Support
Answers to common questions. If you're stuck, email us and a real person will reply.
Contact
Email: [email protected]
We usually reply within 2 business days. Include your iPhone model, iOS version and what you were doing. Please don't send screenshots of private chats unless we ask.
Getting chats in
How does screenshot import work?
In Photos, select up to 50 chat screenshots, tap Share, then tap Encore. (The first time, you may need to tap More and turn Encore on.) Encore reads the text on your iPhone, finds the name at the top of each chat, and files the messages under the right person. Your bubbles and theirs are told apart by side. Duplicates from overlapping screenshots are skipped. Screenshots that aren't chats, like receipts, are ignored.
If Encore can't tell whose chat it is, it asks you.
What is auto-import?
An optional setting that reads new screenshots from your Screenshots album when you open Encore, and during background refreshes iOS schedules. It needs Full Access to Photos. Only chat screenshots are kept; other photos are ignored. You can also choose whether Encore offers to delete imported chat screenshots afterward. iOS always asks you to confirm, and deleted screenshots stay in Recently Deleted for 30 days.
Can I paste a chat instead?
Yes. Paste the text into the Coach screen. Lines that start with "Me:" are treated as yours, and lines that start with a name and a colon are treated as theirs.
What are the example chats?
New users see two example chats, marked "Example", so you can try a read right away. You can delete them anytime.
The Encore keyboard
How do I set up the keyboard?
- Open Settings › General › Keyboard › Keyboards › Add New Keyboard… and pick Encore.
- Tap Encore in the Keyboards list and turn on Allow Full Access.
- In any chat, hold the globe key and pick Encore.
- Pick the person, paste their message, and tap Suggest. Tap a reply to put it in the text box.
The same steps are in the app under You › Encore keyboard. It works best after you've imported a chat with that person, because it uses what Encore remembers about them.
Why does it need Full Access? Is it reading what I type?
No. Encore never stores or sends your keystrokes. iOS requires Full Access for any keyboard that uses the internet or reads what you copied. Encore uses it only to reach the coach when you tap Suggest and to paste a message you copied. iOS shows the same general warning for every keyboard with Full Access.
The keyboard says I'm signed out or shows no people.
Open the Encore app once and make sure you're signed in, then switch back to the keyboard. People appear after you import or paste a chat in the app.
Do keyboard suggestions cost anything?
On the free plan, each Suggest tap uses one free read. With Encore Plus they're unlimited.
Learn mode
What is Learn mode?
A way to get better at this yourself instead of relying on suggestions. Encore explains why each reply works, asks you to try your own reply first, and gives you a score and specific feedback on what you wrote. Feedback on your drafts is free and doesn't use a read.
How do the levels work?
Level 1 gives three suggestions, each with a short lesson. Level 2 gives two. Level 3 gives you a hint first so you can write it yourself, and one suggestion if you want it. On Automatic, Encore moves you up as your drafts score higher. You can also pick a level yourself.
How do I turn it on or off?
You › Learn mode. You can also turn it on during setup.
Privacy
Are my screenshots uploaded?
No. Screenshots are read on your iPhone with Apple's Vision framework and never leave your phone. Only the text is saved, on your device.
What gets sent when I ask for coaching?
Only after you allow AI coaching, Encore sends the text of the chat you chose, plus the coaching profile, notes and what Encore remembers about that person, to our server, which passes it to Anthropic's Claude AI to write your read. Our server doesn't store it, and Anthropic doesn't use it for training. Other chats stay on your phone. Details are in the privacy policy.
Can I turn AI coaching off?
Yes, on the You tab. Encore stops sending chat text. Coaching won't work until you turn it back on.
Who can see my crew rounds?
Only members of that crew. Rounds show a short excerpt of up to 12 messages, and the other person's name is hidden as "A match" unless you choose to show it. The leaderboard shows only your handle, level, XP and streak.
Your data and account
How do I delete a thread or chats from my iPhone?
To delete one thread, open that person, tap the ··· button at the top, then Delete this thread. That removes the chat, its reads and everything Encore remembered about them. To erase everything, go to You › Delete chats on this iPhone. Your account, plan, XP and crews stay.
Can I change what Encore remembers about someone?
Yes. On that person's page, delete any remembered fact, joke, plan or boundary, or tap Forget everything. It's all stored on your iPhone only.
How do I delete my account?
Go to You › Delete account and confirm. This permanently removes your account and everything tied to it on our server, including crews you own, your rounds and votes, and your leaderboard spot, then erases chats on your iPhone. It can't be undone.
It doesn't cancel an Encore Plus subscription. Cancel that in iPhone Settings first. You can also ask us to delete it by email.
Encore Plus
How does the free trial work?
The weekly plan comes with 3 days free if you're new to Encore Plus. Monthly has no trial. Before you start, Encore shows the exact date the trial ends and the date you'll be charged $9.99 (then every week). Cancel in iPhone Settings › your name › Subscriptions before then and you won't be charged anything.
Prefer not to subscribe? Read packs (10 reads $2.99, 50 reads $9.99) are one-time purchases that never expire.
Can I get a reminder before the trial ends?
Yes. Leave "Remind me the day before" on when you start the trial and allow notifications. Your iPhone will remind you the day before the charge. The reminder is created on your phone; we don't send push notifications.
How do I cancel my subscription?
- Open the Settings app on your iPhone.
- Tap your name, then Subscriptions.
- Tap Encore, then Cancel Subscription.
Cancel at least 24 hours before your renewal date to avoid the next charge. You keep Plus until the end of the period you paid for.
How do I restore my purchase on a new phone?
Sign in to Encore with the same Apple ID, open the Encore Plus screen, and tap Restore purchases.
How do I get a refund?
Apple handles all payments, so refunds go through Apple at reportaproblem.apple.com. We can't issue refunds directly.
How do free reads work?
Every account starts with 3 free coaching reads. Share your crew invite code: when a friend joins a crew you own for the first time, you get 3 more reads (up to 5 friends) and they get 3 too. Free reads have no cash value.
Safety
How do I report or block someone?
Open the menu on a round, a write-in reply, a crew member or a leaderboard row, then tap Report or Block. Blocking hides that person's rounds, replies and leaderboard row from you. Crew owners can also remove members.
We review reports and remove objectionable content within 24 hours. For anything urgent, email [email protected]. If someone is in danger, contact local emergency services first.
Encore flagged a possible scam. What now?
Slow down. Don't send money, gift cards or crypto, and don't move to another app because someone pressures you. Ask for a quick video call. Report the profile to the dating app you met on. Encore's checks help, but they can't catch everything.