Contact
Email privacy@poclab.com, or use the form below to prepare an email. Include your app version, iOS version, what happened and the approximate time of the issue. For a purchase problem, include the Apple transaction reference if available. Please do not send passwords, verification codes or payment-card details.
Set up your callback number
Enter a US or Canadian number that can receive ordinary phone calls and SMS verification codes. Onward cannot obtain your phone number automatically from iOS. Verify the number in the app before calling; at least one minute must remain in your balance to verify it or start a call.
When Onward detects an agent while waiting, it calls this number. Answer the phone call to join. Keep your phone able to receive calls, and check whether Focus settings, call screening or your carrier are blocking the callback.
Manage scheduled calls
Use Schedule a Call to save a call for a future date. There is no purchase-based limit on how far ahead you can schedule or how many future calls you can save. You can edit the business name and phone number before the call starts. Swipe left on a scheduled call and choose Delete to cancel it, or open the call and choose Cancel scheduled call. A cancelled entry can remain in your call history.
Saving or cancelling a future booking does not use minutes. Onward checks your balance, verified callback number and destination again when the call is due. Only one call can run per profile at a time, so a scheduled call may be delayed while another is active. Scheduling and telephone connections are best effort.
Join a call or return to hold
If you need to navigate a telephone menu or Onward misses a greeting, open the active call and choose Call me back now. Once connected, choose Wait for me again if the business puts you back on hold. Onward keeps the business on the line and calls you again when it detects an agent. Automatic telephone-menu navigation is not available.
Each callback connection has a maximum 20-minute limit and may end sooner if the call's remaining time limit is shorter. Buying minutes during an active call does not extend that call's existing time limit.
Minutes and purchases
The 60-minute pack is a one-time purchase: US$9.99 in the United States or CA$12.99 in Canada. Apple shows the final price and any applicable taxes before purchase. Unused purchased minutes do not expire, and the pack does not renew automatically.
Waiting on hold, the callback handoff, replay and your connected conversation use the same balance after the business answers. Ringing before an answer is free. See the Purchase Terms for usage, limits and refunds.
If minutes appear missing, confirm you are signed in to the Onward profile used for the purchase and choose Restore purchases. This retries unfinished delivery and refreshes your balance; it does not refill spent minutes or transfer a purchase to another profile. Request Apple purchase refunds at reportaproblem.apple.com.
Accounts and deletion
Sign in to the same Onward profile on another device to access its remaining balance and saved calls. In account settings, choose Delete account to permanently delete the profile. You will be asked to confirm and sign in again. Deletion ends active calls, cancels future bookings and removes saved calls, call history and remaining minutes from Onward's active systems.
Account deletion does not automatically refund an Apple purchase. The Privacy Policy explains deletion, limited safeguards retained to prevent abuse and records held independently by service providers.