Support

Contact

For bug reports, feedback or business enquiries, please use the form below.

Jarvity | Asking us to delete
Please contact us from the support page and include the "Ranking code" (not the Player number that begins with B-) shown in the app's Settings. We will delete the records that match that code, including your name and any report records. If you only want to remove your name, use "Remove name" on the "Name shown on the ranking" screen. However, if a device has been suspended from the rankings (including when its account is frozen), the suspension continues after its records are deleted (including when they are deleted at the end of the retention period). For that purpose only, we keep a value derived from the device that cannot be reversed, together with a record of the suspension, until the suspension is lifted and in any case no longer than we provide the rankings.

No sales or solicitation, please. We do not respond to sales enquiries sent through the form, by email, phone or fax.

By email

If the form doesn't work for you, reveal our address with the button below. No sales or solicitation, please.

We have not consented to receiving advertising email. Under Japan's Act on Regulation of Transmission of Specified Electronic Mail (opt-in rule), sending advertising email without prior consent is prohibited. We report advertising email received without our consent to the Anti-Spam Consultation Center of the Japan Data Communications Association. The Center states that the information it receives is used for purposes including measures by the Japanese authorities against senders in breach of the Act.

Frequently asked questions | Jarvity

Will my data carry over to a new device?

Yes. As long as you are signed in with the same Apple ID, scores, settings, placements and purchases transfer automatically via iCloud. If purchases don't appear, try “Restore Purchases” in Settings.

I bought the app but still see ads

Try “Restore Purchases” in Settings. If that doesn't help, contact us with the Apple ID used and the purchase date.

Ads won't load

Check your connection. Ads cannot load offline, so rewarded items are unavailable in that state.

How do I change ad personalisation?

Settings → Privacy & Security → Tracking. In the EEA and UK you can also change it from “Privacy options” inside the app.

There's no sound

Check the silent switch, the volume, and the mute button at the top left of the app. Music and sound effects have separate volume sliders in Settings.

How do I delete my data?

Deleting the app removes on-device data. However, the ranking identifier and key, and any record of a restriction or suspension of your participation in the rankings, are stored in iCloud Keychain and iCloud so that they carry over to devices using the same Apple ID, and they remain even if you delete the App. iCloud data can be managed from Settings → Apple ID → iCloud.

Is it safe for children to play?

Jarvity contains no violent content and does not push purchases. It does show ads, however, so for younger children we recommend using Screen Time on the device to restrict in-app purchases and web browsing.

Frequently asked questions | Acona

The license key email did not arrive, or you have lost it

If you still have the Mac you use Acona on, open the Acona menu ＞ "Manage License…". Your key is shown there as "Your license key". There is no need to look for the email.

Enter the email address you used at purchase and we will send the key email again. It can only go to the address used at purchase; we cannot change it for you.

If you can no longer use the address you purchased with, please contact us using the form on this page, with the string beginning cs_ that appears in your key email or in the URL of your purchase completion page (the string beginning pi_ in your payment provider’s records is also fine, if you have it). Once we have confirmed it is you, we will revoke the old key and send a new one to your new address at no charge. If you have neither the string nor the Mac you use Acona on, we have no way to confirm it is you, and we cannot help in that case.We will never ask you to send us a credit card number, including the last four digits, or an identity document. Any message asking for these is not from us.

Using a third Mac, or you have replaced your Mac (releasing a Mac)

One license key covers two Macs at a time. To use a third, choose "Stop using on this computer" on one of them. You will find it in the "Manage License…" window, under the Acona menu.

If you no longer have the old Mac (for example, it broke, was sold or was lost), please contact us using the form on this page and include your license key. We will release it for you.

Does Acona work without an internet connection?

To use the paid features, the app needs to connect to the internet at least once every 7 days to check your license. If the check cannot be completed for 7 consecutive days, synthesis is limited to the first eight bars (you can still open, edit and export your work). Depending on the time signature and tempo, it may end sooner, at 64 quarter-note beats or 60 seconds. Everything returns to normal by itself once you are back online.

Is Acona the same thing as NEUTRINO?

No, they are separate. NEUTRINO is the engine that synthesises the singing voice; Acona is an editor for preparing the score you hand to that engine. Acona alone cannot produce a voice, and NEUTRINO works without Acona. Acona exists to make writing and adjusting that score less painful.

Do I need Acona in order to use NEUTRINO?

No. NEUTRINO runs on its own using the steps that come with it. What you will be doing, though, is entering lyrics one at a time and adjusting pitch curves as text. Acona lets you do that part on screen and in bulk. The more songs you work on, the more the difference shows.

Can I use the voice I make with Acona commercially?

The terms for the voice itself come from NEUTRINO and from the voice library you use, not from Acona. Acona only edits the score, so we place no restriction of our own on what you produce. Please check the NEUTRINO and voice-library terms before you publish or sell anything.

Is Acona available for Windows?

At present it is macOS only, and there is no Windows version planned right now. If that changes, we will announce it on this site.

Frequently asked questions | General

Do the apps work without an internet connection?

Jarvity plays fine offline; only loading ads needs a connection. Acona does its editing and synthesis on your own Mac, so the work itself needs no connection. To use the paid features, however, the app checks your license with our server at startup. If the check cannot be completed for 7 consecutive days, singing synthesis is limited to the first eight bars. Depending on the time signature and tempo, it may end sooner, at 64 quarter-note beats or 60 seconds. You can still open your existing songs, edit them, and export without restriction. As soon as a check succeeds again, full use is restored immediately. If we discontinue operation of the license-checking server, we will give notice at least 15 days beforehand, both on this website and in the software. Any computer that connects for a check during the notice period is automatically granted permission (with no expiry for a buy-once version; until the end of the contract period for a one-year license), and we will send a release code with the same effect to the registered email address of each customer who holds a valid license. The release code can be used on a Mac that completed a license check at least once before the shutdown (Article 3.3 of the Acona Terms of Use). If that notice and those steps are not given and the check still cannot be completed, singing synthesis remains limited to the first eight bars (Article 3.4 of the Acona Terms of Use). Depending on the time signature and tempo, it may end sooner, at 64 quarter-note beats or 60 seconds.