Support

Last updated 26 August 2026.

Etch is a personal library for links saved from Instagram, TikTok and YouTube, published by NuHouse Empreendimentos e Participações Ltda. (CNPJ 32.151.695/0001-07), Joinville-SC, Brazil. Support is handled by email, directly by the team that builds the app.

Contact

contact@useetch.com is the support address, and the same address for questions about your personal data.

To get a useful answer in the first reply, include:

what you were doing and what happened instead;
the link you were trying to save, if the problem involves a specific item;
the device, the operating system version, and the Etch version.

You may write in English or Portuguese.

Response times

We aim to reply to general support within three business days. That is a target, not a guarantee.

Requests about your personal data — confirmation that we process it, access, correction, deletion, portability, or information about who we share it with — are answered within 15 days, the deadline set by art. 19 of the LGPD (Lei nº 13.709/2018). Etch is offered in Brazil and other territories outside the European Economic Area, and Brazilian law applies.

Saving links

A link will not save

Etch reads the public page behind a link. These are the shapes it supports:

Instagram — posts, Reels and IGTV (/p/, /reel/, /tv/), with or without the username in the address.
TikTok — video and photo posts (/@account/video/…, /@account/photo/…), including the short share links from the app (vm.tiktok.com, vt.tiktok.com, tiktok.com/t/…).
YouTube — videos and Shorts, including youtu.be short links and live addresses.

Anything else is refused when you try to save it, rather than stored as an item that will never work. That includes profile pages, stories, and links from networks not in the list above.

An item shows "Couldn't load"

Etch reached the link but could not read the page. The usual causes are a post that was deleted or made private, or a change on the platform's side. Open the item and use Retry. If it keeps failing, send us the link — extraction runs on our server, so a break can be fixed without an app update.

An item no longer plays

Etch stores the link, never the video file. When the person who posted it deletes it or makes their account private, the link stops working in Etch exactly as it would in a browser. The caption, the account and the thumbnail copied at save time stay in your library, so the item is still identifiable and still searchable.

Items say "Waiting for next month"

The free plan processes 15 saves per calendar month. Beyond that, links are still accepted and stored — they wait unprocessed, with no extraction and no AI. They are released automatically at the start of the next month, or immediately if you subscribe to Etch Pro.

Search

Search does not find something you know is there

Search ranks by meaning as well as by words. It reads the caption, any note you wrote, the AI description and its tags, and the account name the item came from. An item saved from a post with no caption and no AI description has almost nothing for search to work with — adding a note of your own is the fix, and notes are free on every plan.

Ranking by meaning needs a network connection to interpret the query. Without one, search still works over the same fields by word matching, and the app says which of the two it is doing.

Descriptions stopped being written

The free AI allowance is 25 descriptions, once, and not a monthly quota. After that, AI descriptions are part of Etch Pro. Pro includes up to 250 described items per month; beyond that, saving continues normally and descriptions enter a slower queue.

Nothing about the AI allowance affects the rest of the library: saving and search work on every plan, and every item stays searchable.

Sync between devices

Your library is stored in your own iCloud account and synced by Apple's CloudKit. Etch has no copy of it and no sync of its own.

If an item is missing on one device:

check that both devices are signed in to the same Apple Account;
on iPhone and iPad, open Settings, tap your name, then iCloud, and check that Etch is switched on in the list of apps using iCloud. On the Mac, the same setting is in System Settings under your name, then iCloud;
give it a minute on a working connection — the transfer is Apple's and is not instant.

A device that is not signed in to iCloud still runs Etch, but its library stays on that device. Because your library is never on our servers, we cannot read it or restore it for you.

Subscription and billing

Etch Pro is sold and billed by Apple, not by us, and we never see your payment details.

To view, change or cancel it: open Account in Etch and choose Manage subscription. The same page is in Settings on iPhone and iPad — tap your name, then Subscriptions — and in the App Store's account settings on the Mac.
Cancelling removes nothing from your library. It stays complete and stays searchable, and the account returns to the free plan's 15 new saves per month.
Refunds are issued by Apple, through Apple's own process, at reportaproblem.apple.com. We cannot issue, approve or refuse one.

If a purchase went through but Etch did not unlock the paid features, write to us before asking for a refund. That is usually a problem on our side, and one we can look into.

Your account and your data

Signing out ends the session on that device. It never deletes your library, which lives in your iCloud and outlives any session.

Deleting your account is a separate action, in the same screen. Open Account in Etch, choose Delete account, and confirm with Delete everything. The confirmation counts the items and folders that will go. Deleting removes the AI usage record we hold for your Apple sign-in and your entire library on every device signed in to that Apple Account. It requires a connection: if our server cannot be reached, nothing is deleted and the app says so. It cannot be undone, and we cannot recover a deleted library.

For any other request about your personal data, write to contact@useetch.com. What Etch collects, and what it does not, is set out in full in the privacy policy.