Something not working, or a question the FAQ doesn't answer? Write to us — a person reads every message.
hello@heyvoxly.com — for bugs, questions, billing, data requests and feature ideas alike. We reply as quickly as we can. If you'd rather message than email, we're also on LinkedIn.
Write to support Read the FAQUpsurge has no accounts, so we can't look you up — everything we know comes from what you tell us. The more of this you include, the sooner we can fix it:
Please don't send anything confidential in an example dictation; a made-up sentence that reproduces the problem works just as well.
Nine times out of ten it's the microphone permission. On iPhone, open Settings → Upsurge and switch Microphone on. On Mac, open System Settings → Privacy & Security → Microphone and enable Upsurge.
Upsurge also needs a connection at the moment you record — the transcription and cleanup run on our servers. If you're offline, recording won't produce text.
That's Accessibility access, which is what lets Upsurge type into the app you're using. Open System Settings → Privacy & Security → Accessibility and turn Upsurge on. If it's already on and still not working, switch it off and on again — macOS sometimes holds on to a stale permission after an update.
The Upsurge keyboard has to be added once in iOS Settings before it appears in the globe menu. The app walks you through it: open Settings → Set up the keyboard inside Upsurge and follow the steps.
Open Settings → Restore purchases in the app. That re-checks your Apple ID for an active subscription, which also covers a new phone or a reinstall.
If it still doesn't unlock, email us with the date of the purchase and we'll sort it out.
Upsurge Pro is billed by Apple, so it's managed in your Apple account, not by us: on iPhone, Settings → your name → Subscriptions → Upsurge. Cancelling stops the next renewal and you keep Pro until the period you've paid for runs out.
Refunds are handled by Apple too — request one at reportaproblem.apple.com. We can't issue them ourselves, but if something went wrong on our side, tell us and we'll help you make the case.
On iPhone you can do it yourself, no email needed: Settings → Delete account & data, at the bottom of the screen. It removes the words Upsurge learned and everything tied to your device token from our servers, and wipes the history on that device. It can't be undone.
On Mac, or if you'd rather we did it, email hello@heyvoxly.com from any address and say you want your data deleted — we'll walk you through identifying the device, since there's no account for us to look up.
History kept in your own iCloud is yours, not ours: clear it in the app, and it clears everywhere it synced. What we hold and for how long is spelled out in the Privacy Policy.
When you dictate, the audio goes to our service, gets transcribed and cleaned by AI providers working on our behalf, and the finished text comes back to your app. The audio is discarded once your text exists, and the text isn't kept on our servers.
The full picture — what's sent, who processes it, what's retained — is in the Privacy Policy, and the short version is in the FAQ.