ABOVE SUPPORT GUIDE
Last Updated: 6 October 2026
Operator: New Version Limited
Location: New Zealand
Contact: above.support@newversion.studio
IF YOU NEED HELP RIGHT NOW
If you are in immediate danger or thinking about ending your life, please contact your local emergency number now. You can also find a free helpline in your country at https://findahelpline.com. Above is not an emergency service, and we cannot respond to email in an emergency.
For anything else, email above.support@newversion.studio. We usually reply within 2 working days.
TABLE OF CONTENTS
1.0 Getting Started
2.0 Using Above Without an Account
3.0 Accounts and Sign-in
4.0 Above Plus
5.0 Privacy and Your Data
6.0 Olie and AI
7.0 Safety and Crisis Support
8.0 Widgets
9.0 Notifications
10.0 Troubleshooting
11.0 Contact Us
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1.0 GETTING STARTED
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Q: What is Above?
A: Above is a calm coach for stress, anxiety, anger, overthinking, confidence, sleep and heartbreak. You climb a Sky Path of 5-minute activities, reach for calming tools when you need them, log your mood in the Sky Journal and chat with Olie, an owlet companion, along the way.
Q: Is Above therapy?
A: No. Above can help you practise skills many people find useful, but it cannot diagnose or treat anything. Talking to a professional can really help too.
Q: Which devices does Above work on?
A: Above is for iPhone, iPad and Android phones. It is available in English.
Q: Does Above work offline?
A: Mostly, yes. Activities, calming tools, SOS "Calm now" and your Sky Journal work without a connection. Chatting with Olie, the community and Sky Check need one. The crisis screen works offline.
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2.0 USING ABOVE WITHOUT AN ACCOUNT
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Q: Do I need an account?
A: No. Tap "Maybe later" when onboarding offers to save your plan, and you can still use the Sky Path, tools, SOS, the Sky Journal and Olie's Nest. You can create an account later in Settings, then Create an account. Olie chat, the community and Sky Check need an account. Above explains why and offers to create one when you open them, and "Not now" takes you back.
Q: Where is my progress stored?
A: Your progress, moods and notes are stored on your phone. They are not synced to our servers, so they do not move to a new phone. They are included in your phone's own backups, for example iCloud Backup on iPhone and iPad.
- Olie chats, community posts and Sky Check answers are stored on our servers, linked to your account.
- If you have an account, your onboarding answers and chosen journeys are kept with it too, so logging in on a new phone brings back your plan (not your streaks or finished steps).
- Logging out keeps your progress on this phone. To remove it, tick "Also clear this phone" when you log out. Deleting the app clears it too.
Q: How does my sunrise streak work?
A: Your streak grows on each day you finish a journey activity, a technique session or a reflection. Every 7 days in a row earns a Cloud Cushion (you can hold 2), which keeps your streak safe on a day you miss.
Q: What are Sunbeams?
A: Sunbeams are the light you collect for practising. They grow your skills and your level. They are never bought or spent, and every mood you log earns the same.
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3.0 ACCOUNTS AND SIGN-IN
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Q: How can I sign in?
A: With Continue with Google, Continue with Apple (on iPhone), or your email address and a password.
Q: I signed up with email. Why do I need to confirm it?
A: We send a confirmation link to make sure the email address is yours. After you sign up, Above asks you to check your inbox. Open the email on your phone and tap the link, then return to Above and log in. Check your spam folder if it does not arrive within a few minutes.
Q: I forgot my password. What do I do?
A: On the log-in screen, tap "Forgot password?" and enter your email. We will send a reset link.
Q: I used Hide My Email with Sign in with Apple. Is that a problem?
A: No, that is fine. Apple forwards our emails to you. If you contact us, tell us you used Hide My Email so we can find your account.
Q: How do I change my name?
A: Settings, then Manage account, then Name.
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4.0 ABOVE PLUS
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Q: What does Above Plus include?
A: Plus opens every Sky Island on your journeys (the first one on each is free) and more daily chats with Olie. Calming tools, SOS and your Sky Journal stay free for everyone.
Q: Is there a free trial?
A: Some plans include a free trial. The app shows whether a trial is available before you buy. If you do not want to be charged, cancel at least 24 hours before the trial ends. Olie will send you a reminder before the trial ends.
