How can we help?
Connecting with your person
One person creates a six-character invite code in Settings and the other enters it. Codes use uppercase letters and numbers; lower-case input is normalized. Do not share a code publicly.
Apple account recovery
Pawpal starts an anonymous app session and asks you to link Sign in with Apple. On a new device, use the same Apple account to recover the linked Pawpal account.
Letters not arriving
Pawpal uses an iOS widget push and, when a token is available, a Live Activity start signal. It does not request standard notification authorization. Check that a Pawpal widget is installed, Live Activities are allowed, and both devices have network access. iOS may delay a widget refresh.
Widget not updating
iOS controls widget refresh timing. Reopen Pawpal to fetch the latest state, and confirm the widget is on the Home Screen or Lock Screen. A missing widget token means an immediate refresh cannot be promised.
Live Activity
The Live Activity shows delivery state, not letter text. It depends on iOS 26+, device support, the system Live Activities setting, network access, and an available start token. The app can still deliver a letter even when the system surface is unavailable, but the surface may not appear.
Unwanted letter or contact
Open the letter and tap Report. The current app sends the fixed inappropriate category, immediately ends the connection, and blocks the other person. It saves a text/drawing snapshot that an operator may manually inspect when review is available. The report/audit tables from migration 0017 are deployed, but the reviewer assignment, worker/schedule, and response SLA still require live operational verification. This is not a pre-delivery or continuous moderation queue, and no response outcome is promised.
Account and data
Settings lets you disconnect, block, and delete your account. Reading a letter does not automatically purge its text or drawing; ordinary letters remain until the connection or applicable account deletion removes them. Account deletion removes the account data and reports filed by that account, but a report snapshot filed by another account may have a separate lifecycle. Read the Privacy Policy before deleting.
Analytics request
The Release app sends limited typed product events and privacy-sanitized crash/diagnostic fields to PostHog's US endpoint. Successful account deletion clears pending Widget events from the App Group queue and resets the local PostHog identity/session. Email us to request access, restriction, or deletion of provider-side data.
Language support: this legal/support site publishes Korean and English. The iOS app and App Store metadata have ten locales, but this site does not currently provide ten translated policy sets. If you need help in another language, contact us in English or Korean.
Still need help?
Tell us what happened, which device surface was involved (app, widget, or Live Activity), and whether it was your device or your person's. Please do not email a letter's private content unless it is necessary for a safety report.
Email Support