Milio support

Questions, problems or feedback: write to hello@getmilio.app. We usually answer within two working days.

If you are in danger right now, do not wait for an email. Call your local emergency number (for example 112 in Europe or 911 in the US and Canada), or open Help now in the app.

Where is my data?

On your phone. There is no account and no cloud copy run by us. Your diary entries, voice notes, photos and chats with your companion are encrypted on the phone with a key kept in the phone’s secure storage.

When you talk to your companion, your messages go to our AI provider (Cloudflare) so it can reply. We do not store them on our server. The privacy policy explains what is sent and how long providers keep it.

How do I export my diary?

Open Settings, then Export diary. The app creates a file with your diary entries, a list of your photos and your plans, and opens the share sheet so you can save it where you like, for example in Files or by email to yourself. The export does not include the photos themselves, voice note audio, your chats or your mood check-ins.

How do I delete everything?

Open Settings, then Delete all data, then Delete everything. This removes your diary, photos, voice notes, chats, memories, check-ins, goals, plans and your pet from the phone, along with the encryption key. It cannot be undone, so if you want to keep anything, make a backup first (Settings, then Back up diary).

Deleting the app also removes its data from the phone. On iPhone, a copy may remain in your own iCloud or computer backup; encrypted items in it cannot be read without the key, which is never part of a phone backup.

On our server there is very little, and none of it is linked to you: daily message counts delete themselves after 2 days, and replies you reported after 90 days. If you want to ask about it anyway, write to hello@getmilio.app.

How do I stop my messages going to the AI?

Open Settings and switch off “Talk with” and your pet’s name. The rest of the app keeps working, and the app uses its own built-in stories.

How do I cancel Milio Plus?

Subscriptions are managed by Apple or Google, not in the app.

• iPhone or iPad: open Settings, tap your name, tap Subscriptions, choose Milio Plus, then Cancel Subscription.
• Android: open the Google Play Store, tap your profile picture, then Payments and subscriptions, then Subscriptions, choose Milio Plus, then Cancel subscription. In the app, Settings > Manage in Google Play takes you there.

Cancel at least 24 hours before the renewal date to avoid the next charge. Deleting the app does not cancel the subscription. If you cancel during the free trial you are not charged.

I bought Plus but it is not on

Open Settings and tap Restore purchases. Make sure you are signed in with the same Apple ID or Google account you used to buy it.

Can I get a refund?

Refunds are handled by Apple (reportaproblem.apple.com) or Google (through Google Play, Order history). We cannot issue refunds directly.

I moved to a new phone. Where is my diary?

The diary does not move by itself, because the key that unlocks it stays on the old phone. Before you switch, open Settings on the old phone and tap Back up diary. This makes one file with your diary, photos, voice notes, chats, check-ins, goals, plans and your pet, locked with a passphrase you choose. Save it somewhere the new phone can reach, for example a cloud drive or an email to yourself.

On the new phone, tap I have a backup on the welcome screen, or open Settings, then Restore from a backup. Pick the file and type the passphrase. Nobody can reset the passphrase, not even us. The diary lock stays on the old phone, so set a new one, and if you have Milio Plus, tap Restore purchases in Settings.

I forgot my diary PIN

On the lock screen, tap Forgot PIN? and confirm it is you with your phone’s own screen lock (Face ID, fingerprint or the phone passcode). You can then choose a new PIN. If your phone has no screen lock, the PIN cannot be reset; Settings > Delete all data starts fresh, but your entries are then gone.

A reply from my companion was hurtful, wrong or unsafe

Long press the reply and choose Report this reply. We keep that one reply and the reason you picked, and nothing else. Your companion is an AI and can get things wrong.

What to do in a crisis

Milio is not a crisis service and cannot contact anyone for you.

• If you are in immediate danger, call your local emergency number.
• In the app, tap Help now (the lifebuoy icon in Talk, or Settings > Help now). It shows helplines for your region that you can call or text, and the emergency number.
• If your region is not listed, Find A Helpline (findahelpline.com) lists free, confidential lines in many countries.
• If you can, tell someone you trust how you are feeling.

Contact

Covesight Limited, Unit 2904-05, 29/F Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong. Email: hello@getmilio.app