Q: How do I restore my purchase?
A: Open the Above Plus screen, or Settings, then Manage subscription, and tap "Restore purchases". Use the same Apple ID (iPhone) or Google account (Android) that you bought Plus with.
Q: How do I cancel Above Plus?
A: Go to Settings, then Manage subscription, then Cancel subscription. This opens your App Store or Google Play subscriptions. On iPhone or iPad you can also open the Settings app, then your name, then Subscriptions. Deleting the app does not cancel a subscription. To avoid a charge after a free trial, cancel at least 24 hours before it ends.
Q: Can I get a refund?
A: Payments go through the App Store on iPhone and Google Play on Android, so refunds are requested from Apple or Google and follow their policies. There is a shortcut under Settings, then Manage subscription, then Refunds. On iPhone you can also visit reportaproblem.apple.com. We cannot issue refunds ourselves.
Q: I have a promo code. Where do I use it?
A: Codes are redeemed through your app store account: on iPhone in the App Store app (your account picture, then Redeem Gift Card or Code), on Android in Google Play (Payments & subscriptions, then Redeem code).
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5.0 PRIVACY AND YOUR DATA
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Q: Who can see my data?
A: Most of your data stays on your phone. What reaches our servers, and why, is explained in our Privacy Policy at https://sites.google.com/view/above-app/privacy-policy. We do not sell your data, show ads or track you across other apps.
Q: How do I get a copy of my data?
A: Go to Settings, then Privacy & AI, then Export my data. Above creates a file with the data on your phone, plus your profile and Olie chats from our servers if you are signed in, and opens the share sheet so you can save or send it. If our servers cannot be reached, you still get your on-device data, and the file says the server part is missing.
Q: How do I delete my data?
A: Go to Settings, then Danger zone, then Delete account. Your account and the data linked to it are permanently deleted, and progress on this phone is cleared too. Full details are at https://sites.google.com/view/above-app/delete-account. If you do not have an account, your data is only on your phone, and deleting the app removes it.
Q: Does Above track how I use it?
A: No. Above does not collect usage analytics. We do not see which screens you visit or which features you use. Crash reports go to Sentry so we can find and fix bugs, but they are not linked to your account. See the Privacy Policy for details at https://sites.google.com/view/above-app/privacy-policy.
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6.0 OLIE AND AI
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Q: Is Olie a real person?
A: No. Olie's chat replies are written by an AI model made by OpenAI, reached through our provider OpenRouter. Olie can make mistakes and is not a therapist or a doctor.
Q: How does Olie use AI?
A: When you chat with Olie, your messages, your first name and your recent messages are sent to the AI provider to write a reply. Some safety checks send what you write too. If you turn on "Share my details with Olie", your journey and what you said you would like to work on go with each message too, so Olie's replies fit you; the "My details" button in the chat shows whether it is on. Above asks first, and nothing is sold or used for ads. The full explanation is in the "Olie and AI" section of our Privacy Policy at https://sites.google.com/view/above-app/privacy-policy.
Q: Why does Above ask for AI consent?
A: Chatting with Olie, and some safety checks, send what you write to our AI provider, so Above asks first. You can say no. Then Olie chat stays closed, safety checks run on your phone only, and everything else still works. You can change your answer any time in Settings, then Privacy & AI, then AI features.
Q: Can I delete a chat?
A: Yes. Tap Olie in the centre tab, open the Insights tab, tap the chat, then "Delete this chat" and confirm. The chat, its messages and its insights are deleted for good. Anything you saved to My Learnings stays. Chat messages are also deleted automatically after 24 months.
Q: Why did Olie say it can't chat right now?
A: There is a daily chat limit. It resets every day (at midnight UTC), and it is higher with Above Plus. If you are not near the limit, check your connection and try again.
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7.0 SAFETY AND CRISIS SUPPORT
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Q: What if I need help right now?
A: Above supports your wellbeing, but it is not therapy or a medical service. If you are in immediate danger or thinking about ending your life, please contact your local emergency number, for example:
- 111 in New Zealand
- 000 in Australia
- 911 in the United States and Canada
- 999 or 112 in the United Kingdom
You can also find a free helpline in your country at https://findahelpline.com. In the app, go to Settings, then Crisis support for helplines in your country. The crisis screen works without an internet connection.
