How can we help?

What happened?

An account block is different from a wrong password or a temporary connection error. Starpolar may block access when activity appears to violate the Terms of Service or creates an account-security risk. Reinstalling the app or signing in on another device will not bypass it.

Request a review

1. Open the review form from the button below.
2. Use the email address linked to the blocked account.
3. Include your platform, app version, approximate time of the block, and a short factual description.

Support reviews the available account and security information. A review does not guarantee restored access, and some security details may not be disclosed.

What stays protected?

Support cannot see your password or end-to-end encryption key. An existing App Store or Google Play subscription also remains separate from the block.

Never send a password, QR approval screenshot, payment card number, or verification code.

Request a review

Email and password

1. Choose Sign in with email.
2. Enter the exact email address linked to Starpolar.
3. Select Forgot password?, then check inbox and spam.

Password reset only applies to a Starpolar email/password login. If a link expired, request a new one and use the newest email.

Apple

Use Continue with Apple with the same Apple Account as before. If you used Hide My Email, keep using the Apple button instead of typing the private relay address manually. Starpolar cannot reset an Apple Account password.

Official Apple Account recovery

Google

Use Continue with Google with the original Google Account. Google handles forgotten passwords, usernames, and missing verification codes.

Official Google Account recovery

Not sure which method you used?

Try your usual provider button before registering again. A different provider or email can create a separate Starpolar account with separate cloud data.

Support cannot recover provider credentials. Apple and Google recovery happens only through their official account-recovery pages.

What happened?

Account deletion starts a 30-day recovery period. The period begins when the deletion request is accepted; account access is paused while deletion is pending.

Restore in the app

1. Sign in with the same email/password, Apple Account, or Google Account used before deletion.
2. When Starpolar shows the deletion state, choose Restore account.
3. Wait for sign-in and cloud status to refresh before changing devices or reinstalling.

If restoration fails during the 30-day period, contact Support promptly from the linked email address. After permanent deletion, the app cannot restore the account.

What can return?

Restoring reactivates the server account and data still present in its recovery state. It cannot recreate local data, cloud files, or store purchases that were deleted separately.

Account deletion does not cancel Plus. Check Apple or Google separately if you no longer want the subscription to renew.

Delete in the app

1. Open Settings.
2. Open Profile.
3. Select Delete account and confirm.

This starts the 30-day recovery period. After it ends, remaining account data is permanently deleted or anonymized unless limited retention is legally required.

Without app access

Use the contact form or email hello@starpolar.app, preferably from the linked address. Support may request enough information to verify ownership, but will never request your password or verification code.

Separate actions

Account deletion does not automatically remove every local file from every device. Use Data & Cloud → Clear local on a device when you also want its local app data removed.

Cancel Plus separately. Deleting the account or uninstalling Starpolar does not cancel an App Store or Google Play subscription.

Read the complete deletion information

What happened?

The device was locked in Device Management or its security trust was revoked. It can no longer sync or open protected cloud data. This is stronger than ending only its sign-in session.

Unlock from another device

1. Open Settings → Data & Cloud → Encryption on another eligible device.
2. Select the locked device from the device list.
3. Choose Unlock device and confirm.
4. Return to the affected device and refresh its status.

A locked device cannot unlock itself. It must be unlocked from another eligible device.

What stays protected?

Encrypted cloud data remains unavailable on the locked device. Local files may remain there, so use the operating system's remote erase feature if the physical device was lost or stolen.

If you do not recognize the device or lock, secure the Apple, Google, or email account used for sign-in and contact Support.

What happened?

A session was ended from Device Management, by signing out all devices, or by another account-security action. The device must authenticate again, but it is not necessarily locked.

Sign in again

1. Use the same sign-in method and account as before.
2. Complete email or provider verification if requested.
3. If the app requires E2E device approval, approve it from an already eligible device.

If the session ends again immediately, do not keep retrying. Check the account block, deletion, device approval, and connection messages shown by the app.

