Support
The short version
Email admin@romisoft.app. It is one address for every app we publish, it reaches the people who build them rather than a ticket queue, and we aim to reply within two working days.
Payments, subscriptions and refunds are handled by Apple rather than by us. The sections below say exactly where to go for each, so you are not sent back and forth.
1. How to reach us
Email admin@romisoft.app. This is the support address for every application published by Romisoft Ltd, so you do not need to find a different one for each app.
We aim to reply within two working days, and usually sooner. We are based in the United Kingdom, so working days are Monday to Friday excluding English bank holidays. If a reply matters and you have not had one after three working days, please send the message again: it is far more likely that it went astray than that we ignored it.
You are welcome to write in English or Chinese.
2. What to tell us
You do not need to write a formal report. If you can include the following, we can usually solve the problem on the first reply rather than the third:
- The name of the app, and its version if you can find it. Most of our apps show the version on their settings or about screen.
- Your device and iOS version, from Settings, General, About.
- What you expected to happen, and what happened instead.
- Whether it happens every time or only sometimes.
- A screenshot or screen recording, if the problem is something you can see.
Passwords, card numbers, or codes from a text message. We will never ask you for any of them, and we do not need them in order to help you.
3. Subscriptions
Where an app offers a paid subscription, the payment is taken by Apple and charged to your Apple ID. We never see or hold your payment details, and we have no ability to start, change or cancel a subscription for you.
To see everything you are subscribed to, or to cancel:
- Open the Settings app on your device.
- Tap your name at the top.
- Tap Subscriptions.
Cancelling stops the next renewal. You keep access until the end of the period you have already paid for.
Deleting an app does not cancel its subscription, and neither does deleting your account with us. The subscription belongs to your Apple ID and continues until you cancel it in Settings. This catches people out often enough that it is worth checking before you delete anything.
4. Refunds
Purchases made through the App Store are held by Apple, so refunds are requested from Apple and not from us. Go to reportaproblem.apple.com, sign in with your Apple ID, and choose the purchase.
We are not able to issue a refund for an App Store purchase even when we would like to, because the money never reaches us in a form we can return. If Apple declines a request you believe is fair, write to us anyway and we will tell you honestly whether we think there is anything further worth trying.
None of this affects your statutory rights as a consumer.
5. Restoring a purchase
If you have moved to a new device, reinstalled an app, or signed out and back in, a purchase you have already made can be restored at no further cost. Look for Restore Purchases on the app's paywall or settings screen.
Restoring only works when you are signed in with the same Apple ID that made the original purchase. This is the usual reason a restore appears to fail, particularly where a purchase was made on a family member's account. If you are certain the Apple ID is correct and the purchase still does not appear, email us with the approximate date of purchase and we will look into it.
6. Accounts and deletion
Not every app we publish has an account, and several work fully without one. Where an app does offer an account, you can delete it from inside the app, and deleting it removes your name, your email address, and the settings held against it.
You can also email admin@romisoft.app and ask us to delete everything we hold. We will not charge you and we will not ask why.
If you have a subscription, cancel it in Settings before deleting your account, for the reason described in section 3.
7. Privacy and your data
Our Privacy Policy sets out what each app may collect, and the App Store privacy label on an app is the authority for what that particular app does.
To ask for a copy of the personal data we hold about you, to have it corrected, or to have it erased, email admin@romisoft.app. We will respond within one month, as UK data protection law requires.
8. Bugs and feature requests
Both go to the same address, and both are read by the people who write the code.
We cannot promise that a request will be built, and we would rather tell you plainly that something is unlikely than leave you waiting on a maybe. Where a request is already planned, or already fixed in a version waiting on review, we will say so.
9. Accessibility
If something in one of our apps cannot be used with VoiceOver, Dynamic Type, increased contrast, reduced motion, or any other assistive setting, please tell us. We treat that as a bug rather than a feature request, and we will tell you which release to expect the fix in.
10. Reporting a security problem
If you believe you have found a security vulnerability in one of our applications or on this website, email admin@romisoft.app with Security in the subject line, and we will acknowledge it within two working days.
Please give us a reasonable opportunity to fix the problem before describing it publicly. We will not take legal action over research carried out in good faith that respects the privacy of our users and does not degrade the service for anyone else.
11. Company details
Romisoft Ltd is a company registered in England and Wales, company number 17412722. Our registered office is Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom.
Support email: admin@romisoft.app. Post reaches us at the registered office above, though email is very much faster.