Support
Write to support@smartfams.com. We normally answer within one or two working days, in English or Spanish. We're a small team: there's no chat, but a person reads every message.
By mail: We Sync Global, LLC · 333 S. Grand Ave, Suite 3310, Los Angeles, CA 90071. For almost anything, email is faster.
What to tell us
- Which phone or browser you're using (and the iOS version, if it's an iPhone).
- What you expected to happen, and what happened instead.
- Roughly what time it was, so we can look at the log for that moment.
Never send us anyone's PIN or a sign-in code. We don't need them to help you, and nobody on this team will ever ask you for them.
Common questions
How do I get into the app?
You need an invitation from an adult in your family: they'll give you a six-character code or a QR code. Smart Fams is in private beta, so there's no open sign-up. If you'd like to try it with your family, write to us and we'll tell you how the list is going.
I have a new phone (or the app says this device isn't linked)
Each device is linked to your profile once. There are two ways: on a family device that is already in, Settings → 👥 Members → "📲 New phone" gives you an 8-letter code that you type on the new one, followed by your PIN; or, if you're an adult with a verified email, "✉️ Sign in with my email" on the sign-in screen sends that code to your inbox (valid 15 minutes; at most three sends per address per day). A code is never passed by chat to anyone outside the family.
I forgot my PIN
If you're an adult with a verified email: "✉️ Sign in with my email" on the sign-in screen, then on the PIN screen tap "Forgot your PIN?" to choose a new one with the code you received. A child's PIN is changed by an adult in the family from their profile. If the person who forgot it is the family's only adult and has no verified email, write to us and we'll sort it out with you.
I want my family's data deleted
From the app: Settings → "Delete my profile" deletes your profile, and whoever leads the family can delete another member's profile or the whole family with "Delete the family". It's immediate. If you'd rather ask us, write from the email of the adult who created the family, tell us the family's name, and we'll delete its entire log from the server within 30 days at the latest; we confirm when it's done. To clear one device, just clear the site's data in the browser or uninstall the app.
What does it cost?
Nothing during the beta. If there's a subscription later we'll say so clearly and in advance; we will never charge by surprise or put ads inside the app.
Privacy questions
What we store, where and for how long is in the privacy policy. If you want a copy of your family's data or something corrected, ask by email and we'll answer.
Reporting a bug or an idea
Both go to the same place and both are welcome. If something in the app is hard to use or hard to read, tell us that too — it's as useful as an error.
Accessibility
We want anyone to be able to use Smart Fams and this site: labels on fields and buttons, contrast in both themes, and everything you can do by touch you can also do with a keyboard. If something does not work for you with a screen reader, zoom or another aid, write to support@smartfams.com: we will fix it or give you an alternative.