. Turn off ‘power intensive prompt’, then select ‘Launch’, turn off ‘Manage automatically’ and change it to ‘manually’.Then turn on ‘Auto-launch’, ‘Secondary launch’ and ‘Run in the background’. Go back to ‘Apps’, then tap the ‘Settings’ option at the bottom of the app list. Tap ‘Special access’, then ‘Ignore battery optimization’. Tap the arrow on the top right and choose ‘All apps’. Find Youper in the list of apps and choose ‘Allow’. Go back to ‘Apps’, tap ‘Youper’, then tap ‘Notifications’. Turn on ‘Allow notifications’, ‘Display in status bar’, ‘Banners’, ‘Lock screen notifications’ and ‘Priority display’.
• Lenovo: Settings > Power Manager > Background app management > flip Allow auto-start for Youper.
• OnePlus: Settings> Apps > gear icon > Apps Auto-launch > enable Youper.
• Oppo: Security Center > Privacy Permissions > Startup Manager > allowYouper.
• Samsung: Settings > Security > Auto-start Management > Set Youper to “Allowed”. Also, you will need to exclude Youper from any of the battery optimization features on your device. For that go to Settings > Battery > disable battery optimization for Youper as well as checking to make sure the Restrict background data setting is disabled.
• Vivo: Set Youper in the white list for speedup. Go to “Settings”, “Status bar and notification”, find “Youper”, turn on the “Allow notification”, “Show on lock screen”, “Badge desktop app icon” and the “Top preview” switches. Please go to “Imanager”, “Power manager”, “Excessive background battery usage” and allow Youper to continue running when the background power consumption is high. Please go to Settings, tap “More settings”, tap “Applications”, tap “Autostart”, then turn on the switch for “Youper”.
• Xiaomi: Go to your device settings and tap ‘Additional Settings’. Tap ‘Battery & Performance’, ‘Manage Apps Battery Usage’, ‘Choose Apps’. Tap on ‘Youper’ and choose ‘No Restrictions’. Go to Settings, Permissions, Autostart (tap here). Turn on Autostart for Youper. Go to your Power settings policy and allow Youper to wake up your device. Open the apps, then press the “Recent Apps”/”App Overview” button (the square button or the button with three horizontal lines). In “Recent Apps”/”App Overview”, find Youper, and pull down on it to “lock it”, so it never gets cleared

If none of this helps, go to Settings > Apps > Select Youper > Battery > then choose optimization and disable battery optimization.

If your device is not on the list try to search for “push notifications not working” + add your phone brand or operating system name.

‍

You can manage your personal factors during the selection process. Just tap and hold the personal factor you want to remove and click on the "x" icon. Only factors that you have added can be removed.  Default factors cannot be removed.

If you have any further questions, please contact us.

‍

If you wish to delete your account please use the following steps:

1. Open Me section
2. Click on Settings Icon (Top right corner)
3. You can find at the bottom of the list the option called “Delete my account”.
4. If you receive an error message, wait a few minutes and try again.

Should you be unable to delete your account please contact our support team, and we will assist you.

To protect yourself and your information, you'll want to use passwords that are long, strong, and difficult for someone else to guess while still keeping them relatively easy for you to remember.

Tips for creating strong passwords

1. Never use personal information such as your name, birthday, user name, or email address. This type of information is often publicly available, which makes it easier for someone to guess your password.
2. You can use a longer password. Your password should be at least six characters long, although, for extra security, it should be even longer.
3. Don't use the same password for each account. If someone discovers your password for one account, all of your other accounts will be vulnerable.
4. Try to include numbers, symbols, and both uppercase and lowercase letters.
5. Avoid using words that can be found in the dictionary. For example, swimming1 would be a weak password.
6. Random passwords are the strongest. If you're having trouble creating one, you can use a password generator instead, like Firefox Password Manager.

‍

Youper strongly supports security research into our products, and we appreciate the effort from those who help us make mental health care accessible to everyone.

If you have found a vulnerability, please submit all bugs using this form. Do not send vulnerabilities via email, and please avoid using video.

Do not threaten or attempt to extort Youper. We will not award any bounty if you threaten to withhold the security issue from us or if you threaten to release the vulnerability or any exposed data to the public.

‍

If you are a long-time user of Youper, you are enjoying the premium features for free. However, if you haven't used the account for more than one year or requested to have your account deleted, and then got back to Youper, your free premium access is no longer active.

‍

Yes, Youper does provide a way for you to download your data.

To start the process, you will need to log in to your Youper app and go to:

Me > Gear icon on the top right corner > Request my data.

‍

This is an important question, and we are glad you are wondering about this. Youper uses what it learns from you to become a better assistant and generate insights on how to improve your emotional and mental health. From a security perspective, all data are stored in a safe and very restricted cloud infrastructure. It is not accessible to anyone for any reason.

For more details, you can check our privacy policy and terms of use.

Youper works great alongside therapy. You can talk to your therapist about Youper and share your insights and breakthroughs.

At this time, it isn’t possible yet for your therapist to access your Youper data directly, but this is on our roadmap, and we are working on a solution. Meanwhile, we have a suggestion:

You could then either send screenshots by email or text prior to your next therapy session or bring them with you in person.

‍

Everybody has those busy days when we forget to do things! If you have missed recording an important event or an emotion you were feeling in the past, you can track the mood that you were feeling yesterday as a normal conversation with Youper today.

After you are finished, go to: 

Mind > Click on the conversation card > Click on the "..." icon on top-right > Change the date.

