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 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
Your partner needs an active subscription to see your full 27. Without a subscription, they see 13 of 27. Their own photos are always free to view; the subscription only gates yours from their side, and vice versa.
I cancelled my subscription — did I lose access?
No. Every month you have paid for stays fully visible forever. Months you did not pay for stay at 13/27 forever — re-subscribing later does not retroactively unlock them.
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.