Support
Write to [email protected] and you will get an answer. There is no ticket system, no chatbot and no form to fill in.
Who reads it, and when#
Own Hub was founded by Rahma Mohsen. It is published and developed by one person, Mahmoud Reda, and he reads this mailbox himself. There is no support team behind it, and we would rather say so than imply one.
Sunday to Thursday, 9:00 to 17:00 Cairo time. A reply within one working day. Not monitored at night.
If you write on a Friday or a Saturday, or after 17:00, your message is read on the next working day. The app keeps working while you wait, and your women-only check does not wait on this mailbox: if your check needs a person, a woman reviewer phones you.
If something in the app is hurting you or frightening you, do not wait for an email. Stop, and if you think it is an emergency contact emergency services or go to a hospital.
What to put in your message#
Four short lines make almost every problem solvable on the first reply:
- Your phone
- iPhone or Android, and which model if you know it.
- The app version
- Profile, then scroll to the bottom. If you cannot reach it, say roughly when you installed the app.
- What you were doing
- The screen you were on and what you tapped, in the order you tapped it.
- What happened instead
- What you expected, and what the app did. A screenshot is worth more than a paragraph.
Please do not send anything you would not want in an ordinary email. We never need your ID, your photograph, your measurements, your cycle history or the code we send you by SMS to answer a question, and we will never ask you for them. There is no password to reset, because the app has none: you sign in with a code sent to your phone.
The questions people actually write in about#
I deleted everything. Can you bring it back?#
No, and neither can anyone else. Deleting your account from Profile, then Your data, deletes it from our servers and from your phone, and there is no restore and no grace period. The deletion page lists the three things that are kept on purpose, and none of them is your logs.
If you lost your phone or uninstalled the app without deleting your account, sign in again with the same number: your training and meals come back. Your cycle and health information comes back only if you had turned on health backup.
I am changing phone. Does my history come with me?#
Sign in on the new phone with the same mobile number. Your training and meals are kept with your verified account, so they come back. Your cycle, check-ins, measurements and weight are kept on the phone only, unless you turned on Back up my health data in Profile, then Privacy; if you did, they come back too. If you did not, they stay on the old phone. You can ask for a copy of your data from Profile, then Your data, then Ask for a copy, and we send it to you.
Where do I sign in? Where is the community?#
You sign in with your Egyptian mobile number and a code sent by SMS. There is no password. The first time, you are also checked once with your national ID card and a live selfie; if the automatic check is unsure, or you choose the niqab route, a woman from Own Hub reviews your case and contacts you by phone within 72 hours to finish your check. There is no community, no coaching and no assistant in this version: nothing in the app connects you to another member, and nothing in it can be bought. If you were expecting one of those, you were reading about a later version that is not out.
How do I switch between Arabic and English?#
Profile, then Language. Pick the one you want and the whole app changes with it, right to left included. The setting stays after you close the app, and you can change it as often as you like.
What do you know about me?#
Your mobile number, which Google Firebase Authentication holds in the United States so that you can sign in. The result of your women-only check, and a one-way keyed code made from your ID number so that one card cannot open two accounts. We never keep the photographs of your card or your face, and we never keep the ID number itself. Once you are verified, your training and meals, kept in Frankfurt, Germany, where no other member can see them. Your cycle, check-ins, measurements, life stage, allergies and weight only if you turn on health backup yourself.
If you allow crash reports, Firebase Crashlytics receives a report when the app crashes, with no account identifier, name or phone number. They are off until you allow them. If you turn on Help improve Own Hub, Google Analytics for Firebase receives usage statistics, such as which screens you open, never your health information and never linked to your account. That is off until you turn it on. There is no advertising library in the app. The Privacy Policy sets out every item, who handles it and where.
The other things you might be looking for#
- Delete your data: how to delete your account from inside the app, and how to ask us without installing it.
- Privacy Policy: what the app collects, where it is kept, and for how long.
- Terms of Use: including the medical warning, which is worth reading before you start training.