Support

University Planner · Last updated 12 September 2026

University Planner is made by a small team in Wollongong, Australia. There is no support queue and no chatbot — an email reaches a person.

Reporting a problem

The more of this you can include, the more likely it is we can fix it without a round of questions. None of it is required — send what you have.

• What you expected to happen, and what happened instead. One sentence each is plenty.
• Where in the app — which tab, and what you tapped or typed just before.
• The build id. It is on the Account tab, at the bottom. It tells us exactly which version you are running, which is usually the first thing we need to know.
• Your device — iPhone, Android phone, or a computer and which browser.
• Whether you are signed in, and the email address on the account if you are.
• A screenshot, if the problem is something you can see.

Deleting your account

You do not need us for this, and you do not need to give a reason. In the app, go to Settings → Account → Delete account. It removes your account and everything in it, permanently.

Export a backup first if you want to keep anything — Account → Back up my planner downloads the lot as a file you keep. The full detail of what is removed is on the account deletion page.

Billing and subscriptions

Where a billing question goes depends on where you bought the plan, because we do not take the payment ourselves in every case.

• Bought in the iPhone app? Apple takes the payment and manages the subscription, so refunds, receipts, cancellations and payment-method problems go through Apple, not us. Cancel or request a refund from Settings → your name → Subscriptions on your device, or through Apple Support. We cannot refund a purchase we never charged you for.
• Bought in the Android app? The same, through Google Play.
• Bought on the website? That one is ours — Stripe takes the payment for us, and Apple and Google are not involved. Cancel any time from the billing portal linked on the Account tab, and you keep access until the period you have paid for ends. We will refund your first payment in full within 14 days if you have not spent more than 20% of one month's credits — 180 on Study AI, 600 on Study AI Max — and you do not need a reason. Just email us. Renewals are not refunded as a matter of course, but a renewal charged after you cancelled, or a payment taken twice, we refund in full. A promotion code entered at checkout reduces only the payment it names — a first-payment code does not change what renewals cost, and a refund returns what you actually paid. The refunds section of the Terms is the full version, and none of it limits your rights under the Australian Consumer Law.
• Something else wrong with your plan — the wrong plan showing after you paid, or credits that do not look right? That one is ours. Email us.

Privacy

What we collect and what we never do is set out in the privacy policy. Privacy questions and requests go to privacy@uniplannerapp.com, which reaches the same people.