Support

Last updated: August 24, 2026

Support for Saffra is handled over email by the person who builds it. There is no phone line and no live chat. Write to support@hypersage.ai and you will get a reply from a human.

Contact us

Email: support@hypersage.ai — for anything: bugs, billing, account deletion, privacy requests, or a recipe that came out wrong.

To get a useful answer on the first reply, include:

Your app version — Settings → About → Version.
Your iPhone model and iOS version — iPhone Settings → General → About.
What you tapped, what you expected, and what happened instead.
Whether you were on Wi-Fi or cellular, if it looked like a connection problem.

If Saffra isn't working

Start here

Saffra needs an internet connection. The chef, recipe search, recipe adaptation, meal plans, and syncing all run on our server — they cannot work offline. If you see "Check your connection and try again" or "I'm offline", that message is literal.
Force-quit and reopen. Swipe up from the bottom of the screen, flick Saffra away, and launch it again.
Check your iOS version. Saffra requires iOS 18.6 or later. Older versions can't install or run it.
Update the app from the App Store, then try again. Several failures people report have already been fixed in a newer build.

The camera won't scan a barcode or a receipt

Saffra needs camera access. Open iPhone Settings → Saffra → and turn Camera on. If you're picking an existing photo instead, Photos access needs to be allowed too.

Voice cooking doesn't hear me

Hands-free cooking needs two permissions, both in iPhone Settings → Saffra: Microphone and Speech Recognition. If either is off, Saffra can't listen. Speech recognition is handled by Apple's Speech framework, which is server-backed — see "Where your data goes" below.

My grocery list won't save to Reminders

The export needs Reminders access in iPhone Settings → Saffra. You can also share the list as plain text, or send it to Instacart if that app is installed.

I got a "too many requests" or limit message

Saffra applies lifetime, daily and monthly limits on the free tier, and rate limits on everyone, so one person can't exhaust the service for everybody. The app tells you which limit you hit and offers the upgrade that removes it. Waiting clears the time-based ones; the free chef-chat and recipe-adaptation allowances are one-time, so those only reset by upgrading.

My pantry and chats disappeared when I made an account

If you were trying Saffra without signing in, you were in the preview — the sample pantry and the chats in it are local to that preview and do not carry over to a new account. Anything you create after you sign in is saved to your account.

I can't sign in

Saffra uses Sign in with Apple and Sign in with Google. If sign-in fails repeatedly, check that you're connected, then try the other provider. Note that the two create separate accounts — signing in with Google won't show you data saved under Apple.

Saffra Pro and restoring purchases

Saffra is free to use with limits. Saffra Pro is optional and is sold only through the App Store, in two forms: a monthly subscription and an annual subscription. Prices are shown in-app on the upgrade screen, in your local currency, before you buy anything.

Restoring a purchase

If you already paid and Saffra is showing you as free — after reinstalling, changing phones, or restoring a backup — open Settings → Saffra Pro → Restore purchases.

You must be signed in to the same Apple ID that made the purchase. Restore checks Apple's records for that Apple ID, not your Saffra account.
If you see "No previous purchases found on this Apple ID", you're on a different Apple ID than the one that paid.
If you see that we found a purchase but couldn't reach our server, that's a connection problem on our side of the handshake — check your connection and tap Restore again.
If Restore still doesn't re-unlock Pro, email us with your App Store receipt or order ID and we'll sort it out.

Billing, cancelling, and refunds

Apple handles all payment for Saffra. We never see your card and we cannot charge, refund, or cancel anything ourselves.

Cancel or change a subscription: Settings → Saffra Pro → Manage subscription, or iPhone Settings → tap your name → Subscriptions → Saffra. Cancelling takes effect at the end of the period you already paid for — you keep Pro until then.
Avoid a renewal or trial charge: cancel at least 24 hours before the renewal or trial end date. Apple charges the moment the period rolls over.
Refunds: request them from Apple at reportaproblem.apple.com. All refund decisions are Apple's, under Apple's refund policy. We do not issue refunds directly.
If your Pro access lapses, your recipes, pantry, and conversations stay exactly where they are — only the free-tier limits come back. Re-subscribing restores full access.

