How can we help?
Pick your app, or find your question below.
Signing in
I forgot my password
Tap Forgot password? on the app’s sign-in screen and enter your account’s email. We’ll send a link to choose a new one; it works for a limited time, so use it soon. If it doesn’t arrive within a few minutes, check your spam folder.
I didn’t get the confirmation email
Check your spam or promotions folder first. Still nothing? Ask for a new one from inside the app (in Bongo, on the confirm-your-email screen). Each new email replaces the last one, so open the newest.
How do I change my email or password?
From the app’s menu or settings while you’re signed in. In Adelante: Settings → Account. A new email address only takes over after you confirm it from that inbox.
Subscriptions & billing
How do I buy a plan or coins?
Adelante’s Plus and Pro plans are bought in the Adelante app, through the App Store or Google Play. Bongo’s coin shop is in test mode: checkout uses a pretend card and nothing is charged.
How do I manage or cancel a subscription?
Subscriptions are managed where you bought them:
- iPhone or iPad: Settings → your name → Subscriptions.
- Android: Google Play → your profile picture → Payments & subscriptions → Subscriptions.
- Web: the app’s own account settings.
You keep paid features until the end of the period you paid for. Deleting the app, or your account, doesn’t cancel a store subscription.
I paid, but the app doesn’t show it
Make sure you’re signed in to the same account you paid with, then use Restore purchases in the app’s settings where it’s offered. Still missing? Email us with your store receipt (it’s in your Apple or Google account).
How do I get a refund?
App Store and Google Play purchases are refunded by Apple or Google: request one at reportaproblem.apple.com or from your Google Play order history. For anything bought on the web, email us.
Your data
How do I get a copy of my data?
In Adelante, Settings → Privacy → Download my data saves a file with your account and your whole budget. For any other app, or for anything the app doesn’t include, email us from the address on your account.
What do you collect, and who sees it?
Only what each app needs to work, and we never sell it. Usage statistics are only collected if you say yes. The details, app by app, are in our Privacy Policy.
How do I delete my account?
In the app: Adelante Settings → Privacy → Delete account, Bongo Me → Delete account. It’s immediate and permanent. Can’t sign in? See Delete your account to ask us by email. Cancel any store subscription separately.
Something isn’t working
My changes aren’t showing on my other device
Check you’re signed in to the same account on both, and that both are online. Changes made offline stay on that device and sync by themselves the next time it connects; opening the app usually does it.
The app won’t load, or looks out of date
- Check your connection and try again.
- Close the app completely and reopen it: updates are picked up on the next launch.
- Still stuck? Email us what you see (a screenshot helps) and your device.
How do I report a bug or a security issue?
For a bug, email us with what you did, what happened and your device. For a security problem, email us too and put “Security” in the subject: include the steps to reproduce it, and give us a reasonable chance to fix it before sharing it publicly. We appreciate responsible reports.
Write to us.
A real person reads every message and writes back, in English or Spanish. Tell us which app it’s about.
support@solojade.com- Write from the email on your account.
- Include your device and what happened. A screenshot helps.
- Never send your password. We’ll never ask for it.
Using Bongo?
The fastest way is inside the app: Me → Contact us. We usually answer within a day.
Someone in danger?
Call your local emergency number first. To report someone in Bongo, tap their name, then Report.