Support

1. Write to us

Email [email protected] for support, privacy requests, or anything the pages below do not answer. Replies come from a personal address, not from the domain, so a filter that only trusts known senders may need to be told.

We read every message. A clear report is the difference between a fix in the next build and a week of guessing, so the checklist below is worth two minutes.

2. What to include

• What happened — the screen you were on, the steps that led there, and what you expected instead.
• Your device — the iPhone model and the iOS version (Settings → General → About).
• The app version — shown at the bottom of Trackly’s Settings, or on the App Store page.
• Purchases — if the problem involves Pro, say whether it is the monthly or yearly plan and the date you bought it. Do not send receipts or card details.
• Screenshots — one picture of the screen usually beats a paragraph.

3. Common questions

Where is my data stored?

In the app’s own database on your iPhone. There is no Trackly account and no copy of your ledger on our servers. The Home Screen widgets and the Apple Watch app read a snapshot the app writes into a shared container on the same device.

Trackly does not sync or back up your ledger itself. An iCloud or computer backup of the device may include the app’s data, depending on your iOS settings. To erase the ledger and settings without deleting the app, open Settings → Data → Delete everything. Deleting the app removes its data as well.

How do I cancel or change Trackly Pro?

Pro is an auto-renewing subscription billed by Apple. In the app, open Settings → Plan and tap Manage; that opens the App Store subscription screen. You can also reach it from iOS Settings → your name → Subscriptions. Cancelling stops the next renewal, and Pro stays active until the current period ends. Deleting the app does not cancel a subscription.

I paid, but Pro is not active

Open Settings → Plan and tap Restore purchases; the paywall offers the same link. Check that the iPhone is signed in with the Apple Account that made the purchase. If Pro still does not appear, write to us with the plan and the purchase date and we will trace it through RevenueCat, the subscription provider.

Can I get a refund?

Apple handles payment and refunds for App Store purchases. Request one at reportaproblem.apple.com. Consumers in the EU and UK also have a statutory right of withdrawal; section 7 of the Terms of Use explains how that applies here.

Smart capture does not understand me

Smart capture is part of Pro and needs an internet connection: the words you say (or type) are sent to a classification service to work out the amount and category. Check that the microphone and speech recognition are allowed in iOS Settings → Trackly, then state the amount and the merchant in one go — “twelve fifty for lunch at the bar” is easier than a fragment. It is intended for adults: do not dictate anything sensitive.

My widget or Apple Watch view is empty

Open Trackly once after installing or after a large change; the app writes the snapshot those surfaces display. iOS decides when widgets refresh, so if one stays stale, remove it from the Home Screen and add it again. On the Watch, make sure the app has been opened on the iPhone at least once since the last update.

What is free, and what needs Pro?

Manual logging is free, with two custom categories and up to five recurring payments. Pro adds Smart capture, up to twelve custom categories and unlimited recurring payments. The six built-in categories never count against the limit.

Does the app need an account?

No. There is nothing to sign up for, and no email address is required to use Trackly. That also means there is no password to reset and no account to delete.

4. Legal

The Privacy Policy lists exactly what leaves the device and who receives it. The Terms of Use covers the licence, subscriptions, refunds and liability. Both are versioned; a material change moves the version and asks you to review the documents again.