Support
Last updated: 27 August 2026
This page explains how to get help with Elya, the language-learning and
conversation app published by GyEffe Technologies Ltd (company number SC899700),
5 South Charlotte Street, Edinburgh, EH2 4AN, Scotland. App package name:
com.meetelya.elya.
Contact us:
support@meetelya.com
We are a small team and we read and answer every message. Please allow a few working days
for a reply, and longer at weekends.
1. Report a problem from inside the app
If a character says something wrong, unsafe, offensive or simply strange, report it from the app:
- Open Settings (the gear icon).
- Under Legal & Support, tap Report a problem.
- Your email app opens with a message to us already addressed. Describe what happened and, if you can, paste in the reply you are reporting.
Pasting the exact words of the AI reply helps more than anything else: it is what lets us find the conversation and fix the cause. You can also long-press any message and choose Copy or Share to get the text out.
If your phone has no email app set up, write to support@meetelya.com from anywhere else.
2. What to include when you email us
It helps us a lot if you can tell us:
- the email address registered to your Elya account;
- what you were doing when the problem happened;
- what you expected to happen, and what happened instead;
- your phone model and Android version, if the app crashed or froze;
- a screenshot, if there was anything to see.
3. Account and data
- Delete your account and data — see meetelya.com/delete-account. Deletion is immediate and permanent.
- Ask what data we hold, or ask us to correct it — email support@meetelya.com from the address registered to your account. Our Privacy Policy explains what we collect and why.
- Sign-in problems — tell us which method you used (Google, or email and password) and the address you signed in with. Do not send us your password: we will never ask for it.
4. Payments and subscriptions
Purchases and subscriptions are handled by Google Play, not by us. To cancel or to ask for a refund, open the Google Play Store and go to Payments & subscriptions → Subscriptions. If a charge looks wrong to you, write to us as well and we will help you chase it.
5. Child safety and urgent concerns
Concerns about child safety are handled separately and treated as urgent: see our Child Safety Policy, or write to support@meetelya.com with child safety in the subject line.
Elya is not an emergency service and is not a substitute for professional help. If you or someone else is in immediate danger, contact your local emergency number. In the UK that is 999, and the Samaritans can be reached free at 116 123, at any hour.