Support Center
Familie Support
Questions, bugs, or feedback — we're here to help. Browse the FAQ below or reach out directly.
Contact Us
The fastest way to get help is by email. Include as much detail as possible about your issue so we can respond accurately the first time.
We typically respond within 2 business days.
Frequently Asked Questions
Sign in with the same account on each device. All shared family data (calendar, chores, grocery lists, etc.) syncs automatically in real time through Firebase.
Open the app, go to Family Settings, and tap 'Invite member'. Share the generated code or link with your family member — they'll need to install Familie and enter the code to join your group.
No. Premium is a one-time $4.99 purchase — not a subscription. Once unlocked, all family members get unlimited photos, documents, and members forever.
Yes. Install Familie on your new device and sign in with the same email/Google/Apple account. Your data will sync automatically. Premium status is tied to your account and transfers with you.
Family data is stored in Firebase Cloud Firestore (Google). Access is restricted to authenticated members of your family group. Data is encrypted in transit and at rest.
No. The AI assistant runs entirely on your device using Apple Intelligence (iOS) or Google Gemma (Android). No prompts, responses, or family context ever leave your phone.
Refunds are processed by Apple or Google, not by us. Use reportaproblem.apple.com for iOS purchases or Google Play's refund portal for Android purchases.
Email us at support@johnben.xyz with your account email. See the Delete Account page for details on what gets deleted and what remains.
Troubleshooting
Common fixes to try before reaching out:
- Data not syncing? Check your internet connection and pull to refresh the screen.
- Can't log in? Make sure you're using the same email/provider you registered with. Try 'Forgot password' for email accounts.
- App crashing on launch? Force-close the app, clear cache (Android), then reopen. If it persists, reinstall.
- Photos not uploading? Check storage permissions in your device settings and verify you have sufficient free space.
- AI assistant not responding? Ensure your OS supports on-device AI (iOS 18+ with Apple Intelligence, or Android with Gemma support) and your device has enough free memory.
- Family member can't see shared data? Confirm they joined the correct family group and that their app is updated to the latest version.
Report a Bug
Found something broken? Help us fix it faster by including:
- Device model and OS version (e.g., iPhone 15, iOS 18.2)
- Familie app version (Settings → About)
- Exact steps to reproduce the issue
- What you expected vs. what actually happened
- A screenshot or screen recording if possible
Feature Requests
Got an idea that would make Familie better? We read every email and prioritize features based on what families tell us they need.
Known Issues
No known critical issues at this time. We'll post any widespread issues here as they're identified.