SUPPORT
RealAssistant
Welcome to RealAssistant Support. This page explains how to contact us and what to do if you experience a video-processing, purchase, privacy, or account-identifier issue.
1. Contact Support
Email: artyom.mihailovich@gmail.com
Phone: +66 63 880 9158
Email is the recommended contact method because it allows you to include the technical details needed to investigate the issue. Support is provided in English and Russian.
Never send your Apple ID password, payment-card details, one-time security codes, or other account credentials.
2. Information to Include
To help us resolve the issue quickly, include:
- Your device model, such as iPhone 15 or iPad Pro 11-inch.
- Your iOS or iPadOS version.
- Your RealAssistant app version.
- A short description of what you expected and what happened.
- The approximate date and time of the issue, including your time zone.
- The feature or processing mode you were using.
- A screenshot or screen recording, if it does not contain sensitive information.
- The pseudonymous app user identifier shown in the app, if available.
Do not send the original video or audio unless support specifically asks for it and you have the rights and permissions needed to share it.
3. Video Processing Problems
If a translation, voice generation, enhancement, export, or background task does not complete:
- Check that the device has a stable internet connection.
- Reopen RealAssistant and check the project or task status.
- Keep the project on the device and avoid deleting the app while the issue is being investigated.
- Allow a short period for a background task to update, especially after the app was closed.
- If the task remains stuck or fails repeatedly, email artyom.mihailovich@gmail.com with the details listed above.
4. Purchases and Video Minutes
RealAssistant offers one-time consumable packages of 20 or 30 video-processing minutes. These packages are not subscriptions and do not renew automatically.
If a completed purchase is not reflected in your minute balance:
- Reopen the app and wait briefly for purchase reconciliation.
- Confirm that you are using the same Apple account that completed the purchase.
- Check the App Store purchase history to confirm that the transaction completed.
- Email artyom.mihailovich@gmail.com with the approximate purchase time, product purchased, and Apple order or transaction information that does not expose account credentials.
Consumable purchases may not be restorable automatically in the same way as non-consumable purchases. We will review verified transaction information and our balance records.
5. Refund Requests
Apple processes payments and refund requests for App Store purchases. To request a refund or report a purchase problem, visit https://reportaproblem.apple.com/.
We cannot approve an App Store refund directly, but we can provide technical information about the purchase or processing issue.
6. Privacy Requests
To request access, correction, deletion, restriction, or portability of personal data, email artyom.mihailovich@gmail.com with the subject “RealAssistant Privacy Request.”
Read the full Privacy Policy at https://api.realassistant.life/privacy.
7. Terms and Conditions
The rules for using RealAssistant, including purchases, user content, and generated output, are available at https://api.realassistant.life/terms.
8. Company Information
Legal name: Neurotechnology Korlátolt Felelősségű Társaság
Short name: Neurotechnology Kft.
Date of formation: May 3, 2023
Registered address: 1076 Budapest, Alpár utca 9. 2. em. 4. ajtó, Hungary
Company registration number: 01-09-415578
Tax number: 32275245-2-42
Email: artyom.mihailovich@gmail.com
Phone: +66 63 880 9158