Support
ARTICLE 1. OFFICIAL SUPPORT CHANNELS
We provide diverse feedback and support channels to ensure a seamless experience for Users, in strict compliance with the Apple App Store Review Guidelines:
In-app Support: Users can submit support requests or report bugs directly through the "Support" or "Report an Issue" feature integrated within the App's Settings menu.
Email Support: Any requests, complaints, or technical feedback can be sent to our official support email:
[hotro@cyebendeavor.vn].Support Website: Users can access our Frequently Asked Questions (FAQs) system and submit a support ticket via our official website at:
[https://acenoria.vn/trang/support].
ARTICLE 2. SCOPE OF SUPPORT
Our Customer Support (CS) team receives and processes the following categories of issues:
Technical Support: Troubleshooting errors arising during app operation, device compatibility issues (iOS/iPadOS), network connection errors, or failure to synchronize account data.
Account Management and Security: Assisting with password recovery, verifying account ownership, handling unauthorized access incidents, or processing requests for permanent deletion of Personal Data in accordance with User privacy rights.
Transactions and In-App Purchases (IAP):
Assisting in checking transaction status and resolving system errors where items/subscription packages have been successfully paid for via the linked Apple ID but have not yet been credited to the user's in-app account.
Important Note per Apple's Policy: For refund requests, due to Apple's strict security and financial management policies, Users must submit refund requests directly to Apple via their official website: reportaproblem.apple.com. We do not have the authorization to access or modify Apple ID funds, but we will provide full in-app transaction history to assist Users as evidence when working with Apple.
ARTICLE 3. PROCESSING TIMELINE AND PROCEDURE
Receipt of Requests: The system automatically receives requests 24/7. Our support personnel operate and respond during fixed working hours from 08:00 to 18:00 (Monday to Friday, excluding public holidays).
Initial Response Time: Within 24 to 48 hours from the receipt of a valid request from the User.
Complex Case Resolution: For complaints involving account disputes or critical system errors requiring deep source-code intervention, the processing time may take 3 to 5 business days. We will continuously update the User on the progress via Email or In-app notifications.
Receipt of Requests: The system automatically receives requests 24/7. Our support personnel operate and respond during fixed working hours from 08:00 to 18:00 (Monday to Friday, excluding public holidays).
Initial Response Time: Within 24 to 48 hours from the receipt of a valid request from the User.
Complex Case Resolution: For complaints involving account disputes or critical system errors requiring deep source-code intervention, the processing time may take 3 to 5 business days. We will continuously update the User on the progress via Email or In-app notifications.
ARTICLE 4. USER RESPONSIBILITIES
Users are responsible for providing truthful, accurate, and complete information regarding the issue (including: Account Name/ID, screenshots of the error, and Apple transaction receipts sent to your email, if applicable) to facilitate the investigation.
We reserve the right to refuse support or temporarily suspend accounts in cases where the User engages in offensive language, threats, or harassment toward support staff, or intentionally fabricates information/transaction receipts for fraudulent gain.
Users are responsible for providing truthful, accurate, and complete information regarding the issue (including: Account Name/ID, screenshots of the error, and Apple transaction receipts sent to your email, if applicable) to facilitate the investigation.
We reserve the right to refuse support or temporarily suspend accounts in cases where the User engages in offensive language, threats, or harassment toward support staff, or intentionally fabricates information/transaction receipts for fraudulent gain.
💡 App Store Review Tips:
Support URL: When filling out the app information in App Store Connect, paste the link to the web page where you host this English text into the "Support URL" field.
Data Privacy: Ensure that your English Privacy Policy matches the terms regarding data handling mentioned in your image, as Apple reviewers cross-reference the Support and Privacy links during the review process.
Support URL: When filling out the app information in App Store Connect, paste the link to the web page where you host this English text into the "Support URL" field.
Data Privacy: Ensure that your English Privacy Policy matches the terms regarding data handling mentioned in your image, as Apple reviewers cross-reference the Support and Privacy links during the review process.