PenPal Support

Need a hand? Most questions are answered below. If yours isn't, email us at support@penpalstudy.com and we'll get back to you as soon as we can.

Recording lectures

Nothing is being transcribed. Check that PenPal can use the microphone in Settings › Privacy & Security › Microphone. Screen mirroring and some apps that share your screen can silence the microphone, so stop them while you record.
Names and technical words are spelled wrong. Before you record, add key terms (for example "mitochondria, Krebs cycle"), and choose the language and accent that matches your lecturer in Profile › Lecture language.
Where did my recording go? Recordings are kept for 14 days so you can listen again, then deleted unless you chose to keep them. Your transcript and notes are never deleted automatically.

Slides, quizzes, or Ask PenPal aren't available. These use Apple Intelligence. Make sure your iPhone supports it and it's turned on in Settings › Apple Intelligence & Siri. It may take a few minutes to get ready after you turn it on.
The notes miss what I need. Add a learning outcome to the study set, such as "Explain how cells make ATP", then tap Remake for This Outcome.
A quiz answer looks wrong. PenPal checks every answer, but AI can still make mistakes. Check against your course materials, and let us know so we can improve it.

The reference is missing details. Scan the title page and the copyright page (the back of the title page), which show the publisher, year, and ISBN. You can also tap Add Details to fill anything in.
Always check references before you hand in work. Your institution may use its own version of Harvard, APA, or MLA.

Free trial. Every tool is free for your first 120 minutes of lecture transcription. Scanning and referencing are always free.
Cancel or change your plan. Open Settings, tap your name, then Subscriptions, or tap Manage Subscription in PenPal's Profile.
Restore a purchase. On a new iPhone, open the PenPal Pro screen and tap Restore Purchases, using the same Apple Account.
Refunds are handled by Apple at reportaproblem.apple.com.

Your data stays with you. Your study material is stored on your iPhone and in your own iCloud account. We can't see it, so we can't recover it for you: keep iCloud turned on to back it up.
Delete your account in PenPal's Profile › Delete Account. This permanently deletes everything you've made in PenPal.
Read the Privacy Policy and Terms of Use.