Full billing terms are in the Terms of Service, section 9.

Reporting a bug

Email support@hypersage.ai with the details listed under "Contact us" above. Screenshots or a screen recording help more than anything else — especially for layout problems, a stuck screen, or a step in cooking mode that behaved oddly.

If a crash is repeatable, tell us the exact sequence of taps. "It crashes sometimes" is very hard to act on; "it crashes every time I tap Cook on a recipe I imported" gets fixed.

If the chef gave you a wrong or unsafe answer

Please report it — include the recipe and what it said. This is the most valuable kind of bug report we get.

To be explicit about it: the chef is an AI, and it can make mistakes. You are responsible for verifying ingredients, allergens, cooking temperatures, and food-safety practices for anyone you feed, including yourself. Saffra is not a substitute for medical, nutritional, or dietary advice — if you have a medical condition, consult a qualified professional. See Terms section 4.

Community

Community sharing is not available in the current version of Saffra. There is no feed to browse and no way to publish a cook photo — the photos you take of your own cooking stay on your device. If community sharing becomes available in a future version, the rules for what may be posted, and the report, block and delete controls that go with them, are set out in Terms section 5a.

Your account and your data

Everything below is in the app, under Settings:

Sign out — leaves your data on our servers; sign back in to get it.
Request my data — opens an email requesting a copy of the personal data on file for your account. If you'd rather write it yourself, email support@hypersage.ai.
Delete account — removes your profile, pantry, and conversations permanently. This cannot be undone. You can also request deletion by emailing support@hypersage.ai; emailed requests are processed within 30 days.
Opt out of analytics — stops anonymous usage events.
You can also delete an individual pantry item, recipe, or conversation at any time, and edit or clear any profile field in Profile / Me.

If account deletion fails in-app, Saffra will tell you rather than pretending it worked — it needs an active session to remove your data from our servers. Sign in again and retry, or email us.

Where your data goes

The short version, with the full detail in our Privacy Policy:

OpenAI (chat) — your chat messages, plus a summary of your profile and pantry, are sent to OpenAI to generate and adapt the chef's replies. Your recipe searches and imported recipe text also go to OpenAI to create the embeddings that power recipe search — there is no external web-search provider.
OpenAI (text-to-speech) — the text you want spoken aloud, for the premium voice. You can turn premium voice off in Settings and use on-device iOS voices only, in which case no text leaves your device to be spoken.
Apple (speech recognition) — the audio you speak in voice mode. The app does not request on-device recognition, so Apple's Speech framework runs server-backed and the audio reaches Apple; it does not reach us.
OpenAI (Whisper) — the audio you speak in Cooking Mode, sent for a second, more accurate transcription. It runs for every spoken question, not only when Apple's transcript is poor, and also whenever Apple returns nothing or something Saffra can't parse; a cleanly recognized “next” or “back” is not sent, and composer dictation is never sent. The audio is not retained.
OpenAI (vision) — the photo you take of a fridge or pantry shelf when you ask Saffra to identify what's on it. It is read to produce the list of items you then confirm, and it is not retained. Receipt and cookbook photos do not go this way.
Apple and Google — sign-in.
USDA FoodData Central (ingredient names, for nutrition) and Open Food Facts (just the barcode number). No personal data either way.
Fly.io, Cloudflare R2, Upstash Redis — hosting infrastructure.

One thing stays on your iPhone: receipt and cookbook OCR runs on-device via Apple's Vision framework — those images never leave your phone, only the extracted text is sent for parsing.

We do not sell your data, we do not use it to train models, and we do not share it with advertisers. None of the providers above are authorized to use your data for their own purposes.

Things Saffra doesn't do

It is iOS only. There is no Android app and no web app.
It does not work offline for anything that involves the chef, search, adaptation, meal plans, or sync.
It does not give medical, nutritional, or dietary advice, and it is not a replacement for a professional.
It does not collect your location, contacts, calendar, browsing history, or financial data.

Still stuck?

Email support@hypersage.ai. Tell us what's wrong and we'll help.