Need help with a chore, reminder, reward, subscription, login, Calendar, or account?

Use the in-app support path so the team can connect the question to the family experience.

Open Support

Use:

Hamburger menu → FAQ & Support → Support

Then choose:

• Ask the Developers
• Feature Request

Some older versions may also include a Campfire question-mark path.

The exact navigation should be verified before publication.

Ask the Developers

Use this for:

• Login or account access
• Missing chore
• Reminder not arriving
• Approval or Photo Proof problem
• S’mores or Wallet question
• Reward or Cash-Out issue
• Calendar sync
• Campfire or Community behavior
• Premium not appearing
• App freezing or closing
• Account or family deletion question

Feature Request

Use Feature Request for:

• Product idea
• Workflow improvement
• Missing control
• Usability feedback
• New family need

Feature Requests use the same support-feed style but a different request type.

What to Include

Support posts do not automatically attach a full diagnostic report.

Include:

• S’moresUp account email
• Family name
• Device type
• Device model
• iOS, Android, or web
• Operating-system version
• App version
• Family member affected
• Chore, reward, or event name
• What you expected
• What happened
• Steps that cause the problem
• Date and approximate time
• What you already tried

Attach Screenshots or Video

Ask the Developers and Feature Request can include user-selected:

• Photos
• Screenshots
• Video

Use media to show:

• Error message
• Missing button
• Wrong chore state
• Calendar problem
• Wallet entry
• App closing

Remove private information before attaching.

What Is Not Attached Automatically

The support post does not automatically include a complete package with:

• Device logs
• Crash dumps
• Full app configuration
• Automatic reproduction steps
• Confirmed app version and OS fields

Add useful details manually.

Do Not Send Secrets

Never send:

• Password
• Personal PIN
• Family PIN
• Full payment-card number
• Security code
• Child information not needed for the issue

For billing, a receipt or transaction reference is usually more useful than payment-card details.

User Manual and FAQ Links

The app may still contain older User Manual and FAQ links that point to Zendesk.

Those destinations may be retired while S’moresUp moves to the new WordPress Help Center.

Do not publish the old Zendesk URLs.

Use the new Help Center when its final production destination is confirmed.

Billing Questions

Tell the team where the subscription was purchased:

• Apple
• Google Play
• S’moresUp website

Do not purchase again when Premium is missing.

The team may direct store refund or billing questions to the relevant provider.

No Public Response-Time Promise

No fixed support-response SLA is currently published.

Creating a support post notifies the support team, but notification is not a guaranteed response time.

If You Cannot Open the App

Use:

support@smoresup.com

Confirm this as the final public email before publication because the Terms also reference another address for some refund requests.

Common Questions

Can I attach screenshots?

Yes.

Can I attach video?

Yes.

Are diagnostic logs sent automatically?

No.

Should a child contact support?

A parent or adult should send the support request.

Is there a guaranteed reply time?

No published SLA.

Should I send my password?

No.

Best First Action

Send one clear support message with the steps that caused the problem and one screenshot when it helps.

Related Articles

• Start Here When Something Is Not Working
• How to Report a Bug or Request a Feature
• How to Get Billing Help
• How to Sign In or Reset Your Password or PIN