Start Here When Something Is Not Working

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July 20, 2026
Frankie

Most S’moresUp problems can be narrowed down with a few simple checks.

Start here before changing many settings, buying Premium again, using Start Fresh, or deleting the family.

Check These First

1. Confirm the right family and profile

Make sure you are signed in to:

The correct S’moresUp account
The correct family
The right parent or child profile

A missing chore, reward, or event may belong to another profile.

2. Check the internet connection

S’moresUp needs a working connection to sync changes.

Try:

Switching between Wi-Fi and mobile data
Opening another website
Waiting a moment and refreshing the app

Do not repeat a purchase or completion while the app is still syncing.

3. Update S’moresUp

Install the latest available version from the Apple App Store or Google Play.

Older versions may not support current Calendar, notification, or account behavior.

4. Force-close and reopen the app

Close S’moresUp completely, then reopen it.

This can refresh:

Chores
Rewards
Wallet activity
Calendar events
Premium status
Campfire posts

5. Check device permissions

A feature may need permission for:

Notifications
Photos
Camera
Video
Calendar sign-in

Open your device settings and confirm S’moresUp has the permission needed for the feature.

6. Sign out and sign back in

Use this after confirming you know the account email, password, or PIN.

Signing in again can refresh family data.

Do not sign out if you are unsure which email belongs to the family.

7. Check the related feature article

Use the detailed troubleshooting article for:

Missing chores
Approval
Reminders
Wallet or S’mores
Google Calendar
Campfire or Community
Premium access
Login and PIN recovery

8. Contact support

Open:

Hamburger menu → FAQ & Support → Support

Then choose Ask the Developers.

You can send:

A written message
Screenshots or other photos
A short video

Do Not Do These First

Do not buy Premium again

If payment succeeded but Premium is missing, contact support before purchasing again.

A second purchase may create duplicate billing.

Do not use Start Fresh as a technical fix

Start Fresh resets family setup, streaks, and PINs.

It is for restarting an archived family setup, not for fixing a temporary app problem.

Do not delete the family

Family deletion is permanent and cannot be recovered.

It removes the children and family data.

Deleting the family also does not cancel a subscription.

Do not send private credentials

Never send:

Password
Personal PIN
Family PIN
Full payment-card number
Security code

Support may ask for a receipt or transaction reference, but not complete card details.

What to Include in a Support Message

Support posts do not automatically attach a full diagnostic report.

Include:

S’moresUp account email
Device type
iOS, Android, or web
Operating-system version, if known
App version, if visible
Family member affected
What you expected
What happened
Steps that cause the problem
Date and approximate time
Screenshot or short video

Which Support Option Should I Use?

Ask the Developers

Use for:

App problem
Missing data
Login issue
Incorrect chore behavior
Premium not appearing
Sync problem

Feature Request

Use for an idea or improvement request.

The same support-feed experience is used, but the request is tagged differently.

User Manual and FAQs

These options may still point to older Zendesk pages while the Help Center moves to the new WordPress site.

Do not rely on an old link if it no longer opens.

Common Questions

Does support automatically receive device logs?

No confirmed automatic log package is attached.

Can I attach screenshots?

Yes.

Can I attach video?

Yes.

Is there a promised response time?

No public support-response SLA is currently documented.

Does deleting and reinstalling cancel Premium?

No.

Best First Action

Confirm the right family, update the app, force-close it, and try the action one more time.

Then send a clear support message if the problem remains.