Muslim+
Prayer times, Quran reading, supplications and spiritual reminders. Help with location, notifications, your account and subscriptions.
Help Center
How can we help you?
One support page for every XNOVA SYSTEMS app and service: Muslim+, Tchapa, our e-commerce apps and our custom solutions.
Choose your product
Select the app or service you need help with to get the right support.
Tchapa
Support for the Tchapa app: account creation and sign-in, using features, payments and reporting issues.
E-commerce apps
Online stores and shopping apps operated by XNOVA SYSTEMS: orders, delivery, returns, refunds and payments.
Clients & custom projects
Websites, apps and infrastructure built for our clients: incidents, maintenance, changes and access.
Contact us
Our support team answers in French and English.
The recommended channel for any request: you keep a written record of our conversation.
contact@xnovasystems.comOpening hours
- Monday – Friday
- 08:00 – 18:00
- Saturday
- 09:00 – 13:00
- Sundays and public holidays
- Email only
Niamey time (WAT, UTC+1). Requests received outside these hours are handled on the next business day.
First response times
| Priority | Examples | Target |
|---|---|---|
| Critical | Service down, payment charged without an order, security flaw | 4 business hours |
| High | Major feature blocked, unable to sign in | 24 business hours |
| Normal | How-to question, minor bug | 48 business hours |
| Low | Suggestion, improvement request | 5 business days |
These are first-response targets, not resolution times. Clients under contract benefit from the commitments set out in their contract.
Send a request
Describe your request: it goes straight to our team, with everything we need to answer you quickly.
Frequently asked questions
Answers to the most common questions, grouped by topic.
No results. Try other keywords or send us a request.
General
The app isn't working properly. What should I try first?
- Check your internet connection.
- Update the app from the App Store or Google Play.
- Fully close the app and reopen it; restart your device if needed.
- If the issue persists, send us a request with the app version and your device model.
Which devices and versions are supported?
The minimum iOS and Android versions are listed on each app's App Store and Google Play page. We support the latest released version of our apps; modified versions or apps installed from unofficial sources are not covered by support.
I forgot my password or can't sign in.
Use the “Forgot password” option on the sign-in screen. If you no longer have access to the associated email or phone number, contact us from an address you control: we will ask you to verify your identity before making any change.
How do I report inappropriate content or abuse?
Use the in-app report feature where available, or send us a request describing the content, where it appears in the app and why you are reporting it. Every report is reviewed and may lead to removal of the content or suspension of the account involved.
Payments & subscriptions
How do I cancel a subscription?
iPhone / iPad: Settings › your name › Subscriptions, then select the subscription and tap “Cancel Subscription”.
Android: Google Play Store › profile icon › Payments & subscriptions › Subscriptions, then select the subscription and tap “Cancel subscription”.
Deleting the app does not cancel the subscription. Cancellation takes effect at the end of the current billing period; you keep access until then.
Manage my Apple subscriptions Manage my Google Play subscriptions
How do I get a refund?
App Store: In-app purchases and subscriptions are billed by Apple. XNOVA SYSTEMS has no access to your payment details and cannot issue refunds directly: request one at reportaproblem.apple.com.
Google Play: You can request a refund directly through Google Play within 48 hours of purchase. After that, contact us with your Google Play order number (starting with GPA.).
Web and e-commerce purchases: Contact us with your order number. Refunds are handled according to the store's return policy and applicable law, to the original payment method.
I changed phones: how do I get my purchases back?
Sign in with the same Apple ID or Google account used for the purchase, then use “Restore purchases” in the app settings. Purchases cannot be transferred between iOS and Android unless they are linked to an XNOVA account.
I was charged but didn't get access or a confirmation.
Wait a few minutes, then reopen the app or use “Restore purchases”. If the issue persists, send us the receipt (from Apple, Google or the store): this is handled as a critical priority. Do not buy again, to avoid being charged twice.
Muslim+
Prayer times don't match my mosque.
Make sure location access is allowed and that your device's date, time and time zone are set automatically. Times may differ slightly depending on the calculation method used locally; if the gap persists, send us your city and your mosque's reference times.
I'm not receiving notifications or the call to prayer.
- Allow notifications for Muslim+ in your device settings.
- iPhone: make sure Focus or Do Not Disturb isn't silencing the app.
- Android: turn off battery optimization for Muslim+ and allow alarms & reminders.
- Open the app at least once after an update or a restart.
Does the app work offline?
Muslim+ is designed for low-connectivity environments: several features remain available offline once content has loaded. A connection is required for the first install, content updates and account sync.
I noticed an error in a text, translation or supplication.
Please report it with the exact reference (surah and verse, or the name of the supplication) and a screenshot. Every report about religious content is carefully verified before correction.
E-commerce
How do I track my order?
Tracking is available under “My orders” in the app or on the website, and in your confirmation email. If the status doesn't change within the stated timeframe, contact us with your order number.
How do I return a product?
Return conditions (timeframe, product condition, fees) are set out in each store's return policy. Send us your request with the order number and photos of the product; we will tell you what to do next.
I bought from a merchant that uses an XNOVA solution.
When a store is run by a third-party merchant, that merchant remains responsible for the sale, delivery and returns. Contact the merchant first; for a technical issue with the platform, we are here to help.
Account & data
How do I get a copy of my data or correct it?
Send a “Personal data” request stating which app it concerns. We reply within 30 days, after verifying your identity.
How do I delete my account?
You can delete your account directly in the app or by writing to us. The full procedure is described below.
Account and data deletion
Applies to all XNOVA SYSTEMS apps, including Muslim+ and Tchapa.
In the app
- Open the app and sign in.
- Go to Settings › Account (or My profile).
- Tap “Delete my account” and confirm.
Without access to the app
Send us an “Account deletion” request from the email address linked to the account, stating the app name. We may ask you to confirm your identity.
Request deletionWhat happens next
- Your account is deactivated immediately, then permanently deleted after 30 days. You can cancel the request during that period.
- Your personal data (profile, preferences, history, content) is erased from our systems, and from our backups as they rotate.
- Some data may be kept where the law requires it (invoices, accounting obligations, fraud prevention), only for the legally required period.
- Deleting your account does not cancel a subscription purchased through the App Store or Google Play: cancel it from your store first.
Security, accessibility and commitments
Report a vulnerability
Found a security flaw in one of our products? Email us with a description of the issue and steps to reproduce it. We acknowledge receipt within 72 hours and keep you informed until it is fixed.
- Do not access or modify other users' data.
- Do not run tests that disrupt the service (denial of service, spam).
- Give us reasonable time to fix the issue before any public disclosure.
We will not take legal action against researchers acting in good faith and within these rules.
contact@xnovasystems.comFraud and phishing
XNOVA SYSTEMS will never ask for your password, a code received by SMS or your banking details by email, phone or WhatsApp. Our only official channels are the ones listed on this page.
If you receive a suspicious message claiming to be from XNOVA SYSTEMS, don't click any link and forward it to our security team.
Accessibility
We design our products to meet WCAG 2.1 level AA and to work with VoiceOver, TalkBack, dynamic text sizes and high contrast.
If a barrier prevents you from using one of our services, let us know: we will offer an alternative and fix the issue as a priority.
Our commitments
- A real person answers every request.
- Regular updates until your request is resolved.
- Your information is used only to handle your request.
- Support in French and English.
We treat everyone with respect and expect the same courtesy. Abusive or threatening messages may lead to the request being closed.