thermal
Support

How can we help?

Fixes for the most common situations are below. If you can't find yours, write to us; we usually reply within two business days.

Email info@thermalcrypto.com

Please include the app version (bottom of the Settings screen), your phone model and, if possible, a screenshot.

Good to know

Thermal has no accounts, so we can't identify you by email. Anything involving your alerts or data is done inside the app.

I'm not getting notifications

  • Permission: on iPhone, Settings → Notifications → Thermal; on Android, Settings → Apps → Thermal → Notifications must be on.
  • Quiet hours: if you set quiet hours in Thermal, nothing is sent during that window; the notification only appears in the app's "Recent notifications" list.
  • Focus / Do Not Disturb: your phone's focus mode may be hiding notifications.
  • Battery saving (Android): some manufacturers restrict notifications from background apps. Try turning off battery optimisation for Thermal.
  • Hourly limit: to prevent notification storms, a device receives at most 30 notifications per hour.
  • Still nothing? Open and close the app once; this refreshes your notification token on our server.

I set an alert but it didn't fire right away

An alert fires the moment the line is crossed. If the condition is already true when you create it (for example, a "drops below 30" alert while RSI is 27), you won't be notified straight away; the app tells you this when you save it. You'll be notified once RSI moves back 3 points and crosses the line again.

The same alert fires at most once per candle of its timeframe. For example, a 1-hour alert won't fire more than once an hour.

The data looks stale

RSI values update roughly every minute as prices move, and again at every candle close. While the app is open, the screen refreshes by itself. If you see "x min ago" next to the market pulse, your connection dropped or our server can't be reached; the last data keeps showing. If there is a problem on our side, alerts are deliberately not evaluated during that time so they don't send wrong notifications.

I moved to a new phone

Install the app on your new phone with the same Apple ID or Google account and tap Settings → Restore purchases; Premium belongs to your account and turns on there too. Alerts are tied to the device, so they don't move over and you'll need to set them again.

Premium and subscription

  • Premium isn't showing: tap Settings → Restore purchases. You need to be signed in with the Apple ID or Google account you bought it with.
  • Cancelling: on iPhone, Settings → your name → Subscriptions; on Android, Play Store → Profile → Payments & subscriptions → Subscriptions. Premium stays on until the end of the period.
  • Trial: the 7-day free trial comes with the yearly plan, once per store account. Deleting and reinstalling the app does not restart it.
  • Switching plans: to go from monthly to yearly, just pick the yearly plan on the purchase screen; the store handles the switch.
  • When Premium ends: the app keeps working on the free plan. Extra alerts are paused, not deleted, and pick up again when you turn Premium back on.

Refunds

Apple or Google take the payment, so refunds go through their process; we can't issue refunds ourselves.

  • App Store: reportaproblem.apple.com
  • Google Play: Play Store → Profile → Payments & subscriptions → Budget & history → the order

I want to delete my data

Settings → Delete my data in the app deletes your device record and all your alerts immediately. Deleting the app also works; your record is deleted automatically within 60 days at the latest. Details are in the privacy policy.