A little help, when you need it.

Contact support

Publisher and support contact: Brandon Jones · brandon@paperplanes.digital.

Include your platform, app version/build, approximate failure time and time zone, and a processing identifier if the app shows one. Describe the action you took and what happened.

Please do not send family photos, extracted family information, passwords, authentication codes, API keys, or signed image links. Support will not ask for your password.

Photo or upload trouble

Choose a JPEG or PNG under 12 MiB. HEIC and other unsupported formats need conversion before selection. Check your connection, confirm you are signed into the intended account, and review processing history before starting the same upload again.

Retry a failed job from processing history. If it remains queued or shows a cleanup error, send the processing identifier to support. Sample preview mode uses example records and does not upload.

An interrupted calendar save

Retry on the same device with the same destination calendar. First check that calendar for the event; a network interruption may happen after it has already been created. Do not repeatedly create replacement packets to get around a reservation.

If the app says a previous save was interrupted, contact support after checking the calendar. State whether the event exists. Permission problems can be addressed in your device settings, and the destination calendar must allow changes.

Wrong details or missing records

Review the original source. Before calendar confirmation, the packet editor can correct the title, summary, time zone, date/time, and location. A repeated daylight-saving time requires choosing its first or second occurrence; a clock time skipped by daylight saving needs a valid replacement.

For missing records, confirm the signed-in account and refresh the inbox. Avoid adding sensitive household details to your support message.

Privacy, export, and account deletion

Read the privacy policy for information about processing and retention. Use Privacy & account in the app to export supported household records. JSON export excludes original image files; contact support for larger exports or legacy shared-household cases.

You can request deletion of your account and associated household data even if you cannot open or reinstall the app. We verify identity and household authority before acting.