Aura · Support

We're here to help.

Setup questions, a lock you cannot get past, a subscription that will not unlock. Answers below, and a person reads the email address.

Support for Aura: Cold Sore & HSV Log (iOS)

Contact us

Email customer-care@velorahealth.io and we will reply within 2 business days. Put "Aura" in the subject line. Please do not send health details or photos by email; we will never ask for them.

Common questions

How do I set up the plan that appears when I tap the button?

Open Settings, then My plan and type in exactly what your clinician prescribed, including the interval you were told. Aura shows that text back to you unchanged. It never fills this in for you, because guessing someone's prescription would be unsafe.

I forgot my PIN

For the same reason your data is safe from everyone else, we cannot reset it. There is no account and no server, so there is no recovery channel. If you cannot get in, deleting and reinstalling the app gives you a fresh start, but the previous log cannot be recovered.

How do I change the app icon back?

Open Settings, then Appearance and choose the default icon. iOS shows a brief confirmation when an app icon changes; that is the system doing it, not the app.

Will notifications show what the app is for?

No. Notification text is deliberately neutral, for example "Time for your check-in", and never names the condition or the medication. You can also turn notifications off entirely without losing any other feature.

Does the trigger pattern predict my next episode?

No, and it never claims to. It counts what you logged in the days before past episodes and reports plain totals from your own record. With a small number of episodes those counts are weak evidence, and the app says so rather than dressing them up.

I subscribed but Premium is still locked

Open the Premium screen and tap Restore Purchases, and make sure the device is signed in with the Apple Account that made the purchase.

How do I erase everything?

In Settings, then Erase all data, or simply delete the app. Both remove everything, because everything lives on this device. There is no server copy to chase.
Good to know

Aura is a personal log for general wellness. It does not diagnose, treat or prevent anything, and it is not a substitute for medical care. It reminds you of the plan your clinician prescribed, and nothing more. Always follow their advice, and speak to a healthcare professional about diagnosis, treatment and transmission risk.

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