‍

A streak is the number of days in a row you have checked in with Youper. 

Checking in daily is also what unlocks some insights while chatting with Youper.

‍

If you wish to update your card details, you can do so within the app by navigating to "manage subscription".

Go to: Me > Gear icon (top right corner) > Manage subscription

This will open up your browser where you will need to log in with your existing user login combination. From there, you will be given the option to update your payment method on file.

Sometimes, you may be prompted to provide your User ID. This helps us to be able to pinpoint that we are indeed looking at your correct account as some users throughout time open more than one Youper account with different email addresses.

You can locate your User ID by going to:

Me > Settings > My Account and copy the User ID in the field at the very bottom. 

‍

If you are wondering when your subscription automatically renews, you can easily count that out by adding exactly one year to your original date of subscription or accessing active subscriptions on your device.

• Android

1. On your Android phone or tablet, open the Google Play Store.
2. Check if you’re signed in to the correct Google Account.
3. Tap Menu  Subscriptions.

• iOS

1. Open the Settings app. 
2. Tap your name. 
3. Tap Subscriptions. (If you don't see "Subscriptions," tap "iTunes & App Store" instead. Then tap your Apple ID, tap View Apple ID, sign in, scroll down to Subscriptions, and tap Subscriptions.)
4. Tap the subscription that you want to manage.

‍

If the preset font size of Youper (Normal) doesn’t suit your needs, you have the option to change the size from Extra Small to Extra Large.

Please access this part of your account by going to:

Me > Settings > then scroll towards the bottom to see the menu “Text size”.

This is an important question and it’s great that you are wondering about this! Our emotions are often linked to something in our environment like work, school, relationships, friendships, health, and many other things. 

Youper encourages you to try linking your emotions to factors because this will provide you with ideas about the things that have the strongest impact on your mood. This can also help you start to consider potential ways to improve moods when they are negative or enhance moods when they are positive. 

The “insights” section of the app will track which factors are most commonly linked to certain emotions.

We’re blending artificial intelligence and effective psychological approaches into the world’s first emotional health assistant to deliver effective mental health support that is more enjoyable and personalized to each user’s needs.

There aren’t any human operators typing back to you, but no worries, our team of scientists and psychologists, led by Dr. Jose Hamilton, is always feeding Youper with the latest scientific research about the mind and the brain to support you better.

This is a very important question, and we appreciate you taking the time to ask us.  We understand that it is typical to have multiple different emotions at the same time and realize that it can feel frustrating not to be able to record all the emotions you are feeling.

Youper’s goal is to help you better understand your emotions and what causes them, and a key part of that process is trying to simplify and focus on what is having the strongest impact on your current mood.  We, therefore think it is important to try to focus the discussion on the strongest emotion you are feeling at a given moment. 

If you feel the situation is more complex, we encourage you to have multiple separate conversations to explore the different emotions you are feeling.  For example, if you’re feeling both anxious and angry, in one conversation, try to pinpoint what is making you anxious, then in another conversation, try to identify what is contributing to your anger.  You may find that these two emotions are actually caused by very different things, which can give you insight into how to manage best how you are feeling.

‍

Youper DOES NOT provide a medical diagnosis or treatment options. If you require medical advice, the best approach is always to consult your doctor or other healthcare professionals.

You can count on Youper to help you monitor symptoms and enable you to have more informed conversations with your doctor.

‍

We are very sorry to hear that! You might be able to resolve this from your own end very quickly. Could you try to recover your subscription by going to:

Me > Settings Icon > Manage Subscription > See the plans > Recover Purchase

Please contact support if this solution doesn’t work for you. 

‍

Identify if it is really your password that is keeping you from getting access. It might also be your FACE ID two-step verification.

Here are solutions for either situation: 

Password: For password recovery, you need to be logged out (sign out of your account if you are logged in), click on recover password, get the email, log in with the temporary password, and then change the password after this process.

         There are two important things to notice:

1. The link has a 1-hour expiration.
2. If you click on the reset password link more than once, only the last link will be valid. The other ones will expire. Gmail will group them into the same 'conversation,' and if you click on the 1st link, it will expire. Therefore, you will need to make sure to click the link to the latest email.
3. If you aren’t receiving the password reset email, be sure to double-check in your spam folder.

Face Id: If you are having trouble with the Face Id, you need to log out of Youper, then log in again and update the Face Id.

‍

We understand how frustrating it can be when your Youper app is not working properly. The good news is that there are a few things you can do to fix it from your end.

1. Make sure you are using the latest version. If not, update your version by accessing your app store and looking for Youper. When installing the latest version of Youper, please avoid closing the app during the initialization process.
2. Check your connectivity. Sometimes just by switching to WiFi, closing and re-opening the app bring things back to normal. 
3. Uninstall Youper and install a brand new version. Sometimes, updates don't work as expected.
4. Check if you have enough storage space free on your device, possibly clean the storage and cache.
5. If you are still having issues afterwards, please submit a request to our support team and add a few screenshots so we can understand your issue and fix it asap.

‍

We are unable to process refunds when you make your purchase through the Apple App Store or Google Play because they have their own billing management system (they are the ones processing your payment). 

You can follow these instructions to start the refund process following their refund policies:

• Apple Store
• Google Play

Remember:

• You can cancel your subscription at any point to stop any future payments. To avoid being charged again at your renewal date (or at the end of your free trial period), be sure to cancel your subscription or trial at least 24 hours beforehand with the instructions left at the bottom of this page. 
• Uninstalling Youper from your devices does not automatically cancel your subscription.

‍