Q: How does Above find crisis lines near me?
A: Above uses your phone's region setting to choose a country, and you can tap "Change country" on the crisis screen to pick another one. Where a country has no line listed, the crisis screen shows your local emergency number and a link to findahelpline.com.
Q: The crisis screen shows another country's numbers. What do I do?
A: Tap "Change country" on the crisis screen, or check your phone's region setting. If a number does not connect, call your local emergency number or search at https://findahelpline.com, and please email us the country and the number shown so we can fix it.
Q: Does anyone read my chats or journal?
A: No one at New Version Limited reads chats or journals in real time. Above checks what you type for signs of crisis, first on your phone and, if you have agreed to AI features, also by an AI model. If a risk is found, Above shows the crisis screen. Above does not contact emergency services, a helpline or anyone else for you, and safety checks can miss things or sometimes flag something that is not a crisis.
Q: What if I am worried about someone else?
A: If someone is in immediate danger, call your local emergency number and stay with them if it is safe to do so. A helpline in your country can also advise you on how to support them.
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8.0 WIDGETS
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Q: Which widgets are there?
A: Widgets are available on iPhone and iPad:
- Find calm opens SOS "Calm now".
- My if-then shows your latest saved if-then plan.
- My chosen plan (iOS 17 and later) shows a plan you choose.
- Sunrise streak shows your streak.
To add one, touch and hold your Home Screen or Lock Screen, tap Edit, then Add Widget, and search for Above.
Q: My widget isn't updating. What do I do?
A: Open Above once. Widgets update when the app saves new data. If it still looks stale, remove the widget and add it again.
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9.0 NOTIFICATIONS
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Q: How do reminders work?
A: Reminders are optional. Choose which ones you would like, and when, in Settings, then Notifications. You can also turn them off any time in your phone's settings.
Q: I'm not getting reminders. What do I do?
A: Check that notifications for Above are on in your phone's settings, and that a Focus mode or Do Not Disturb is not silencing them. Reminders are scheduled on your phone, so they still work offline.
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10.0 TROUBLESHOOTING
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10.1 SIGN IN WITH APPLE OR GOOGLE ISN'T WORKING
Check your connection and try again. If you signed up with a different method before, use that one. Still stuck? Email us with the method you used.
10.2 MY PURCHASE ISN'T SHOWING
Tap "Restore purchases" on the Above Plus screen, signed in to the same Apple ID or Google account you bought with. If that does not work, email us with the date of purchase (not your card details).
10.3 MY PROGRESS DISAPPEARED
Progress is stored on your phone. Logging out keeps it. It is cleared when you choose "Also clear this phone" at log-out, delete your account or delete the app, and it does not move to a new phone. Logging in on a new phone brings back your plan and journeys, but not your streaks or finished steps. If you restored your phone from a backup made before, your progress comes back with it.
10.4 SOMETHING ELSE ISN'T WORKING
Go to Settings, then Contact us. It opens an email to us with your app version, your phone's operating system version, your plan and your language already filled in below a line, so we can look into it faster. Write your message above the line. If you have no email app, Above copies our address so you can write to us from anywhere.
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11.0 CONTACT US
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11.1 CONTACT SUPPORT
Email: above.support@newversion.studio
In the app: Settings, then Contact us
Response time: we usually reply within 2 working days
Please do not use email for urgent help, because we cannot respond in an emergency.
11.2 WHAT TO INCLUDE IN A BUG REPORT
1. What happened
2. What you expected
3. The steps to repeat it
4. The details line the app adds (the Above version and your phone's system version). Please keep it.
Please do not send passwords, card details or anything you wrote in a private journal.
11.3 MORE INFORMATION
Privacy Policy: https://sites.google.com/view/above-app/privacy-policy
Terms of Use: https://sites.google.com/view/above-app/terms-of-use
Delete Account: https://sites.google.com/view/above-app/delete-account
Community Guidelines: https://sites.google.com/view/above-app/community-guidelines
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END OF SUPPORT GUIDE
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Above is made by New Version Limited, New Zealand.
Need help? Email above.support@newversion.studio