What stays intact?

Ending a session does not itself delete the server account. Local app data normally remains, but it stays separate from cloud access until sign-in and any required approval finish.

Unexpected sign-out? After signing in, review the device list under Data & Cloud → Encryption and end or lock sessions you do not recognize.

When this appears

Device approval belongs only to optional end-to-end encryption for Filesync. Without E2E device approval being active, this step does not appear.

Approve with another device

1. Keep the approval or QR screen open on the new device.
2. On an already approved device, open Settings → Data & Cloud → Encryption.
3. Choose Approve new device and scan the QR code.
4. Wait for both devices to confirm before closing the screens.

If no approved device remains

Support can verify account access, but cannot recreate an end-to-end encryption key or bypass device approval. Affected E2E-encrypted cloud content may remain inaccessible.

What stays protected?

Cloud content remains encrypted while approval is pending. Support cannot read or recreate the end-to-end key.

Treat approval QR codes like security credentials. Do not send screenshots to Support or another person.

The Assistant is optional

Starpolar does not send Assistant requests until you actively enable the AI Assistant. You can disable it again in Assistant Settings. AI responses can be inaccurate, so review suggestions and previews before accepting them.

What is sent for a request?

Your text or voice transcript is sent through Starpolar's Assistant backend to Mistral AI. Depending on the request, Starpolar can add compact context needed to understand it, such as the relevant task, appointment, meal, workout, or finance entry. Images or documents are included only when you deliberately attach them.

Your complete local database and unrelated local files are not uploaded with every request. Technical request metadata, safety signals, language, and token usage may also be processed to operate and protect the service.

How voice mode works

1. The speech-recognition service available on your device turns your microphone input into text.
2. Starpolar sends that transcript to Mistral AI like a typed request.
3. For a spoken reply, Starpolar sends the generated answer, the German or English reply language currently selected by Starpolar, and your selected voice to Cartesia.
4. Cartesia returns audio. Starpolar stores its temporary server copy for up to one hour, then removes it.

Cartesia receives the reply text needed for speech generation, not your complete Starpolar database. Voice mode therefore involves both Mistral AI for the answer and Cartesia for the spoken output. The one-hour limit applies to Starpolar's temporary copy; Cartesia's own retention depends on Starpolar's Cartesia plan and account configuration.

Safety, storage, and improvement

Requests and attachments may be screened for abuse or unsafe content. Starpolar logs a fingerprint and technical metrics instead of the full prompt in ordinary service logs. A short encrypted chat history remains on your device for session continuity. Optional Assistant-improvement data is processed only when you enable that separate setting.

Do not send passwords, verification codes, private encryption keys, or information you do not have permission to share.

Providers and legal details

Mistral AI is a French provider. Cartesia AI, Inc. is a United States voice provider. Processing follows the applicable commercial and data-processing terms; subprocessors or protected transfers outside the EEA may apply. Provider retention and model-improvement controls depend on Starpolar's provider plans and account configurations. See the current Privacy Policy for the binding details.

See the simple data overview

Choose the correct scope

• Only this device: use Data & Cloud → Clear local.
• Filesync cloud copies: use Data & Cloud → Clear cloud from an eligible trusted device.
• Account and associated server data: delete the account or send a verified data request.

Request without app access

Use the linked email address where possible and describe whether you want account deletion, access, correction, restriction, or portability. Support may request additional information only to confirm identity and prevent unauthorized deletion.

Timing and exceptions

EU data-protection requests are generally answered without undue delay and within one month. Erasure is not absolute: limited data may need to remain for legal obligations, abuse prevention, or legal claims. Any refusal or limitation must be explained where required.

Read the European Commission overview of individual data rights and Starpolar's Privacy Policy.

Send a data request

Create an in-app export

1. Open Settings → Data & Cloud.
2. Select Export my data.
3. Choose a location for the generated .json file.

The file contains user-generated data available to the app on that device. It is useful as a readable archive, but it is not a full device backup and may not include server security logs, subscription records, data found only on another device, or cloud content unavailable to this device.

