Support
A small team, and a real address at the end of it.
Write to support@ecrino.com about anything: something broken, something missing, a question about a stone that will not upload, or your own data. We answer within two working days, usually sooner. Telling us which studio you are and what you were doing when it went wrong saves a round trip.
Deleting your account
You never need to ask us, and there is nothing to fill in. It is in the product, it takes effect immediately, and it cannot be undone.
In the iPhone app
- Open the Studio tab.
- Tap Settings.
- Scroll to the bottom and tap Delete my account.
- Read what it says will go, type your password, and confirm. That is the last step — nothing is queued for review.
On the website
- Sign in and open Settings.
- Scroll to Close your account at the bottom.
- Type your password and your email address to confirm, then delete.
What actually goes
It depends on whose account it is, and the screen says which one you have before it asks.
- An owner — the account is the studio. Closing it deletes the atelier and everything in it: every client, project, stone, design, offer and share link, every colleague’s sign-in, and every photograph and film, which are removed from the private store as well as from the database. Any share link a client still has stops working.
- A colleague — the account is a seat. Closing it removes your sign-in and takes your name off the entries you added. The studio’s work stays with the studio, which is not yours to delete.
There is no archive and no recovery window. Nobody at Ecrino can put a closed studio back, so take anything you want to keep before you press it.
Getting your data out
Ask us at support@ecrino.com and we will send you a machine-readable export of your studio — records and media — within a month, at no charge. Do this before closing the account: afterwards there is nothing left to export.
Notifications
Email and push follow the same two preferences, set per person in Settings: when a client answers, and when a client opens a link. Turning yours off does not silence your colleagues. To stop push on one phone only, turn Ecrino’s notifications off in iOS Settings — the studio drops the device the first time Apple reports it unreachable.
Something wrong with a share link
A client who cannot open one is usually holding a link that has been reissued. Open the project or the share link in Ecrino, send the current one, and the old address stops working — which is the point of reissuing it.
Security
If you think you have found a weakness, write to support@ecrino.com before you write about it anywhere else. A report made in good faith is welcome and will not be met with a lawyer.
The rest
What we hold and why is on the privacy page. The agreement itself is on the terms page. Who is behind Ecrino is on the legal page.