Ascent HI Mobile Support
# Ascent HI Mobile App — Support Guide
Welcome to Ascent HI, the AI-powered coaching app. This guide covers everything you need to get started, get the most out of the app, and solve common problems. If you can't find your answer here, contact **support@ascenthi.com** — or reach out to your coach or organization administrator for anything related to your account.
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## Getting Started
### Do I need an account?
Accounts are created by your coaching organization — your coach, company, or manager. **You cannot create an account in the app.** If you don't have login credentials, ask your coach or administrator to set you up.
You can also use the app **without an account** — see "Guest Mode" below.
### Signing in
1. Open the app and accept the Terms of Service on first launch.
2. On the sign-in screen, enter:
- **Organization Portal URL** — the web address of your organization's coaching portal (the same site where you view your coaching results in a browser). Example format: `yourcompany.com`. You don't need to type `https://` or `www.`
- **Email and password** — the same ones you use to sign in to that portal.
3. Check the box agreeing to the Terms of Service and Privacy Policy.
4. Tap **Sign In**.
The app remembers your portal address, so you only need to enter it the first time.
> **Tip:** If you've never signed in to your organization's web portal, do that first — your mobile login is the same account. If you don't know your portal address, your coach or administrator can tell you.
### Guest Mode
Tap **"Continue without signing in"** on the sign-in screen to use the app as a guest. In guest mode you can:
- Record conversations
- Play back, rename, share, and delete recordings
Guest recordings stay entirely on your device — nothing is sent to Ascent HI. To **submit recordings for AI coaching**, you'll need to sign in with an organization account. Recordings you made as a guest remain on your device and can be submitted after you sign in.
### Your subscription and free trial
Using the app with a signed-in account requires a subscription, purchased through your Apple ID:
- **Monthly** — $4.99/month
- **Annual** — $24.99/year (save over 50%)
Both include a **7-day free trial**. After the trial, your Apple ID is charged automatically unless you cancel at least 24 hours before the trial ends.
- **To cancel:** iPhone Settings → your name → **Subscriptions** → Ascent HI. Deleting the app does **not** cancel a subscription.
- **To restore a purchase** (new phone, reinstall): the app finds your subscription automatically when you sign in. You can also tap **Restore Purchases** on the subscription screen.
- **Refunds** are handled by Apple at [reportaproblem.apple.com](https://reportaproblem.apple.com).
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## Recording
### Making your first recording
1. Go to the **Home** tab and tap the big record button.
2. The first time, iOS will ask for **microphone permission** — tap **Allow**. (Recording may take a moment to begin right after you grant permission — that's normal.)
3. Record your conversation. You'll see a timer and a live waveform while recording.
4. Tap the button again to stop. Your recording is saved to **My Recordings**.
> ⚠️ **Important — recording laws:** Many places require the consent of **everyone** in a conversation before recording. You are responsible for complying with the recording-consent laws that apply to you and for following your organization's policies. When in doubt, ask for permission before you record.
### Audio quality settings
In **Settings → Audio Quality** you can adjust:
- **High-quality audio** — better fidelity, larger files
- **Noise reduction** — reduces background noise
- **Auto gain control** — evens out volume levels
The defaults work well for most situations, including meetings and calls recorded from a speakerphone.
### If the record button says microphone access is required
You previously declined microphone permission. Fix it in: iPhone **Settings → Apps → Ascent HI → Microphone** (or tap **Open Settings** in the app). The Microphone option only appears in iOS Settings after the app has asked once.
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## My Recordings
The **Recordings** tab lists everything you've recorded on this device.
- **Rename:** tap the **pencil icon** next to a recording's name. The pencil is available **until the recording is submitted** — after submission the name is locked (it's already attached to your coaching results).
- **Play back:** tap the play button on any card for inline playback with a progress bar.
- **Share:** tap the **share icon** to export the audio file using anything your device supports — AirDrop, Messages, Mail, Files, and more.
- **Delete:** **swipe left** on a recording card.
- **Sort:** by **Date**, **Duration**, or **Name**.
- **Filter:** **All**, **Pending** (not yet submitted), or **Submitted**.
> ⚠️ **Warning — your recordings live only on this device.** Recordings are stored locally on your iPhone, not in the cloud. **Deleting the app permanently deletes all recordings on the device.** The same is true if you erase or lose the phone.
>
> What's safe: recordings you've **submitted** have already been uploaded — their transcripts and coaching results live in your coaching portal and survive anything that happens to your phone. If you want to keep the raw audio of an unsubmitted recording, use the **Share** button to save a copy (e.g., to Files or iCloud Drive) before deleting the app.
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## Submitting for AI Coaching
1. In **My Recordings**, tap **Submit** on a recording.
2. Choose a job type:
- **Coaching Evaluation** (1 credit) — full transcript, AI analysis, and a performance scorecard.
- **Coaching + AI Video** (3 credits) — everything above, plus a personalized AI coaching video.
3. Tap **Submit for Coaching**. The app uploads your audio and starts the analysis pipeline.
Your available **credit balance** is shown on the submit screen and in the menu. Credits are provided by your organization — if you run low, **contact your coach or administrator**.
