Support
We answer every email. Usually within one day.
Email us
For anything — bug reports, questions, refund issues, feature requests, GDPR requests, "I broke up with my partner and need to recover the bond" — write to:
Include your iPhone model and iOS version if it's a bug. A screenshot helps.
Common things
I subscribed but my partner hasn't joined yet
Your invitation never expires — resend the link from the app, or show them the QR in person (it's the fastest way). And your money is safe: if your partner hasn't joined within 7 days of your purchase, email us and we'll either re-arm your first roll so it starts the month they actually join, or walk you through Apple's refund process. Your choice — you won't lose what you paid.
Who pays? Do we both need a subscription?
No — one subscription covers the couple. Whoever started the roll pays; the invited partner joins free and will never see a paywall. If the app ever asks the invited partner to pay, force-close it, reopen, and it will pick up the couple's subscription. If not, email us.
I missed a day — can I get it back?
The morning after a missed day, Trace shows a "Recovery" button on the home screen. You have 24 hours to fill that slot. Up to three Recoveries per month. If the window closed, the missed day stays as a veiled card in your roll — that's by design.
The reveal didn't happen at 20:00
Pull down to refresh on the home screen. The reveal is local-time based: 20:00 in your time zone on the last day of the calendar month (28, 29, 30, or 31 depending on the month). If your phone's time zone is wrong, the reveal will fire at 20:00 in that wrong zone.
My partner can't see my photos after the reveal
If the roll was opened (you shot in it), the reveal shows everything to both of you — there is no partial view. Ask your partner to pull down to refresh on the home screen and make sure you're both on the latest version of the app. Still broken? Email us with both account emails.
I cancelled my subscription — did I lose access?
No. Every monthly roll your couple opened stays fully visible to both of you, forever. Cancelling only means you can't open new monthly rolls until you subscribe again.
How do I restore a subscription on a new iPhone?
Sign in with the same Apple ID you used to subscribe. RevenueCat detects the entitlement automatically. If it doesn't, open Settings inside the App and tap "Restore purchases".
How do I delete my data?
Settings → Delete my data. This deletes your photos and dissolves your couple. To delete your account entirely (including the authentication record), email us.
I broke up with my partner
Either of you can dissolve the pairing from Settings. Both of you keep your historical rolls. For 60 days after dissolution, you can restore the bond by emailing us. After 60 days, dissolution is permanent.
Can I use Trace by myself?
No. Trace is a two-person product. The wait and the reveal don't work alone.
I can't pair — the code isn't working
Codes are 6 characters, alphabet 2-9 + A-Z minus 0, 1, I, L, O (for legibility). Make sure the code hasn't been used already. Codes don't expire — they stay open until accepted. If your partner accepted it but you're still on the waiting screen, pull down to refresh.
Response time
I'm a one-person team — replies usually within 24 hours, and within 30 days for GDPR-related requests as required by law.