Help and contact
rafaeljohnsenwettner@gmail.com
Include the email address on your account, your iPhone model and iOS version, and what you were doing when it went wrong. A screenshot helps enormously.
Getting the app
The Lab is for iPhone. Download it from the App Store.
Common problems
"Too many attempts" when signing in
Sign-in and registration are limited to five attempts a minute per connection, to protect accounts. Wait a minute and try again. If you have forgotten your password, email us from the address on your account and we will help you reset it.
The Shorts feed or announcements are empty
Both need an internet connection. The Shorts carousel also only appears once you are signed in, because fetching it costs us per request. Pull down on Home to retry.
The daily reminder does not arrive
The reminder is scheduled on your phone, not sent from a server. Check that notifications are allowed for The Lab in iOS Settings → Notifications, and that the switch is on in Profile. If your phone is in Focus or Low Power mode, iOS may delay it.
I want to delete a post or comment
Open the post. Your own post has a Delete link next to the like count, and each of your own comments has one too. Only you (and moderators) can delete your content.
Someone is harassing me or posting something that should not be there
Tap the menu on the post, comment or profile and choose Report. To stop seeing someone entirely, choose Block — it hides their content from you and yours from them. Both are explained in the Community Guidelines.
Deleting your account
In the app: Profile → Danger zone → Delete my account. You will be asked to type your handle to confirm. It deletes your account, profile, sessions, assistant conversations, uploaded video and clips from our server immediately and cannot be undone. Your posts stay but are detached from you and shown as from a deleted user. Details in the Privacy Policy.
If you cannot get into the app, email us from the address on the account and we will delete it for you.
Your data
To ask for a copy of your data, a correction, or anything else under the Privacy Policy, email the address above. We answer data requests within 30 days.
Reporting a security issue
If you have found a security problem, email us with "Security" in the subject line and give us a reasonable chance to fix it before you tell anyone else. We will not take action against good-faith research.
Content and copyright
If you believe something in The Lab infringes your rights, see section 9 of the Terms of Service for what to send us.