Support

Last updated 4 November 2026

Balm works entirely on your device, so most things can be fixed from Settings without waiting on us. If what you need isn't below, write and we'll answer.

I bought Premium but don't see it

Open the Premium screen and tap Restore purchase, signed in to the same Apple Account or Google account you originally bought with. Premium belongs to that store account rather than to a Balm account, because Balm has no accounts — so a purchase can't be moved to a different store account or transferred between the App Store and Google Play.

Premium is a single payment. Nothing renews, and you are never charged again.

How do I get my writing out?

Settings → Export. Export as CSV is always free. Premium adds Export as PDF, a formatted report you can hand to a therapist. Both let you pick a range — this week, this month, all time, or dates you choose.

Because we never hold a copy of your records, exporting is the only way to move them to another device or keep them if you delete the app.

How do I delete everything?

Settings → Delete all data, then type DELETE to confirm. This erases every record and check-in from the device immediately. Deleting the app does the same thing. Neither can be undone by us — we never had a copy, so there is nothing on our side to restore.

I forgot my app-lock PIN

On the lock screen, tap Forgot PIN? and confirm Turn off app lock. That gets you back in, and your entries stay where they are — turning the lock off does not delete anything. You can set a new PIN afterwards from Settings → App lock.

Reminders aren't arriving

Check Settings → Reminders is switched on with a time set. If it is, notifications are most likely turned off for Balm at the system level. On iPhone, open iOS Settings → Notifications → Balm; on Android, open system Settings → Apps → Balm → Notifications. Allow notifications for Balm. Focus modes, Do Not Disturb and Android battery restrictions may also delay notifications.

Why can't I see Insights yet?

Insights are a Premium feature and become available once you've completed five records. Below that there isn't enough to show useful trends rather than noise.

Can you see what I wrote?

No. Your thought records and check-ins are stored only in Balm's private storage on your device and are never uploaded — there is no account and no server of ours holding them. The Privacy Policy explains the little that does leave the app: anonymous usage events and crash reports, which never contain a word of what you wrote.

Refunds

For App Store purchases, request a refund through Apple's Report a Problem. For Google Play purchases, follow Google Play's refund instructions. If you need help with a purchase, contact us using the email above.

If you're in crisis

Balm is a self-help tool based on cognitive behavioural therapy. It is not therapy, not medical advice, and not an emergency service — it cannot monitor or respond to what you write. If you or someone else is in immediate danger, call your local emergency number now.

• United States and its territories: call 988, text 988, or use the 988 Lifeline's online support. Free, confidential support is available 24/7.
• United Kingdom and Ireland: call 116 123 for Samaritans, free, any time.
• Other countries: Find A Helpline lists local phone, text and chat services.

These services can be reached without installing Balm. The app also lists crisis resources under Settings → Crisis resources.