If export fails

Check free storage, file access, and the selected destination. Canceling or failing the save does not delete existing data. Try a local folder before a third-party storage provider.

Need a formal data copy?

For account-level access or portability beyond the in-app export, send a verified personal data request.

Local data

Encrypted app data stored on one device. Clear local removes that device's app data and signs it out locally, but does not delete the server account or automatically remove copies on other devices.

Cloud data

Encrypted Filesync copies used between devices. Clear cloud removes cloud files, while local copies can remain. Turning sync off only stops future synchronization; it is not the same as deletion.

Account data

Identity, contact details, account state, device registrations, subscription entitlements, and related server records. Account deletion starts the 30-day recovery and deletion process.

Before removing anything

Export important local data and check which device has the current version. A local deletion cannot be recovered from Starpolar unless another usable copy still exists.

One action does not imply the others: uninstalling, clearing local data, clearing cloud data, deleting the account, and canceling Plus are separate operations.

See storage locations in plain language

Create a household

1. Open the Household area in Starpolar.
2. Choose Create household, then set its name and avatar.
3. Create an invite and share its link or code only with the intended people.

Join a household

1. Open the invite link or choose Join with code.
2. Enter the complete 12-character invite code.
3. Check the household shown and confirm.

You need a signed-in Starpolar account and an internet connection. An account cannot join while it already belongs to another household. Invite codes can expire or be deleted by their creator.

Joining does not merge accounts. Each person keeps their own sign-in, personal data, and devices.

Check the code

• When possible, open the complete invite link directly.
• For manual entry, include all 12 characters; separators may be formatted automatically.
• Ask the inviter to check under Household → Invite whether the invite remains active.

New invites are designed around a 24-hour expiry in the client. Deleted or expired codes do not become active again; create a new invite.

Member limit

Four people are included for free. From the fifth person onward, at least one household member needs Starpolar Plus. The technical maximum is twelve people.

Other blockers

Joining can fail when your account already belongs to a household, the device is offline, the session expired, or household encryption is still being prepared.

Shared areas

Depending on the feature used, a household can contain shared calendar entries, household tasks, shopping lists, meal planning, shared training content, and household finance. Changes in these shared areas can appear for other eligible members.

Not shared automatically

Joining does not automatically share your entire personal calendar, private tasks, full nutrition history, personal finance area, account credentials, or local files. Personal and household views remain separate.

Sensitive nutrition information

Before sharing saved allergies and intolerances for household meal suggestions, Starpolar asks for explicit consent. Without consent, those values are not transferred into the household.

Share invite links and household content only with people you trust. Members can see content made available to their permission inside the household.

Who needs Plus?

No Plus subscription is required for up to four people. From the fifth person onward, at least one active Plus member in the household unlocks the larger capacity and supported shared Plus features. The intended maximum is twelve people.

When Plus ends

The app shows a remaining household grace period. After it ends, the most recently joined people above the free four-person limit may become inactive. An active Plus member restores eligible household access.

Store billing remains attached to the purchasing Apple or Google account. Other members do not receive a transferable store subscription; only supported household capabilities are unlocked.

Leave as a member

Open Household → Management → Leave household. This ends your access to shared household areas. It does not delete your Starpolar account or personal data.

As the owner

An owner can transfer ownership to another member or remove members. Removing someone does not delete their Starpolar account. To delete the whole household, first transfer ownership or remove every other member.

Delete the household permanently

The app allows deletion only when the owner is the sole remaining member. This disables shared household content on every device and cannot be undone. Export or transfer anything needed first.

Check in Starpolar

1. Open Settings → Notifications.
2. Check the master switch for the affected area: Schedule, Training, Meals, Water, Finance, or Household.
3. Check its time, days, and selected reminder.
4. Open Starpolar briefly after changes so local reminders can be rescheduled.

