Pick the right door and you'll get a faster answer. Every door leads to a person — we don't do reply-bots that apologize in circles.
Setup, troubleshooting, billing and account questions. Fastest route: the in-app Help → Contact support form, which attaches your app version and OS automatically. Or email support@familytracking.app.
Response time: within 24 hours; Premium+ members get priority handling.
Data requests, deletion questions and privacy concerns: privacy@familytracking.app. Security researchers: responsible disclosure to security@familytracking.app — we respond to every report and credit fixes.
Media inquiries, expert comment on family-safety topics, and partnership or device-integration proposals: hello@familytracking.app. Include timelines and we'll match them where humanly possible.
Half of all support tickets are one of these: a pin frozen after an OS update (open the app and look for the fix-it banner — it diagnoses permission, battery and refresh settings in one tap), an invite code expired after 72 hours (regenerate from the Circle screen), or a question already answered on the FAQ page or the relevant feature page. If your issue survives those, write to us with your platform and what you expected versus what happened — that single sentence usually halves the back-and-forth.
Feature requests are genuinely read: tell us the household situation behind the ask, not just the feature, and it goes straight into roadmap review. Half of what we've shipped started as a message that began “would it be possible to…”.
Support tickets get a human reply within 24 hours (priority queue for Premium+), with the goal of resolving in one exchange — which is why the platform-and-expectation sentence helps so much. Privacy and data requests are acknowledged within a business day and completed within statutory deadlines. Security reports get a same-week response with a named contact, and we credit researchers in fix notes unless you prefer otherwise. Press inquiries with a deadline in the subject line get matched to that deadline whenever humanly possible. And if we miss any of these marks, say so plainly — the support inbox is read by people who can change the process, not just apologize for it.