Help and contact
Support
Contact
Support: support@multifactorsolutions.net
Privacy and data requests: privacy@multifactorsolutions.net
7310 Menchaca Rd, #150091
Austin, TX 78715
United States
We aim to answer within two business days.
Your subscription
Proteneo is an auto-renewing subscription, billed by the Apple App Store or Google Play. Manage or cancel it in your App Store or Google Play account settings; the app links you there from Settings and from the subscription screen. Deleting the app does not cancel your subscription.
Refund eligibility and refund requests are governed by the applicable store's policies and by law. We cannot issue App Store refunds ourselves.
Your data
Proteneo stores what you log on your device. There is no Proteneo account and no cloud copy of those entries, so we cannot recover them for you. If you want a recoverable copy, use the backup and export features in Settings.
Uninstalling the app removes its local data from that device. It does not cancel your subscription, and it does not delete files you previously exported or copies you saved elsewhere.
Opening an exported report
Reports export as a PDF or as an interactive HTML file. The PDF opens anywhere, including on a phone, and is the better choice for emailing or printing.
The interactive HTML file opens in a desktop browser. On a phone, a preview window such as Quick Look cannot run it. Open the Proteneo report reader and choose the file instead. The page reads the report on your device; it does not upload the selected file.
Reporting a problem
Email support with your device model, iOS or Android version, and what you were doing when it happened. Please do not send screenshots or exports containing entries you would rather keep private. We do not need them to begin investigating a problem.