Trace Support
Contact us
For bugs, feature questions, billing help, or account issues, email:
Please include:
- Device model (e.g. iPhone 15)
- iOS version (Settings → General → About)
- Trace version (Settings → About Trace in the App)
- A short description of what happened and steps to reproduce
Screenshots or screen recordings help us fix issues faster.
Trace Pro & billing
All payments are handled by Apple. We cannot charge your card directly or issue refunds ourselves.
Subscribe or upgrade
Open Trace → paywall or Settings → Trace Pro → choose Monthly, Annual, or Lifetime.
Restore a previous purchase
Open the paywall → tap Restore, signed in with the same Apple ID used for the original purchase.
Cancel a subscription
On iPhone: Settings → [Your Name] → Subscriptions → Trace Pro → Cancel Subscription
You keep Pro access until the end of the current paid period. Cancel at least 24 hours before renewal to avoid the next charge.
Free trial
If your plan includes a trial, cancel before the trial ends in Subscriptions to avoid being charged. Trial eligibility is determined by Apple.
Refund request
Use Apple’s refund process: reportaproblem.apple.com
Prices look wrong or “Prices unavailable”
Ensure you are on a real device or TestFlight build connected to the App Store, not an outdated Simulator build. Restart the App and try again.
Common questions
Timer wrong after backgrounding or lock screen
Trace computes elapsed time from timestamps, not a ticking counter. If time looks wrong after a long background period, force-quit and reopen once. If it persists, email us with steps to reproduce.
Session missing after stop
Sessions with positive duration should save. If you cancel a session, it is intentionally not saved. Check Insights for the correct calendar day.
Notifications not working
Go to iOS Settings → Trace → Notifications and allow alerts. Also check Focus modes and Scheduled Summary settings.
Screen Time / app blocking not working
App blocking requires a physical iPhone or iPad, Screen Time permission, and a build signed with Apple’s Family Controls capability. It does not work in Simulator. Enable blocking in Trace Settings, authorize Screen Time, select apps/sites, then start a focus session.
Widget or Live Activity not updating
Remove and re-add the widget. Ensure Trace has been opened at least once after install. Live Activities require an active focus session and system permission.
Apple Watch companion
Open Trace on your iPhone first so activities sync to Watch. Completed Watch sessions should appear on iPhone. Both devices must be paired and connected.
Reset app data
Settings → Initialize all data removes local sessions, standards, and settings and restores defaults. This cannot be undone.
Legal
Developer
Reo
Website: reotrace.app