Check system permission

If Starpolar shows “Notifications disabled,” choose Open permission and allow notifications in iOS or Android. Focus or Do Not Disturb modes, quiet delivery, and battery restrictions can still delay or hide alerts.

What not to do first

Reinstalling may put local data at risk and is not the first troubleshooting step. Check permission, Starpolar switches, date and time, and whether the relevant item remains active.

Supported connections

Starpolar can import selected device calendars such as iCloud or Exchange, as well as Google Calendar and Outlook Calendar. External events appear in Schedule; the current device-calendar link is configured for import and does not automatically write Starpolar changes back to the external calendar.

Device calendars

1. Open calendar connections in Schedule settings.
2. Confirm Starpolar has system-calendar access.
3. Select the calendars you want again.

“No device calendar found or access blocked” means no readable calendar is available or operating-system permission is missing.

Google or Outlook

Check the connected email address and selected calendars. Outlook requires reconnection when its sign-in expires. Disconnecting removes only Starpolar's link and locally stored sign-in; original provider events remain.

If only individual events are missing, check the selected calendar, visible date range, and whether the event is actually stored with the connected provider.

What happened?

This device and the cloud disagree in a way Starpolar cannot merge safely. Sync pauses before either side is overwritten. Available choices depend on which copies still exist.

Understand the choices

• Use cloud: replaces relevant local data on this device with the cloud copy.
• Upload local: replaces the cloud copy with data from this device.
• Pause sync: changes neither side and lets you decide later.

Before choosing

Identify which device has the newest correct data. Export this device's data when possible. Do not uninstall Starpolar, clear local data, or use a hard reset before deciding.

Open Settings → Data & Cloud → Reactivate sync to return to the decision. Some choices may be unavailable when Starpolar cannot safely perform them.

A completed replacement can overwrite the other copy. If uncertain, choose Pause sync and contact Support with platform, app version, and conflict wording.

Why sync stops

Cloud data was written by a newer Starpolar version or uses a format this installation cannot safely process. Sync stops instead of writing an older format over it.

What can you do?

1. Open the App Store or Google Play and update Starpolar.
2. Restart the app while online.
3. Open Settings → Data & Cloud and let sync refresh before editing the affected data.

If no update appears, confirm the store is using the correct Apple or Google account and refresh the store page. Temporary network or service failures are different: local features remain available and queued sync work retries.

Still blocked?

Send Support your platform, Starpolar version, and exact update message. Do not clear local data or reinstall while unsynced changes exist.

What happened?

Filesync requires active Plus access. When known Plus access ends, uploads, downloads, cloud listing, and cloud deletion are blocked. Local app data on each device remains unchanged.

Restore sync

1. Confirm Plus is active in the purchasing store.
2. Open the Plus screen and use Restore purchase if needed.
3. Stay signed into the Starpolar account that should receive Plus.
4. Return to Data & Cloud and allow sync to refresh.

Cloud retention

Filesync cloud data is generally removed 30 days after a known Plus expiry date. Automatic deletion applies only when Starpolar knows an actual expiry date. Treat this period as recovery time, not as a backup promise.

Ending Plus does not remove local data. Export important data from each device before clearing or replacing anything.

Purchase active, but Plus missing

1. Confirm the subscription is active under the Apple Account or Google Account used for purchase.
2. Make sure Starpolar is online and signed into the Starpolar account that should receive Plus.
3. Open the Plus screen and select Restore purchase.
4. Wait for entitlement refresh before buying again.

A purchase belongs to its store account and must be restored through the same store. Starpolar Support can check whether an active store purchase reached a Starpolar account, but cannot move billing between Apple and Google.

Cancel or request a refund

Deleting the Starpolar account or uninstalling the app does not cancel billing. Manage cancellation and refund requests with the store that charged you.

• Cancel an Apple subscription
• Manage a Google Play subscription

Contacting Support

Include platform, purchase date, store, and Starpolar account email. Do not send card details, store passwords, or verification codes.

Contact Support