How can we help?

Sign in to the Apple Account or Google account you subscribed with. Open Crossing, tap Profile, then Go Premium, then Restore purchases. Premium bought on an iPhone can't move to Android, or the other way around.

iPhone: open Settings, tap your name, then Subscriptions, then Crossing.

Android: open Google Play, tap your profile picture, then Payments & subscriptions, then Subscriptions, then Crossing.

Cancel at least 24 hours before your renewal date to avoid the next charge. Premium stays on until the end of the period you've paid for. Deleting the app doesn't cancel it.

Apple handles refunds for App Store purchases. You can ask for one at reportaproblem.apple.com.

For Google Play purchases, request a refund in Google Play. If it's been more than 48 hours, email us your order number, which starts with GPA, and we'll take a look.

A free trial becomes a paid subscription unless it's cancelled at least 24 hours before it ends. If you meant to cancel, ask for a refund as described above, and cancel so it doesn't renew again.

Make sure your phone is online, then tap Restore purchases on the Go Premium screen. The same applies if you've just used Delete synced data: your subscription is untouched, but the app may need a restore to see it again. If Premium still doesn't appear, email us your order number and we'll sort it out.

Crossing speaks with your phone's built-in voices. Turn up the media volume, then check that a voice is installed for the language.

iPhone: open Settings, then Accessibility, then Spoken Content, then Voices.

Android: search Settings for "Text-to-speech" and install the voice data for the language.

Some phones don't have a voice for every language.

The first time you use Their reply with a language, Crossing downloads its translation model, about 30 MB, once. You can choose Wi-Fi or mobile data. After that it works offline, and nothing anyone types leaves your phone.

Yes. Phrases, replies, Situations and cards are stored on your phone, and audio uses your phone's built-in voices. Their reply needs its one-time download for each language, then works offline too.

Without an account, your saves stay with the phone you made them on. To take them with you, sign in on that phone first: tap Profile, then Account, and continue with Apple (on iPhone), Google or email. Then sign in with the same account on your new phone. Your favorites, saved Situations and practice progress sync to your account.

Saves about health, diet, emergencies or access needs are the exception: they stay on the phone you made them on, even when you're signed in. Premium is separate too. It belongs to your App Store or Google Play account, so you can restore it on any phone signed in to that store account.

Two side by side for free, or up to five at once with Premium.

Thank you for telling us. Email the phrase, the language and region, and what you'd suggest. Corrections from native speakers make Crossing better for everyone.

Very little. You don't need an account: without one, your saves are kept under a random app ID that doesn't say who you are. If you sign in so your saves follow you to a new phone, we also keep the email address and sign-in method you choose. Either way, saves about health, diet, emergencies or access needs stay only on your phone. The Privacy Policy covers everything.

If you signed in: tap Profile, then Account, then Delete account. Once you've confirmed it's you, that deletes your account and everything synced to it.

Without an account: tap Profile, then under Privacy & data tap Delete synced data. That removes your random app ID and everything synced with it — your favorites, saved Situations, practice progress, languages and display settings — and Crossing starts again with a new ID. Removing a single favorite or saved Situation deletes it from our database too.

It doesn't cancel a subscription, and saves about health, diet, emergencies or access needs never left your phone to begin with. Delete your data has the rest, including how to ask us to remove your subscription record.

It's the random ID your saves are stored under, whether or not you've signed in. It isn't a password, and it doesn't tell anyone who you are. It's the surest way for us to find your records when you write to us.

Open Profile, then Privacy & data, and tap the copy button beside it.