Support
Write to us and a person reads it. Tell us what happened and, if it is about an episode, which one.
Common questions
What is free, and what needs a membership?
You can browse the catalogue without an account. Listening, saving and keeping your place need a free account.
Free with any account: every trailer, every Start here episode, the first chapter of every other episode, and all ambient sounds.
A Turnel membership unlocks every chapter of every episode, with transcripts, sleep music and downloads for offline listening.
How do I become a member?
In the app, open You and tap Subscription, or tap any locked chapter. You pay with your Apple ID. The yearly plan may include a free trial for new subscribers; the App Store shows its length and the price before you confirm.
I paid, but the app still shows the free plan.
Make sure you are signed in to the same Turnel account you subscribed with. Then open You, tap Subscription and tap Restore at the bottom of the membership screen. The App Store checks your Apple ID and your membership appears; you don’t need to buy again.
If it still shows the free plan, email us with the address of your Turnel account.
How do I cancel?
In iOS Settings: tap your name, then Subscriptions, then Turnel. In the app, You → Subscription → Cancel membership takes you to the same place.
Cancelling stops the next renewal; your membership stays until the end of the period you paid for. Deleting the app does not cancel a subscription. Cancel before a free trial ends and you are not charged.
Can I get a refund?
Purchases are made through Apple, so Apple handles refunds. Request one at reportaproblem.apple.com.
How do downloads work?
Members can download any episode from the player or from the episode’s ⋯ menu. Downloads use Wi-Fi only unless you change it in You → Settings → Downloads.
They play offline for up to 30 days after the app last confirmed your membership, and are removed when you sign out. Episodes you finish are removed automatically (audiobooks stay); turn that off with Delete after finishing in the same place.
How does the sleep timer work?
In the player, tap Timer and choose 15, 30, 45 or 60 minutes, the end of the chapter or the end of the episode. The voice and any ambience fade out together over the last 30 seconds.
I forgot my password.
On the sign-in screen, tap Forgot password? and enter your email. We send you a code to set a new password.
How do I delete my account?
In the app, open You, tap the gear for Settings, then Delete account at the bottom. Your account, listening history and saved items are removed permanently.
Deleting your account does not cancel an App Store subscription: cancel it first, as above.
Something sounds wrong in an episode.
Open the ⋯ menu in the player or on the episode page and tap Report a problem. We attach the episode, your position, the app version and your account, so we can follow up. Nothing else, and no audio from your device.
Can I get a copy of my data?
Yes. Email support@turnel.app from the address of your account. The Privacy Policy lists what we keep.