Support
Billing questions, import problems and anything about a score you do not understand. Most answers are below; the rest go to hi@monadly.com.
Billing and subscriptions
Cancelling, restoring a purchase, and refunds through Apple.
Email about thisImport and analysis
Links that will not fetch, uploads that stall, results that look off.
Email about thisReading the results
What a hook score, a forecast or a heat map dip means for your edit.
Email about thisResponse times
Monday to Friday, 9:00 AM to 6:00 PM Pacific. Most emails get a reply within 12 hours on those days.
Please include your iOS version and the app version shown on the App Store page; it saves a round trip.
Support questions
How do I cancel my Go Viral subscription?
Subscriptions are managed by Apple, not inside the app. Open Settings on your iPhone, tap your name, tap Subscriptions, choose Go Viral and tap Cancel Subscription. You keep access until the end of the period you already paid for. Deleting the app does not cancel it.
I was charged after the trial. Can I get a refund?
A subscription renews automatically unless it is cancelled at least 24 hours before the current period ends. Refunds for App Store purchases are decided by Apple: go to reportaproblem.apple.com, sign in, find the charge and choose Request a refund. We cannot issue App Store refunds ourselves, but email us if you need help with the request.
I subscribed but the app says I am not a subscriber
Make sure you are signed in to the same Apple ID that bought the subscription, then open the app and tap Restore Purchases on the paywall. If the subscription shows as active in Settings but not in the app, email us with the App Store order ID from your receipt.
A TikTok, Reels or Shorts link will not import
Copy the link from the platform's own share sheet rather than the browser address bar, and make sure the video is public. Private videos, drafts and age-restricted videos cannot be fetched. If a public link still fails, import the clip from your camera roll instead; the analysis is identical.
The analysis takes a long time or fails
Long or high-resolution clips take longer to upload. Try again on Wi-Fi, and if a specific video keeps failing, send it to us with the app version from the App Store page and we will look at it.
Which platforms and languages does the app support?
The app analyzes videos from TikTok, Instagram Reels, YouTube Shorts, and the interface is available in nine languages including English, Spanish, German, French, Japanese and Korean. It requires iOS 17.0 or later on iPhone or iPad.
Do you keep my videos?
Uploaded videos are processed to produce the analysis and are not stored permanently on our servers. The privacy policy has the full statement. To ask for any data tied to your device to be deleted, email us.
The hook score or forecast seems wrong for my video
The scores read the clip itself and do not know your audience, your posting time or which sounds are trending today, so a video can score well and still underperform, or the reverse. If a score looks clearly broken, for example the same number on very different videos, email us the clips and we will check.