SUPPORT / BACKUP / BILLING
Keep your record.
Get unstuck.
Choose a guide below, or email us. You don’t need to send your family’s records to explain a problem.
Contact support
support@getsetstraight.comInclude the screen you were on, what you expected, your iOS version and the app version. Tell us the file type and approximate size if an import failed.
Do not send passwords, recovery keys, full chat histories or children’s private details. Crop or redact a screenshot before emailing it. This address opens your email app; the website has no contact form.
01 / BACKUP & RECOVERY
Save two things. Separately.
- Turn on automatic backup. In SetStraight, open Settings → Account & backup. Continue with Apple or verify your email code, save the recovery key separately and confirm its last four characters. Wait for “Backed up”. Manual encrypted backups remain in Backup & storage.
- Keep the recovery credential. Save your recovery key from App lock, or keep the passphrase used by your workspace. Store it separately from the backup.
- Restore on another device. On the opening screen, choose Restore from cloud and use the same sign-in method and account. Find your saved backups, choose the latest copy and enter its recovery key. If needed, try an older copy. A manual backup file can also be restored. Restore requires an empty workspace and never replaces existing records.
Support cannot retrieve your local records, reset your encryption credential or recover a lost key. Keep automatic backup enabled and check the latest verified time, or save a new manual backup after changes. A share sheet finishing is not proof that a file was saved. Unfinished voice recordings are not part of an encrypted backup: finish saving or export that audio separately before uninstalling.
02 / VOICE NOTES
If a recording couldn’t save.
Return to Home and choose Recover recording. Retry saving after freeing storage or unlocking your workspace. You can also choose Save audio to Files; the original unfinished recording stays in the app until you explicitly discard it or saving succeeds.
Only one unfinished recording is kept per workspace. A new recording cannot overwrite it. If transcription is unavailable, keep the original audio and add a written note. Recovered audio asks you to supply the event date instead of assuming it happened when you recovered it.
03 / IMPORTS & REVIEW
Check before it joins your Timeline.
What can I import?
Screenshots and photos, compatible text chat exports, and PDFs. Export a WhatsApp chat as a text file when available. A PDF exported from a parenting service can be imported as a file; SetStraight does not log into those services for you. Extraction depends on file structure and device support. Originals remain available for manual review.
What are the limits?
Up to 20 files per selection, 8 MB per file and 80 MB of originals per workspace. PDF extraction supports up to 50 pages. A source can produce up to 1,000 review items, with up to 100 confirmations per batch when your plan permits. Very long messages may be shown in labeled parts. Voice notes are limited to two minutes.
Will repeated imports be duplicated?
Files with identical bytes are recognized as duplicates. Different screenshots or overlapping exports may contain the same message, so check the review list before saving. SetStraight does not silently merge similar messages.
Why are some entries awaiting review?
They have not been approved for the Timeline or packet. Open the entry, check its words and supply or explicitly mark unknown its date and sender. Clear suggestions can be selected together. A subscription may be needed to confirm more entries after the preview allowance.
Why are system notices in my import?
Chat system notices and text before the first message are kept for manual review, separately from messages attributed to a parent. They are not automatically treated as someone’s words. Check the original and mark the sender unknown when appropriate.
What if the date or sender is wrong?
Correct it during review. Choose the timezone and date format used by the source. If you don’t know, mark it unknown instead of guessing. Corrections to a saved record are kept alongside the original.
04 / EXPORTING
Which file do I send?
For a lawyer, use SetStraight-Lawyer-Packet.pdf. It includes a short brief followed by the selected complete records and exhibits. Use Other files & originals → Originals bundle (ZIP) if they also request the source files and full history.
Original files are included whole in the ZIP. A chat export or PDF may include messages outside your selected entries. Review it before sharing. Exports are readable outside SetStraight; choose the recipient and destination carefully.
05 / EXCHANGE REMINDERS
Your schedule works without notifications.
If notification permission is denied, your exchange times are still saved and you can check in from Home. A reminder opens the exchange for you to confirm; tapping it does not save or change a record. An outdated reminder cannot record an exchange from a different workspace. The app cannot hide the name iOS displays for a notification; its content contains no names or family details.
06 / SUBSCRIPTIONS & DEVICE LOCK
Your existing records stay yours.
How do purchases and cancellation work?
Paid subscriptions are not live yet. When available, the in-app Apple purchase screen will show the actual price, billing period and renewal terms before you confirm. Manage or cancel an Apple subscription in iPhone Settings → your name → Subscriptions. No purchase is made on this website.
Apple’s cancellation guide ↗What happens if I cancel?
Viewing saved records, downloading originals, preparing packets and saving encrypted backups remain available without an active plan. Adding or changing records and paid features follow your plan and preview allowance.
How do I restore purchases?
Use Plans & restore purchases with the Apple Account that made the purchase. Purchase restore reconnects subscription access; it does not restore parenting records. To recover records, use your encrypted backup and recovery credential.
How does Face ID work after a backup restore?
A successful restore reconnects the workspace’s device key. Device authentication may be required on the next unlock. If Keychain setup fails, keep using your recovery key or passphrase; locking and opening with that credential retries device-key setup. Face ID does not replace a backup or recover a lost recovery key.
How do I remove local records?
First save a backup if you want to keep them. In Settings → Backup & storage, choose Remove records from this device and follow the confirmation. Local removal does not delete copies exported elsewhere or cancel an Apple subscription. Deleting the app can also remove records and unfinished recordings.