After you submit, analysis typically completes within minutes (AI video takes longer). Results appear in the **Coaching** tab and in your organization's web portal.
> **Tip:** Give recordings meaningful names *before* submitting (e.g., "Acme discovery call — Jul 5") — the name carries through to your coaching results and can't be changed after submission.
## Viewing Your Coaching
The **Coaching** tab shows your coaching library — the same results you'd see in your organization's web portal, signed in automatically with your app account. Transcripts, scorecards, analyses, and coaching videos all appear there as they're completed.
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## Settings & Personalization
- **Dark Mode** — toggle in Settings.
- **Button Colors** — customize the record and stop buttons: pick from preset colors, or tap the **+** swatch to choose any color (including an exact hex code). By default, the record button uses your organization's brand color. **Reset** returns to that default.
- Your **coach's branding** (logo and colors) appears automatically once you sign in.
## The Menu
Tap the **☰** icon on the Home screen for: your credit balance, navigation to all sections, **Settings**, **Subscription** (your current plan, renewal date, and Restore Purchases), **Support** (this guide), **Terms of Service**, **Privacy Policy**, and **Sign Out**.
## Deleting Your Account
You can permanently delete your account in the app: **Settings → Account → Delete Account**. You'll be asked to confirm twice — the second confirmation specifically covers your web portal access — and deletion cannot be undone.
What happens when you delete your account:
- Your sign-in and personal information (name, email, profile) are permanently deleted or anonymized.
- **This is the same account you use for your coaching/company web portal** — deleting it removes your sign-in everywhere, mobile and web. Only your organization's administrator can create a new account for you afterward, and your previous coaching history will not be linked to it.
- Coaching results you already submitted remain with your organization under its retention policies, no longer linked to your profile. If you want those removed too, ask your organization's administrator.
- Recordings on your device are untouched — delete them separately if you wish.
> ⚠️ **Deleting your account does NOT cancel your subscription.** Subscriptions are billed by Apple, not Ascent HI. Cancel first in iPhone **Settings → your name → Subscriptions → Ascent HI**, then delete your account.
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## Troubleshooting
**"Could not find your organization. Check your portal URL."**
The portal address you entered isn't recognized. Check the spelling against the web address where you normally view your coaching. Don't include `https://`, `www.`, or anything after the domain (e.g., enter `yourcompany.com`, not `yourcompany.com/login`). If it still fails, confirm the address with your administrator — your organization may need to be enabled for mobile access.
**"Invalid email or password."**
Use the exact email and password from your organization's web portal. If you've forgotten your password, reset it on the web portal (or ask your coach) — then sign in on mobile with the new password.
**I signed in but see a paywall.**
An active subscription (or free trial) is required. Start the 7-day free trial, or tap **Restore Purchases** if you've subscribed before on this Apple ID.
**Recording didn't start on the first try.**
Right after granting microphone permission, iOS occasionally needs a moment to activate audio. The app retries automatically; if you ever see an error, simply tap record again.
**The Coaching tab asks me to log in.**
This can happen if your session expired or you're in guest mode. Go to the menu → Sign Out (or Sign In), and sign in again — the Coaching tab then signs in automatically.
**"Insufficient credits."**
Your organization's credit pool for you has run out. Contact your coach or organization administrator — credits are managed by them, not purchased in the app.
**My subscription shows "No previous purchases were found."**
Restore Purchases looks for subscriptions bought with the **Apple ID currently signed in on the device**. If you subscribed under a different Apple ID, sign in to that Apple ID in iOS Settings first. Note that simply signing in to your Ascent HI account usually recovers your subscription without needing Restore at all.
**I got a new phone. Where are my recordings?**
Submitted recordings and all coaching results are in your portal and the Coaching tab — safe. Unsubmitted recordings live only on the old device (unless the new phone was restored from a full device backup that included the app's data). Sign in on the new phone and your subscription and coaching history come with you.
**The app signs me in automatically even after reinstalling.**
Your sign-in is stored in the iPhone's secure Keychain, which survives reinstalling the app — this is standard iOS behavior. To fully sign out, use **menu → Sign Out** before deleting the app.
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## Privacy at a Glance
- Recordings stay **on your device** until *you* submit them.
- Nothing is recorded unless you press record; iOS shows the recording indicator whenever the microphone is active.
- Submitted recordings are processed to create your transcripts and coaching results, visible to **you and your organization's coaches/administrators**.
- We don't sell your data, show ads, or track you across other apps, and our AI providers may not train their models on your content.
- Full details: [Privacy Policy](https://www.ascenthi.com/mobile-privacy) · [Terms of Service](https://www.ascenthi.com/mobile-terms)
## Contact Us
- **App and technical issues:** support@ascenthi.com
- **Account, password, and credits:** your coach or organization administrator
- **Subscription billing and refunds:** Apple, at [reportaproblem.apple.com](https://reportaproblem.apple.com)
When emailing support, include your iPhone model, iOS version, and a description of what you were doing when the problem occurred — screenshots help enormously.