Contact Sombrey
Email support@sombrey.com for help, privacy requests and account deletion. It is Sombrey's one contact address. You do not need an active membership to contact us, and we reply as soon as we can; we don't promise a particular response time.
Operator: Jerrell Kent Johnson, operating Sombrey. Business address: 130 Thimbirigasyaya Road, Colombo 00500, Sri Lanka.
To help us find the problem, include your Sombrey account email, the app version (Settings › About Sombrey), your iPhone model, a short description and roughly when it happened. If you send a screenshot, cover anything private. Never send passwords, verification codes, full card numbers or unnecessary body or health photos.
Sombrey support can't provide medical or emergency care. For an emergency, contact your local emergency services.
Manage or cancel your membership
Sombrey Membership is billed by Apple. To manage or cancel it:
- In Sombrey, open Settings › Subscription and choose Manage subscription; or
- On your iPhone, open Settings › your name › Subscriptions › Sombrey.
Cancel at least 24 hours before your renewal date to avoid the next charge. Cancelling normally keeps your access until the end of the period you've paid for. Uninstalling the app or deleting your Sombrey account does not cancel the subscription.
Purchase problems
- The purchase is still being confirmed: stay on the screen and tap Check again. You don't need to buy a second time; Sombrey re-checks the purchase you already made.
- Membership missing on a new phone or after reinstalling: sign in to the same Sombrey account, then tap Restore Purchases in Settings › Subscription.
- "This Apple ID's membership belongs to another Sombrey account": each purchase belongs to the Sombrey account that bought it. Sign in to that account, or email us with your transaction reference if you think this is wrong.
- Missing scans or meal analyses after buying a pack: packs belong to your Sombrey account, so sign in to the account that bought them. If the balance still looks wrong, email us with the transaction reference from your Apple receipt.
Extra scans and meal analyses
Members can find Allowances & packs in Settings and from the body-scan and meal-photo screens. Review the quantity, the price Apple shows in your country and the membership requirement before buying. Included allowances are used first. Purchased credits don't expire and stay with your Sombrey account, but using them needs an active membership. They can't be moved to another account.
A failed, refused or repeated attempt doesn't use an extra credit. Deleting a saved scan doesn't return the allowance or credit it used. Apple's Restore Purchases doesn't recreate packs you've already used; your balance comes back when you sign in to the same account.
Refunds
Request Apple refunds at https://reportaproblem.apple.com/. A refund may remove the unused credits from that purchase. Contact Sombrey for help with a service that wasn't delivered or with your statutory rights; your mandatory consumer rights remain.
Delete your account
In Sombrey, open Settings › Privacy & Data › Delete account. You'll see what will be deleted, what Sombrey keeps and why, and any unused purchased scans or meal analyses: those credits are forfeited on deletion, subject to mandatory rights, and can't be moved to another account. You don't need an active membership to delete your account.
Deletion runs in stages and the app shows its progress. If you signed in with Apple, you may be asked to confirm once more so Sombrey can remove its access. Deleting your account does not cancel your Apple subscription; manage that separately as described above.
If you can't sign in to delete your account, email support@sombrey.com from the address on the account and we'll help you verify it's you.
Privacy requests
Email support@sombrey.com to ask for access to or a copy of your information, correction, deletion, restriction or portability, to object to processing, or to appeal a decision. You don't need a membership. Tell us which Sombrey account it concerns; we may ask you to confirm your identity in a proportionate way before acting. We respond within the time the law allows.
Inside the app you can also manage your choices directly: Settings › Sombrey Coach & AI for AI permissions and saved details, Settings › Privacy & Data for marketing emails and deletion, and Settings › Apple Health to disconnect Apple Health or delete what was imported. Check Apple's own Health permissions too. Missing imported data can mean there is no data or that read access is off; Sombrey can't always tell which.
See the Privacy Policy for what Sombrey collects, who receives it and how long it is kept.