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?
Your first shared roll is free, lasts seven days and needs no card. After you watch its reveal, there is a 24-hour grace period. Starting new rolls after that requires Premium. One active subscription covers both partners, so you do not both need to subscribe. If your partner has an active subscription but your access has not updated, reopen the app and use Restore purchases on the purchasing account, or contact 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. Your first free roll reveals at 20:00 local time on its seventh day. Later monthly rolls reveal at 20:00 local time on the last day of the calendar 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?
Open Settings → Delete account and follow the confirmation steps to delete your account, authentication record and associated data inside the app. To remove only your photos, choose Delete all my photos instead. Account deletion does not cancel an Apple subscription: manage or cancel it separately in your Apple ID settings. If you cannot sign in, email us for help.
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.