Onward · Support
SU01 Contact and handling
Email carrieing@outlook.com, personally handled by the operator, for functions, accounts, privacy, deletion or AI-content reports. Ordinary feedback is reviewed manually and answered as soon as reasonably possible. AI-content reports receive a result or progress update within 15 working days of receipt. If unresolved, we explain why and the expected next update. Urgent safety/unlawful-content issues are checked as appropriate. Privacy-rights requests are handled promptly under law; statutory deadlines take priority.
The existing public Xiaohongshu shaobaolu reminder link is only to remind us to check email, not to receive private/account documents. No new account is needed to report a problem. Do not post private information in public comments.
SU02 Minimum information and verification
Provide the time, app version, minimum necessary steps and redacted relevant excerpts. Do not send passwords, verification codes, login tokens, API keys, identity-document images or entire unrelated records. Ordinary feedback and AI reports do not automatically require identity verification. Verification is limited to what is needed for disclosures, corrections or deletion concerning a particular account.
Data subjects and guardians may contact us directly about records entered by others, with necessary locating information and the request type. They need not obtain another person's account access. We do not disclose another person's information before appropriate verification.
SU03 AI, language and currency
For an Onward account without text AI access, the iPhone app reads the current App Store storefront reported by Apple after sign-in. A known valid App Store storefront outside mainland China can enable initial access, which is saved on the server and linked to that Onward account. Once enabled, access remains with the same Onward account when you change devices or App Store storefronts. An account previously used with the mainland China storefront can also obtain initial access after signing in with a known valid storefront outside mainland China. A past app download alone does not grant access. Download availability is shown in the App Store.
An account using the mainland China storefront that has never obtained access does not see the AI input bar, chat entry points or AI settings. If an account has no access and the storefront is unknown, empty or invalid, access is not automatically enabled. The app may make limited checks after a later sign-in or when returning to the foreground, without repeatedly requesting an App Store credential refresh. Interface language, bookkeeping currency, IP and GPS do not determine access, and physical location does not automatically disable it.
Access and consent to AI data processing are separate. Text AI still requires your separate consent. Declining or withdrawing consent leaves manual features and existing records available. Deleting the account deletes its access; registering again does not guarantee restoration.
Accounts with access manage Text AI consent in Settings → AI settings; accounts without access may not see that entry. Restoring access and sending AI requests require a working network and service. Being offline or a service failure does not mean the account’s access has been deleted. The initial release offers no image AI, background AI reconciliation or local reconciliation reminders; notifications for lessons and reminders remain.
Individual records retain their original amounts and saved conversions. Totals use the selected currency, and reference-rate updates do not automatically recalculate past records. For a currency or date issue, preserve your input and minimum necessary details rather than rewriting all old records to correct a display issue.
SU04 Rights, deletion and retention
Request access, copies, correction, deletion, withdrawal, account deletion or other applicable rights. Account deletion is distinct from sign-out and is offered through Settings → Account and security → Delete account. See the deletion notice for the steps and associated money-snapshot/operation-receipt coverage. Minimum deletion-protection records are handled separately from business records. You may email if unable to sign in; do not provide a private Apple ID password.
Support records are kept only as necessary for resolution, verification, disputes or legal retention, then deleted or lawfully anonymized. You may ask about specific records or request deletion. Provider recovery copies follow applicable rules and are not immediately cleared by deletion of working mail.
SU05 Requesting action on a specific record
You can use “Onward data request” as the email subject. State whether you want access, correction, deletion or withdrawal, identify the information concerned, and say whether you are the person concerned, a guardian or an authorized representative. Include only the minimum locating details, such as an approximate date, record type or alias. If further verification is necessary, we will explain why and what minimum information is needed. Do not attach full identity documents, account passwords or unrelated records to your first email.
You may use this format:
- Request type and the information concerned:
- Your relationship to the information (person concerned / guardian / authorized representative):
- Minimum locating details and a channel for our reply:
We will distinguish completed actions, parts still requiring verification or provider assistance, and any information that must legally be retained, with the scope and reasons. We will explain further progress. A request about one record is not automatically converted into deletion of the entire account; acknowledging receipt does not mean all device or provider copies have been deleted. If unresolved, reply to the original email to raise an objection or seek applicable remedies.