Planning new work
Tell us who the product is for, what it should change for them and whether any date is fixed.
Discuss a projectSupport
One address. A person reads it.
Bug reports, subscription questions, data requests and new work all go to the same place. We reply within one business day, Pacific time — often sooner, occasionally on a Sunday.
Choose a route
The right context gets you a useful first answer.
Both routes reach the same people. The subject line simply tells us whether to open a product brief or a support history first.
Supporting an existing app
Include the app, version, device and what happened. We reply within one business day.
Get product supportBug reports
Six lines that save a week.
Most reports we receive are one sentence long, and most of the delay after that is us asking what phone you have. If you can include the following, we can usually reproduce the problem the same day.
- Which app, and the version number from its settings screen
- Phone or tablet model, and the iOS or Android version
- What you expected to happen, and what happened instead
- The steps you took, in order, even the obvious ones
- Whether it happens every time or only sometimes
- A screenshot or a short screen recording, if you can get one
Please do not send passwords, card numbers or full screenshots of payment receipts. We never need them, and we would rather they were not in an inbox.
Purchases
Subscriptions and refunds.
Anything bought inside one of our apps is billed by Apple or Google, not by us. We can see whether a subscription is active on your account, and we can fix an entitlement that failed to unlock. Refunds and cancellations have to go through the store, because that is where the money went.
- Apple purchases: reportaproblem.apple.com
- Google Play purchases: Play refund request
- Cancelling: on iPhone, Settings → your name → Subscriptions. On Android, Play Store → Payments and subscriptions.
If you paid and the feature never unlocked, write to us before asking for a refund. That one is on us to fix, and it usually takes minutes.
Your data
Copies and deletions.
You can ask for a copy of the data an app holds about you, or ask us to delete it. Email from the address on the account, or tell us the account identifier, and we will confirm before anything is removed. We complete these within thirty days, and in practice within a few.
Deletion is permanent — after it runs, we cannot bring an account back. What we collect and why is set out in the privacy policy.
Everything else
New work, press, and the rest.
A project
Tell us what the app should do and who it is for. Budget range and any fixed date help us answer usefully on the first reply.
Security
Found something that looks exploitable? Send it to the same address with “Security” in the subject line. We will confirm receipt and keep you updated until it is closed.
Press
We are a small company and we answer our own press email. Say what you are writing and when you need it by.
Invoices and paperwork
Purchase orders, W-9s, vendor forms and NDAs go to the same inbox. Put “Accounts” in the subject and it gets routed correctly.
Post
By mail, if it must be.
Kugua Inc
Irvine, California
United States
Email reaches us considerably faster. We do not accept walk-in visits, and there is no phone queue to sit in.
Still simplest to just write.
No ticket number, no chatbot, no “your request has been received” and then silence.