Nelby
Nelby help and contact
Recover Premium, troubleshoot an unavailable purchase, manage an older Éclo subscription or contact the creator.
Need help?
Email info@yann-lephay.com. Tell us what you were trying to do, what appeared on screen and the app version if you know it. For a technical issue, your iPhone model and iOS version may also help.
Do not send your Apple password, verification codes, payment details or intimate questionnaire answers. You may attach a relevant screenshot after hiding personal information. A complete receipt is not needed for an initial message.
I still see Éclo rather than Nelby
Nelby is the upcoming version of Éclo. Version 1.2.0 and its one-time lifetime purchase are being prepared for the App Store. Until that version is available for your account, the older listing or subscriptions may still appear. Check the updates offered in the App Store.
The planned one-time price is €29.99 in France; the amount and currency shown by Apple before confirmation apply. Do not confirm a subscription expecting to buy the future lifetime offer. Wait for the offer you want or contact us if the screen is unclear.
The price will not load or the purchase is unavailable
Check your connection and try opening the Premium screen again later. Also check for an app update. An unavailable button does not mean a payment has been made.
If the problem continues, send us the displayed message and app version. Do not repeatedly confirm purchases to try to unlock the screen. If Apple already confirmed payment, start with restoration below rather than buying again.
I paid, but content is still locked
Check that the App Store is using the same Apple account you used for the purchase. On the Premium screen, select “Restore purchases” while connected and wait for the result. This retrieves an existing entitlement; it is not a second purchase.
If access is still locked, close and reopen the app, then contact us with the restoration result. You can check your Apple purchase history yourself to confirm the purchase status. Do not share your account credentials with us. The official link is provided below.
I am moving to another iPhone
Install the compatible app from the App Store using the same Apple account used for the purchase, then select “Restore purchases”. This recovers purchased access; it does not guarantee recovery of your profile, favourites or other settings.
Avoid deleting the app to fix an access problem before trying restoration and contacting support. Some information stored on your device may be lost when you delete the app.
I had an Éclo subscription
On iPhone, check Settings, your name, then Subscriptions. The new name and lifetime access do not automatically cancel an older subscription. If you do not want it to renew, cancel it in Apple’s settings and check the displayed end date. Deleting the app is not enough.
If you already have Premium or have been granted permanent access, check that access before paying again. Managing Apple renewal is a separate step. The official link is provided below.
I want to request a refund
For a purchase billed by Apple, submit your request at Apple’s Report a Problem service. Apple shows eligible purchases and the available steps. Approval depends on the applicable conditions; we cannot promise the outcome.
You may also contact us about an app fault so we can look into access or the problem you encountered. Apple requests and technical support do not remove your statutory rights. The official link is provided below.
A message seems wrong or does not fit me
You may leave a message aside. To report an error, send its title or a few words that help identify it, without unnecessary personal details. Content offers general reflection prompts, not an assessment of your situation.
Support covers the app and its content. It does not provide psychological care or emergency assistance. If you need immediate human help, contact appropriate services where you are.