Support

01How to reach us

One inbox, monitored by the people who build the apps. There is no ticket queue to get lost in.

02Response times

• App users — a reply within 2 business days.
• Active client projects — same business day, and within the response window in your agreement.
• Something is down — put URGENT in the subject line and we treat it as a priority.

Our business hours are Monday to Friday, 9:00–18:00 US Eastern Time, excluding US public holidays.

03Reporting a problem with an app

The more of this you can include, the faster it gets fixed:

• the app name and its version number, shown on the app's settings or about screen;
• your device model and OS version, for example iPhone 15 on iOS 26.2, or Pixel 8 on Android 16;
• what you did, what you expected, and what happened instead;
• a screenshot or screen recording where the problem is visible;
• roughly when it happened, so we can find it in the crash logs.

Please do not include passwords, payment card numbers or other sensitive data in a report.

04App-specific support

Every app we publish links to this page as its support URL, and each app also has its own help section inside the app covering how its features work.

05Account and data deletion

You can ask us to delete your account and the personal data associated with it at any time, and you do not have to give a reason.

How to request deletion

• In the app — where an app supports accounts, open Settings → Account → Delete account and confirm.
• By email — write to info@stepin2.media from the address registered on the account, naming the app and the account identifier. We may ask one verification question before we proceed.

What is deleted

• your account record and profile;
• content and settings you created in the app;
• identifiers linking usage or diagnostic data back to you.

What we keep, and for how long

• Transaction and tax records — retained as long as US tax and accounting law requires, generally seven years. Store purchases and refunds are handled by Apple or Google under their own terms.
• Anonymised, aggregated statistics — retained indefinitely; these can no longer be linked to you.
• Security and abuse logs — up to 90 days.

Timing

Deletion is completed within 30 days of a verified request, and backups containing the data are rotated out within a further 90 days. We email you to confirm when it is done. Deleting your account does not cancel a subscription bought through the App Store or Google Play — cancel that in your Apple or Google account settings, or it will keep renewing.

06Purchases, subscriptions and refunds

Purchases and subscriptions made inside our apps are processed by Apple or Google, not by us. That means:

• Cancel a subscription in Settings → your Apple Account → Subscriptions on iOS, or in Google Play → Payments & subscriptions on Android.
• Refunds are granted by the store under its own policy — reportaproblem.apple.com for Apple, or the order history in Google Play.

If a store declines a refund and you believe the charge was our error, write to info@stepin2.media and we will look into it with you.

07Reporting a security issue

If you believe you have found a vulnerability in one of our apps or systems, email info@stepin2.media with enough detail to reproduce it. Please give us a reasonable window to fix the issue before disclosing it publicly.

We acknowledge reports within 3 business days, keep you updated while we work on a fix, and credit you when the fix ships if you would like us to. We will not pursue legal action over good-faith research that respects user privacy and does not degrade our services.

08Company details

For contracts, invoices and vendor onboarding: