Support
Stuck, found a mistake in our Japanese, or have an idea? Email us. A real person reads every message.
support@gethana.appIt helps to include your iPhone model, iOS version and what you were doing when it happened.
How do I restore my purchase?
Sign in to the App Store with the same Apple Account you bought with. Then open Hana and tap Restore at the top of the paywall, or go to Settings > Restore purchases. This works on a new iPhone or after reinstalling. There is no Hana account to log in to; your purchase is tied to your Apple Account.
How do I cancel my subscription?
Open the Settings app on your iPhone, tap your name (your Apple Account, formerly Apple ID), then Subscriptions > Hana > Cancel Subscription. You can also get there from Hana under Settings > Manage subscription.
Cancel at least 24 hours before your current week or year ends to avoid the next charge. You keep access until the end of the period you paid for. Deleting the app does not cancel a subscription. A Trip Pass never renews, so there is nothing to cancel.
What's the difference between the Trip Pass and Weekly?
Trip Pass ($24.99) is a single payment for 30 days of everything. It does not renew and you are never charged again. Good if you have one trip coming up.
Weekly ($7.99 per week) and Yearly ($49.99 per year) are subscriptions that renew automatically until you cancel. Yearly suits frequent travelers.
All three unlock the same features. If you already subscribe, buying a Trip Pass does not cancel the subscription; cancel it separately. For refunds, Apple handles all payments: use reportaproblem.apple.com.
How do I turn romaji on or off?
Go to Settings > Show romaji in Hana. When it is off, phrases show Japanese and English only. It is one switch for the whole app, including your widgets.
Does Hana work offline in Japan?
Yes. Phrases, audio and Trip mode (the emergency, allergy, directions and payment cards you can show to staff) are built into the app, so they work in airplane mode or without data. Open Hana once while you are still connected after buying, so your purchase is confirmed before you fly.
In an emergency in Japan, call 110 for police or 119 for an ambulance or fire.
The microphone isn't working
Say it out loud and Talk to Hana need microphone and speech recognition access. Turn both on in iPhone Settings > Privacy & Security > Microphone and Speech Recognition, then find Hana in each list.
Hana only recognizes speech on your iPhone and never sends your voice to a server. Some iPhones can't recognize Japanese on the device; on those, the speaking features show as unavailable. You can still practice by tapping your answer, and every phrase still plays audio.
Talk to Hana includes up to 30 minutes of voice practice per week. The counter resets each week.
How is the audio made?
Hana's and Tanu's voices are generated with AI. Every phrase is checked against published Japanese references, such as dictionaries and phrase guides, before it goes in the app, and we check the audio says the words correctly. AI voices can still get intonation slightly off. If something sounds wrong to you, please email us and we will fix it.
How do I delete my data?
Your trip, progress and saved phrases live only on your iPhone. Settings > Replay onboarding clears them, and deleting the app removes everything. To be removed from the waitlist or ask about anything else we hold, email us. Details are in our Privacy Policy.