Support

Help with Reframe, and answers to the questions people ask most.

If you need help now

If you’re in danger, or might act on thoughts of harming yourself, please call your local emergency number now, such as 911, 999 or 112.

For free, confidential support near you, find a helpline at findahelpline.com, or talk to someone you trust: a friend, family or a doctor. In Reframe, Get Help Now is in Settings, and it appears on its own if what you write suggests you might need it.

Get in touch

Email support@newthird.co and we’ll get back to you as soon as we can.

It helps to tell us which iPhone you have, its iOS version, and the version of Reframe (in the app, under Settings › About). There’s no need to include anything you’ve written.

Using Reframe

What are thinking traps?

Common ways a thought can bend the facts, such as jumping to conclusions or expecting the worst. Reframe explains each one with an example: go to Settings › Thinking Traps.

I’m not getting my daily reminder

In Reframe, go to Settings › Daily Reminder and check Remind Me is on, and the time is right.
Check notifications are allowed for Reframe: in the Settings app, go to Notifications › Reframe and turn on Allow Notifications.
A Focus, such as Sleep or Do Not Disturb, can hold it back. Add Reframe to the Focus’s allowed apps.

How do I lock Reframe?

Go to Settings in Reframe and turn on Lock with Face ID (or Touch ID, or Passcode). Reframe then asks for it each time it opens, and hides your journal in the app switcher. Your iPhone needs a passcode for this, which you can set in the Settings app, under Face ID & Passcode.

Is Reframe therapy?

No. Reframe is a self-help tool based on cognitive behavioral therapy. It isn’t medical advice or a replacement for professional care. If you’re struggling, please talk to a doctor or therapist.

Reframe Pro

What’s free, and what does Pro add?

Your first 3 thought records are free (the example record doesn’t count), and so is everything that keeps you safe and private: the thinking traps guide, Get Help, the lock and the daily reminder. Reading, editing and deleting what you’ve written is always free. Pro adds unlimited records, the rest of Insights, and PDF export.

Is Pro a subscription?

No. It’s a one-time payment.

Can I try Pro first?

Yes. You can try Pro free for 14 days, once per Apple Account. When the trial ends, nothing is charged and nothing is taken away: records you wrote during it stay, to read and edit.

How do I restore Pro?

Pro belongs to your Apple Account, so it works on any iPhone signed in to the App Store with it. If Pro isn’t showing, go to Settings in Reframe, tap Reframe Pro, then tap Restore Purchase. Still missing? Check you’re signed in to the App Store with the Apple Account you bought it with.

Can I get a refund?

Purchases go through Apple, so refunds do too. You can ask for one at reportaproblem.apple.com.

Your data

Moving to a new iPhone

Reframe keeps your records on your iPhone only, and out of iCloud and computer backups, so setting up a new iPhone from a backup won’t bring them across. Before you switch, export them as a PDF to keep them. The PDF is a copy to read, not a backup, so it can’t be imported.

Exporting your records

With Pro, go to Settings in Reframe and tap Export as PDF. You’ll get your thought records as a PDF, ready to send to a therapist, print, or keep in Files.

Deleting your data

To delete one record, open it and tap Delete Record. To delete everything, go to Settings in Reframe and tap Delete All Data. Deleting the app removes everything too. There’s no other copy, so it can’t be recovered.