Support
One inbox, read by the person who built the app. There is no account to look you up by, so your Support ID is how we find your subscription.
Include your Support ID — find it in the app under Settings → Support ID, formatted like A7K2-9QX4. There is no login, so that ID is the only way we can connect your message to your subscription.
We aim to reply within 2 business days, and within 30 days at the outside for a formal privacy request (Privacy Policy, section 14).
1An alarm did not ring
This is the one that matters, so work through it in order. Most cases are the first three.
- Was the app force-quit? On iOS 17 to 25, swiping Stopzone out of the app switcher during a session removes our ability to wake you beyond a notification. The session screen warns you about this while a session is running. On iOS 26 and later, AlarmKit covers it.
- Was the volume up? Stopzone plays on your media volume. We warn you at session start if it is low, and we never change it for you. Apple’s Attention-Aware Features can also quietly reduce alert volume when the phone thinks you are looking at it — Settings → Face ID & Passcode → Attention-Aware Features.
- Were headphones connected? Stage one plays through earphones. If they were connected but not in your ears, out of range, or out of battery, that stage went nowhere. Stage two should still have reached the speaker.
- Was Low Power Mode on? It throttles background activity and can affect location updates.
- Was the radius very small? Urban GPS is typically accurate to 100–200 metres. A zone near the 300-metre floor can be smaller than the uncertainty in your own position. Widen it on that stop and try again.
- Did you start the session while already inside the zone? If so, the alarm does not arm until you have left the zone once. The app tells you this on screen when it applies.
- Run “Demo a session” in Settings. It drives the real engine against a simulated approach, so if the demo wakes you, the alarm path on your device works.
Still wrong? Email us with your Support ID, your iOS version, and roughly when it happened. A missed alarm is the failure we care about most, and we would rather hear about it than not.
2Subscription, cancelling, and refunds
| What you want | Where to do it |
|---|---|
| Cancel your subscription | iPhone Settings → [your name] → Subscriptions, or apps.apple.com/account/subscriptions. The app also opens this screen from Settings → Manage subscription. Cancel at least 24 hours before renewal |
| Request a refund | reportaproblem.apple.com. Apple is the merchant of record and decides all refunds — we cannot issue one |
| See what you were charged | Your Apple receipt, or support.apple.com/billing |
| Get your subscription back after reinstalling | Restore Purchases, on the paywall and in Settings. It re-links through your Apple Account |
| Change plan | Apple's Subscriptions screen. Upgrades take effect immediately with a prorated credit, downgrades at the end of the current period |
Deleting the app does not cancel your subscription. Only Apple can do that, and only you can ask it to. Full detail is in section 6 of the Terms.
If Apple declines a refund and you think that is unfair, write to us. We cannot move money, but we can grant free access for a period as a goodwill gesture.
3Your Support ID
Stopzone has no account, no login, and no email sign-up — deliberately. The trade-off is that we cannot look you up by name. The Support ID is what replaces that.
It is a short code derived by hashing the anonymous identifier attached to your purchase. It is not a password: it cannot be used to log in, to buy anything, or to reach anyone else’s data, and nothing in our system accepts it as proof of entitlement. Share it with us freely.
Find it at Settings → Support ID, with a copy button. The app’s “Contact support” button fills it in for you, along with your app version, build, and iOS version — and nothing else. No stop name, no coordinate, and no session data ever goes into a support email, and an automated test enforces that.
After a reinstall the app generates a new anonymous identifier. Tap Restore Purchases first; the Support ID follows your original purchase, not the install, so it comes back with it.
4Privacy requests
To exercise a privacy right — access, correction, deletion, objection, portability — email us with your Support ID. Section 14 of the Privacy Policy explains what we can and cannot do, including the honest limitation: we hold no name or email, so without a Support ID there is no row for us to find.
To delete everything on your device, delete the app. We hold no copy of your stops, your journeys, or your history, so there is nothing for us to delete on your behalf and nothing for us to restore.
5Reporting a security issue
Email support@stopzone.app with “Security” in the subject. Please give us a reasonable window to fix an issue before disclosing it publicly. We will not pursue action against good-faith research conducted within the bounds of section 10 of the Terms, and we will credit you if you would like us to.
6Requirements and known limits
| Devices | iPhone, iOS 17.0 or later. Portrait only. No iPad or Apple Watch app |
| Permissions | Location, While Using the App (required). Notifications (recommended). Alarms via AlarmKit on iOS 26+ |
| Network | Needed only to search a stop by name, to buy or restore, and to fetch configuration. The alarm never needs a connection |
| iOS 17 to 25 | Identical alarm, ladder, and Silent-mode behaviour. No Live Activity, and no safety net if you force-quit the app |
| Languages | English, German, Japanese, Korean, Traditional Chinese |
7Everything else
Privacy Policy — what we do and do not process, field by field.
Terms of Service — the agreement, the subscription terms, and what a proximity alarm can and cannot promise.
Impressum — the legal notice naming who operates Stopzone.