Decode — Support
Need help with Decode? You’re in the right place.
For anything not covered below, email mrrmfamily2022@gmail.com.
We typically respond within 2 business days (Mon–Fri, India Standard Time). Subscription and billing questions are routed to Apple — see below.
Common questions
Subscriptions and billing
How do I cancel my subscription?
> **iPhone:** Settings → tap your name at the top → **Subscriptions** → **Decode** → **Cancel Subscription**.
You'll keep paid features until the end of the billing period you've already paid for.
How do I get a refund?
All payments go through Apple, so refunds also go through Apple. Use:
> [https://reportaproblem.apple.com](https://reportaproblem.apple.com) → sign in with your Apple ID → find Decode → request a refund.
If Apple grants the refund, your tier will downgrade to the free plan once Apple's webhook reaches our server (usually within an hour).
I was charged but my subscription isn't active in Decode.
Try these in order:
1. Pull down to refresh the home screen.
2. Force-quit Decode (swipe up and flick away) and reopen it.
3. Settings → tap your name → Subscriptions — confirm Decode shows as active.
4. Restart your iPhone.
If the tier still hasn't appeared after 30 minutes, email us with:
- The approximate date/time of purchase
- The tier you bought
- Your Apple ID region (US / IN / GB / etc.)
Can I share my subscription with my family?
Yes. Decode subscriptions support **Family Sharing**. After purchase, the family organizer can share access with up to 5 family members through Settings → Family.
I hit my monthly cloud cap. What now?
Each paid tier has a monthly allowance for cloud-assisted analyses. When you hit the cap:
- The app continues to work fully on-device for free-tier-style analyses.
- Your cap resets at the start of the next billing month.
- You can upgrade to a higher tier at any time — the new cap takes effect immediately.
Privacy and data
Is my document sent to the cloud?
Free-tier analyses run **entirely on your device** and never touch the network.
Paid-tier cloud analyses run only when:
1. You're on a paid tier, AND
2. You explicitly approve it via the in-app "review and approve" sheet that shows you the **redacted** text first.
Even then, the original document never leaves your device — only the redacted text (after five layers of personal-information stripping) goes through our Cloudflare Worker to Anthropic's Claude API.
Full detail: see the [Privacy Policy](privacy.html).
How do I delete all my data?
The simplest way: **delete the app from your iPhone**. That removes every analysis stored on your device and the local link to your anonymous identifier.
If you also want the entitlement record on our server purged, email us with the subject **"Decode — Delete my data"** — see [Privacy Policy § 7](privacy.html#7-your-rights-and-how-to-exercise-them).
What information do you have about me?
Almost nothing. We hold an anonymous UUID, your subscription tier, the expiration date, and Apple's anonymous transaction ID. No name, no email, no phone number, no IP address persisted by us, no document content.
See the [Privacy Policy](privacy.html) for the full list.
App features
What document types does Decode support?
- **PDF** files (up to a reasonable size — very large PDFs may be summarized in chunks)
- **Images** (JPEG, PNG, HEIC) — Decode runs on-device OCR
- **Plain text** and **rich text** files
- Documents shared from other apps via the Share Sheet
- Documents scanned with the in-app camera scanner
How do I share a document to Decode from another app?
In any app showing a document (Files, Mail, Safari, etc.):
1. Tap the **Share** icon (square with up arrow).
2. Choose **Decode** from the share sheet.
3. Decode opens automatically and starts analyzing.
If Decode doesn't appear in the share sheet, scroll the share row and tap **More**, then enable Decode.
Why is the analysis sometimes done on-device and sometimes in the cloud?
Decode picks the smallest, fastest model that can handle your document:
- **Short documents** → on-device Apple Foundation Models. Free, instant, fully private.
- **Long documents on free tier** → on-device chunked summarization.
- **Complex / very long documents on paid tier** → routed to Claude in the cloud (with your consent and after redaction). The on-device model is fast but has limits; cloud analysis handles documents the on-device model cannot.
The app shows a small badge during analysis indicating the route taken.
The risk score / red flags don't seem right.
AI analyses are **not perfect**. Decode's output is a starting point for further investigation, not the final word. If a red flag looks wrong, or if you think the app missed something serious:
- Get a second opinion from a qualified professional (lawyer for legal docs, billing advocate for medical bills, etc.).
- Email us with a description of what was off — we use real-world misses to improve the prompts. **Do not include the actual document.**
See [Terms § 4](terms.html#4-the-big-disclaimer-please-read) for the full not-advice disclaimer.
Troubleshooting
The app crashes when I open a document.
Most crashes are caused by one of:
- Very large PDFs (>200 pages) on older devices
- Corrupted or password-protected PDFs
- Images at extreme resolutions
Try:
1. Force-quit and reopen Decode.
2. If the document is a PDF, open it in another app (Files, Preview) to confirm it isn't corrupted.
3. If the document is password-protected, remove the password before sharing to Decode.
If the app still crashes, see "Reporting a bug" below.
The Share Sheet says "Couldn't send".
This usually means the source app didn't grant Decode permission to read the file. Try:
1. Open the document in **Files** first.
2. Use the Share button there → Decode.
For files from third-party storage (Dropbox, Google Drive), download the file to Files first, then share to Decode.
The on-device AI says it isn't available.
Apple Foundation Models requires:
- iPhone 15 Pro / 15 Pro Max, iPhone 16 series, or iPhone Air
- iPad with M1 chip or newer
- iOS / iPadOS 26 or later
On older devices, Decode falls back to cloud analysis (paid tiers) or summary-only on-device features.
Camera scanning doesn't recognize text well.
Tips for better scans:
- Bright, even lighting (avoid shadows and direct overhead light reflections)
- Hold the phone parallel to the page
- Capture one page at a time for dense documents
- For multi-column layouts (medical bills, receipts), zoom in to capture each column separately if needed
Reporting a bug
If something isn’t working, email mrrmfamily2022@gmail.com with subject “Decode — Bug report”.
To help us reproduce the issue, please include:
- What you did (e.g. “tapped Share on a PDF in Files, chose Decode”)
- What you expected (e.g. “Decode would open and analyze it”)
- What actually happened (e.g. “the app launched but nothing happened”)
- Your iPhone model (Settings → General → About → Model Name)
- Your iOS version (Settings → General → About → iOS Version)
- The Decode version (Settings → Decode in the app shows the version)
Please do not attach the actual document — even if you trust us, your email provider keeps a copy. A short description of the document type (“a 12-page rental lease in PDF form”) is enough.
Privacy and Terms
Decode is an independent app built by Mohan Agoramoorthy. Not affiliated with Apple Inc., Anthropic, Supabase, or Cloudflare.