Support

Something not working?

Start here — the things that go wrong go wrong in a handful of predictable ways, and the fix is usually thirty seconds. If none of this helps, write to us and a person will reply within one business day.

Alerts aren’t arriving

In order of how often each one is the cause:

1. Notifications are switched off for Pruuf. On the phone that should be receiving them: Settings → Notifications → Pruuf → Allow Notifications on. Check Time Sensitive is allowed too, or a Focus mode will silently hold alerts back. Pruuf’s own Settings has an Alerts pill that answers this at a glance — if it says NO, tapping it takes you to the right switch.
2. A Focus or Do Not Disturb schedule is running at the time the alert fires — often overnight, which is exactly when it matters.
3. The subscription has lapsed. Alerts stop when it does. Open Pruuf on the phone that pays: a banner at the top of your list says so plainly, and tapping it goes straight to fixing it.
4. The connection was never completed. On the checking-in person’s phone, open My Loved Ones — if the name is not listed there, the code was never entered successfully.

The six-character code doesn’t work

Codes are not case-sensitive and never contain the letter O or the digit 0 — if you are looking at something that appears to, it is the other one. Codes do not expire. If it still refuses, have the person checking in open My Loved Ones and read the code straight off that screen rather than from a text message that may be out of date.

She checked in, but I got a missed alert

Alerts fire against the check-in time in her time zone, not yours. Pruuf follows her phone’s own clock automatically — if she travels, her time zone travels with her, and the people she has added see her check-in against the right time. So if this happens, check the phone itself: iPhone Settings → General → Date & Time, with Set Automatically on. If it happens while the phone’s time zone is right, tell us — that would be a fault on our side and we want to know today, not next month.

The watch app is empty or won’t open

The watch gets its account from the iPhone. Open Pruuf on the iPhone once, with the watch on your wrist and nearby, and give it a few seconds. If the watch still shows nothing, restart it — watchOS caches aggressively and this clears it.

Moving to a new phone

If the new phone is signed in to the same Apple ID and you have iCloud on, install Pruuf and it joins your existing account by itself. If not, open Settings → My devices on the old phone, and use the code shown there on the new one.

Cancelling, and getting a refund

Cancel any time: on your iPhone, Settings → your name → Subscriptions → Pruuf → Cancel. It keeps working until the end of the period you have paid for. Refunds are issued by Apple rather than by us — Apple’s refund page is the place to ask, and we will help if it gets stuck.

Deleting an account

In the app: Settings (the gear, top right) → Delete my account. It is immediate, permanent, and applies to every device at once. Deleting the app on its own does not remove anything from our servers. Full detail is in the privacy policy.

Talk to a person

Write to us — or email wesleymwilliams@gmail.com directly. Tell us which phone, which screen, and what you expected to happen; it saves a round trip.

We answer within one business day. If you are a care provider with clients affected, say so and we will treat it accordingly.