Frank Privacy Policy
Last updated: April 6, 2026
1. Introduction
Frank is a voice-first AI tech support assistant. This policy explains what data we collect when you use Frank, how we use it, and your rights over it. By using Frank you agree to this policy. If you do not agree, please uninstall the app and contact us to delete your account.
2. What We Collect
2a. Information You Provide
- Account information — Email address and name provided through Apple Sign-In. Your email may be an Apple relay address.
- Display name — The name you choose during onboarding.
- Emergency contact — Name and email address you optionally store for receiving call summaries.
- Device list — Devices you tell Frank about for better-tailored help (for example, "iPhone 15," "Samsung TV").
- Photos — Photos you choose to share during calls so Frank can see what you need help with. Photos are stored in secure cloud storage linked to your account.
- Help preferences — Settings you configure to customize your experience, including step pace, language detail level, and experience level.
- AI consent — Your acknowledgment that Frank uses AI to provide assistance.
2b. Information Created During Calls
- Voice transcripts — Your speech is transcribed in real time by AI service providers. We store the text transcript only; we do not store raw audio recordings.
- Call summaries and checklists — After each call, an AI-generated summary and step-by-step checklist are saved to your account.
- Vector embeddings — Numerical representations generated from your call transcripts so Frank can recall context from previous calls. These embeddings cannot be reversed into readable text.
- Call metadata — Timestamps, duration, and issue category for each call.
- Photo analysis — If you share a photo during a call, an AI-generated description of the photo is stored to help Frank understand what you need help with.
2c. Information Collected Automatically
- Device identifier — We collect your device's vendor identifier (IDFV) for anti-fraud purposes only, specifically to prevent abuse of free account credits. This identifier is not used for advertising or cross-app tracking.
- Apple ID hash — A one-way hash of your Apple ID is stored for anti-fraud purposes.
- Crash data — We use a crash reporting service to collect device model, operating system version, and crash stack traces. User identifiers (user ID and email address) are shared with the crash reporting provider for debugging and support correlation.
- Performance traces — A sample of app navigation transitions is collected for performance monitoring.
- Push notification token — If you enable notifications, your device push token is stored for notification delivery.
- Usage timestamps — When calls occur and how long they last.
2d. Information from Third Parties
- Apple Sign-In — Identity token provided by Apple during authentication. The identity token is verified but not stored in raw form.
- Apple In-App Purchase data — Transaction identifiers and product information from purchases made through the App Store. Apple handles all payment processing; we do not collect or store payment method details.
3. How We Use Your Data
| Purpose | Data Used |
|---|---|
| Provide tech support conversations | Voice transcripts, photos, device list, help preferences |
| Generate call summaries and checklists | Voice transcripts, photo analysis |
| Remember context across calls | Vector embeddings of past transcripts |
| Process purchases | Apple handles all payment processing; we store transaction IDs only |
| Send billing alerts | Email, subscription status |
| Deliver call summaries to your emergency contact | Emergency contact email, call summaries |
| Prevent fraud and abuse | Device identifier (IDFV), Apple ID hash |
| Monitor and fix crashes | Crash data, user ID, email |
| Improve app performance | Performance traces, usage timestamps |
We never sell your personal data. We never use your calls or photos to train AI models. Analyzed photos are kept strictly private and are never added to the public knowledge base.
4. Third-Party Services
Frank relies on the following types of services to operate:
| Service Type | Role | Data Shared |
|---|---|---|
| AI service providers | Real-time voice processing, transcription, text embedding, and photo analysis | Transcripts, call text, photos |
| Cloud infrastructure provider | Database, authentication, file storage | All account and call data |
| Crash reporting service | Crash detection, performance monitoring | Device model, OS version, crash traces, user ID, email |
| Apple | Sign-in authentication, in-app purchase processing | Email, name (from Apple Sign-In); transaction data (from App Store) |
Each service is bound by its own privacy policy and our data processing agreements.
5. Data Retention
- Account data — Retained while your account is active.
- Call transcripts, summaries, and photos — Retained while your account is active.
- Vector embeddings — Retained while your account is active.
- Financial transaction records — Anonymized (disassociated from your identity) on account deletion to comply with applicable tax and financial regulations. Anonymized records are retained as required by law.
- Hashed device identifier — Retained after account deletion to prevent abuse of promotional credits.
We reserve the right to implement data retention limits in the future. If we do, we will update this policy.
6. Data Security
We protect your data with:
- Encryption in transit — All data travels over HTTPS/TLS.
- Encryption at rest — Database and file storage are encrypted at rest.
- Row-Level Security — Database policies ensure you can only access your own data.
- Rate limiting — Server-side rate limits prevent abuse.
- Minimal access — Only the services that need specific data receive it.
No system is perfectly secure. If we discover a breach affecting your data, we will notify you promptly.
7. Your Rights
Depending on your jurisdiction (including under GDPR and CCPA), you may have the right to:
- Access your data — Request a copy of the personal data we hold about you.
- Correct inaccurate data.
- Delete your data — Request that we delete your account and all associated data.
- Export your data — Receive your data in a portable format.
- Opt out of any future marketing communications.
To exercise any of these rights, email us at privacy@frank-app.net. We will respond within 30 days.
8. Account Deletion
You can delete your account from the Settings screen within the app. When you delete your account, the following actions occur:
- Your Apple Sign-In token is revoked.
- All photos and files stored in cloud storage are permanently deleted.
- Financial transaction records are anonymized (disassociated from your identity) rather than deleted, to comply with applicable tax and financial regulations.
- Referral records are anonymized.
- Device registrations are deleted.
- Your profile and all associated data (calls, devices, photos, follow-ups, pinned articles) are permanently deleted.
- Your authentication account is deleted.
A hashed device identifier is retained after account deletion to prevent abuse of promotional credits. This identifier cannot be used to identify you personally.
9. Children's Privacy
Frank is not intended for children under 13. We do not knowingly collect personal information from children under 13. If you believe a child under 13 has created an account, please contact us and we will delete it immediately.
Our Terms of Service additionally require users aged 13 and 17 to use Frank only with the consent of a parent or legal guardian who agrees to be bound by the Terms on the minor's behalf, and require users aged 18 years old and older to agree to the Terms directly. The 13+ rule on this page covers data collection under the Children's Online Privacy Protection Act (COPPA); the age rules in the Terms cover the contractual agreement to use Frank.
10. Future Changes
We may add third-party analytics or advertising partners in the future to improve the app. If we do, this Privacy Policy and our App Store privacy labels will be updated before any new data sharing occurs.
11. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes, we will notify you through the app or by email. The "Last updated" date at the top reflects the most recent revision.
12. Contact Us
If you have questions or concerns about this Privacy Policy or your data:
Privacy inquiries: privacy@frank-app.net
General support: support@frank-app.net