TrueReels for iPhone · com.truereels.app
A real person reads every message. Most answers are below — if yours isn't, write to us and we will reply within two business days.
Playback trouble, subscriptions and restores, anything else about the app. Include your iPhone model, iOS version and the episode you were watching and we can usually fix it on the first reply.
Copies of your data, corrections, and erasure requests. You can also erase everything yourself with Reset saved data on the You screen. See the Privacy Policy.
Think we got a fact wrong, or have a rights claim about material in an episode? This one goes straight to the editorial desk.
Common questions
Subscriptions are billed by Apple, so a few of these live in your iPhone's Settings rather than in the TrueReels app.
Video is streamed, so playback problems are almost always network or session related. In order:
Still stuck? Email [email protected] with the series and episode name, your iPhone model, your iOS version and roughly when it happened — that is enough for us to trace the specific playback session.
All TrueReels subscriptions are sold and billed through Apple, so they are managed in your Apple ID settings — not inside the TrueReels app.
Two things worth knowing. Cancelling stops the next renewal — you keep access until the end of the period you already paid for. And deleting the app does not cancel a subscription; you must cancel in Settings.
To avoid being charged for the next period, turn off auto-renewal at least 24 hours before the current period ends. Full terms are in section 4 of the Terms of Service.
This normally happens after reinstalling the app or moving to a new iPhone.
That re-checks your purchase with Apple and reinstates the All Access entitlement. Because the subscription lives on your Apple ID rather than on a TrueReels account, there is nothing else to remember and nothing to look up.
A restore only finds purchases made with the Apple ID you are currently signed in to. If you bought the subscription with a different Apple ID — a family member's, or an older one of your own — sign in to the App Store with that one and restore again.
If it still shows as locked after a restore, email [email protected] and tell us the Apple ID email used for the purchase and roughly when you bought it — that is enough for us to trace it.
Apple processes every payment, so Apple also handles refunds — we are not able to issue one directly.
Request a refund at reportaproblem.apple.com, sign in with the Apple ID that made the purchase, then choose the TrueReels purchase and follow the prompts.
If the reason is a bug or a problem on our side, tell us as well at [email protected] — we will fix it, and we are happy to confirm the facts to Apple if that helps your request.
You don't, and there is nothing to sign in to. TrueReels has no sign-up screen, no sign-in screen and no password. You install it and watch it. We never ask you for an email address, a name or any other personal detail.
So that the app can remember where you got to and what you saved, your installation gives itself a random anonymous identifier the first time you open it. That identifier is all we hold — it is not linked to you, your Apple ID or your device's hardware.
One consequence worth knowing: because there is no account, your progress and My List stay on the device that created them. They do not follow you to a new iPhone, and they do not come back after you delete and reinstall the app. Your subscription does follow you — it lives on your Apple ID. Use Restore.
Open the You screen and tap Reset saved data, then confirm.
That deletes your watch progress and your saved list from our database straight away, then retires your device's anonymous identifier and issues a fresh one that has no connection to the old one. There is no account to close, because there was never an account. Deleting the app from your iPhone does the same thing at your end.
Resetting your data does not cancel your subscription. Cancel it first in Settings → your name → Subscriptions, or Apple will keep billing you.
Prefer to have us do it, or want a copy of what we hold first? Email [email protected]. We will need the anonymous identifier concerned, since we hold nothing that identifies you as a person and cannot look you up by name or email address. Retention schedules are in section 6 of the Privacy Policy.
Tell us — we would genuinely rather know. Every claim in an episode has to be supported by a quote we located in a real source before it can be narrated, and the citations are shown in the app under Sources & Context.
Email [email protected] with the series, the episode, the claim as narrated, and the source that contradicts it. We review corrections promptly and will amend or pull an episode where warranted.
No ads, no unlock currency, no "watch an ad to continue" — one subscription opens the whole catalog. We do not use advertising identifiers and there is no tracking prompt, because we do not track you.
Offline viewing is not available in this version. Episodes stream, so you need a working connection to watch. Downloads are something we want to add; they are not in the app today, and a subscription does not include them.
An anonymous identifier your installation gave itself, where you got to in each episode, what you saved to My List, and whether your subscription is active. That's it. No email address, no password, no name — the app never asks for them. No advertising identifiers, no third-party analytics SDK, no data sales.
The full detail — including every service provider that touches your data and how long each category is kept — is in the Privacy Policy.
Also useful
iPhone model, iOS version, TrueReels version, the series and episode, and what you saw. It usually turns a three-email thread into one.
Within two business days, and normally faster. Billing and refund requests are the one exception — those are Apple's to decide.
There is no TrueReels account, so write from whichever address suits you. For a billing question, tell us the Apple ID that made the purchase.
Privacy Policy covers what we collect and your rights. Terms of Service covers subscriptions, licence and use.