Support

If someone is in danger right now: call 911, call or text 988 (the Suicide and Crisis Lifeline), or text HOME to 741741 (the Crisis Text Line). Both lines are free and open 24/7 in the United States. What the app does in a crisis is set out in the crisis protocol.

Write to us#

• Questions, problems, and a wrong answer: support@otsportops.com. Include the athlete’s state and sport and roughly when it happened; you do not need to send us anything sensitive.
• Safety concerns — a response that went wrong, or anything about how Eli handled a hard conversation with your athlete: safety@otsportops.com. It is read by a person. It is not an emergency line and it is not monitored around the clock.
• Privacy requests — to know, get a copy of, correct, or delete what we hold: write to support@otsportops.com from the email address on the account. How we handle them, and how to appeal, is in the privacy policy.

Get a copy of everything#

The parent or guardian who holds the account can do this in the app, at any time, whether or not the subscription is active:

1. Tap Family — the two-person button at the top right of the screen.
2. Under A copy of all of it, tap Make the folder.
3. When it is ready, tap Save the folder.

The folder holds the athlete’s file and the photographs in it, every conversation with Eli, what Eli remembers, and everything you have agreed to. Our copy of the folder is deleted after seven days; the one you save is yours.

Delete the account#

The account holder can delete the account and everything on it from inside the app:

1. Tap Family — the two-person button at the top right of the screen.
2. Under Closing the account, tap Delete the account.
3. Read what goes and what stays, then tap Delete everything, now. Apple asks you to confirm it is you, and then it is done. There is no undo.

Deletion is immediate, not after a waiting period. What stays is a record that an account was deleted, with no name on it (kept two years so the deletion can be proven), and the App Store’s billing records, which the law makes us keep. Our backups roll over on their own and the last copy is gone within 35 days. The full list is in the retention schedule.

Deleting the account does not cancel the subscription. Apple bills it, so cancel it with Apple as well — see below.

Cancel a subscription#

Subscriptions are sold and billed by Apple, so they are cancelled with Apple. We cannot cancel one for you.

1. On your iPhone, open Settings and tap your name.
2. Tap Subscriptions, then OT Elevate.
3. Tap Cancel Subscription.

Cancelling stops future charges, and access continues to the end of the period you paid for. Cancelling does not delete your data; delete the account if that is what you want. Refunds are handled by Apple under Apple’s policies — if something we did caused the problem, write to us and we will help you make the case. The details are in the terms.