Using the in-app support chat (Sophia)

Yes, Nutrola has an in-app support chat called Sophia. Open it from Profile/Settings, Support & Legal, Contact us. Sophia offers guided buttons for billing and refunds, reporting a bug, and deleting your account, and you can also type any question. Sophia is read-only and can hand off to a human who typically replies within about 24 hours.

How do I open Sophia?

1. Open the Profile/Settings tab.
2. Scroll to the Support & Legal section.
3. Tap Contact us.

This opens the Sophia support chat. The conversation starts with a greeting and a set of suggestion buttons. You can also email the team directly at support@nutrola.app if you prefer.

What can Sophia help with?

When the chat opens, Sophia shows three guided buttons:

• Subscription / Refund for billing questions, including canceling your subscription, requesting a refund, and managing your plan.
• Report a bug to describe something that went wrong and pass it to the team.
• Delete my account for instructions on permanently removing your account and data.

Tapping a button walks you through a short set of follow-up choices (for example, choosing iPhone / App Store or Android / Google Play for store-specific steps). You do not have to use the buttons, you can type a question at any time in the message box at the bottom.

Can I type my own question?

Yes. Type anything in the message box and Sophia answers using Nutrola's support knowledge base. Free-text questions are handled on Nutrola's servers, and Sophia replies in your app language. If Sophia cannot fully resolve your question, it can hand the conversation off to a human (see below). If you are offline or the service is unreachable, Sophia falls back to a simpler set of guided buttons so the chat still works.

Can Sophia change my account, cancel, or refund for me?

No. Sophia is read-only and never changes your account or billing. It can explain steps and point you to the right place, but it cannot cancel a subscription, issue a refund, or delete your account on your behalf. Refunds are decided by Apple or Google, cancellation happens in your store account, and account deletion is done by you in the app. Can Nutrola support cancel my subscription or issue a refund?

How do I reach a human?

In the chat, choose Report a bug or Talk to a human. Sophia gathers your conversation and passes it to the support team, who typically reply within about 24 hours (this is a typical time, not a guarantee). What happens when I ask to talk to a human in support chat

Can I send a screenshot?

Yes. Tap the paperclip (attach) icon next to the message box to open Send an attachment, then choose Camera or Photo library. A screenshot is especially helpful when reporting a bug. How to attach a screenshot when contacting support

For related help, see How to contact us, How to report a bug, How refunds work, Cancel your subscription on iPhone or iPad, Cancel your subscription on Android, and Delete your account and all data.

Still need help? In the app, open Profile/Settings → Support & Legal → Contact us to chat with our support assistant, or email us at support@nutrola.app.