Support

A real person reads every message. We usually reply within one business day.

Quick links.

Email us — for anything at all.
Export your data — walkthrough, right inside the app.
Delete your data — full instructions + what we can and can't delete.
Pairing trouble — the #1 thing new caregivers ask about.
Billing and subscriptions — handled by Apple and Google.
Contact form — if email isn't convenient.

Email us

bubbs@abilenewebsitedesign.com

For bug reports, feature requests, refund questions, privacy questions, press inquiries, or anything else.

For faster help, tell us: device (iPhone, iPad, Android), iOS/Android version, the app version (Settings → About → Version), and what happened.

Download your data

Bubbs gives you an export button. Everything we have on your account (pairings, recent messages, preferences) downloads as a JSON file that you can keep, share with a lawyer, or attach to a support ticket.

Open Bubbs on the caregiver device.
Tap Settings (the gear icon).
Tap Your data & privacy.
Tap Download my data.
Choose where to save or send the file. The share sheet lets you AirDrop it to a computer, save it to Files, email it, or drop it in iCloud / Google Drive.

The export runs entirely on-device. We do not see that you exported. We do not keep a copy.

Delete your data

You can delete everything we hold about you with two taps. It's on the same screen as the export.

Open Bubbs on the caregiver device.
Tap Settings → Your data & privacy.
Tap Delete everything. Confirm in the dialog.
Wait for the "done" confirmation. The screen lists each step that completed (Firestore, Storage, local cache, analytics cache, crash-report cache).

What gets deleted

All paired-device records for your anonymous UID.
All message documents and photo attachments.
Sentry crash-report user association (if you had opted in).
PostHog analytics distinct-id (if you had opted in).
All local settings, vocabulary, and cached data on that device.

What we can't delete for you

Your Apple or Google subscription — we have no API to cancel it. Go to Settings → [your name] → Subscriptions on iOS, or Play Store → Subscriptions on Android. Cancel there.
Apple / Google billing records — those belong to the store operator and are retained per their policies, not ours.
App install record in the App Store / Play Store — also managed by the store.

Backup propagation

We keep 30 days of Firestore backups for disaster recovery. When you delete your data, we commit not to restore your records from a backup older than your deletion request — in other words, if we have to roll the database back, we do not bring your deleted account back with it. If you want explicit confirmation this has happened, email bubbs@abilenewebsitedesign.com with the subject "deletion propagation confirmation" and we'll reply within 15 days.

Pairing trouble

Bubbs pairs caregiver phones to the child device by QR code. The QR stays valid for five minutes, then rotates. If scanning doesn't work, the first thing to try is tapping "Refresh QR" on the child device.

Top fixes

Low light. Turn on the screen's brightness or move to a lit room. QR codes struggle in dim light.
Distance. Hold the caregiver phone 6-10 inches from the child device.
Camera permission. Bubbs needs camera access on the caregiver device. Check Settings → Bubbs → Camera.
Time zone skew. If either device's clock is off by more than 5 minutes the QR will be rejected as expired. Enable "Set time automatically" on both devices.
Still stuck? Tap "Refresh QR" on the child device; the old code immediately dies and a new one is generated.

Billing and subscriptions

Apple and Google handle every penny. We don't process payments ourselves.

Refunds

We can't issue refunds directly. Here's how:

iOS / iPadOS: go to reportaproblem.apple.com, sign in, find the Bubbs charge, tap "Report a Problem."
Android: on the Play Store open Account → Order history, find Bubbs, tap "Request a refund."

If Apple or Google declines and you think we should make it right, email us. We can't refund the charge, but we can sometimes extend a grace period or comp a month.

Cancel

iOS: Settings → [your name] → Subscriptions → Bubbs → Cancel.
Android: Play Store app → menu → Payments & subscriptions → Subscriptions → Bubbs → Cancel.

Cancellation stops future charges; the current period stays active until it ends. The child-side AAC board stays usable and free after the subscription ends; only caregiver-phone message delivery stops.

The app crashed

If you opted in to crash reports during onboarding, we already have the stack trace. If you didn't, we have nothing — which is by design, but means we need your help. Please email:

Device and OS version (e.g., "iPhone 14, iOS 18.3").
Bubbs version (Settings → About → Version).
What you were doing when it crashed.
What you expected to happen vs. what actually happened.

Privacy questions

The short version of our privacy model:

No data from the child's device leaves the device unless a caregiver pairing is active.
No ads. No tracking. No data sale. No third-party analytics on the child device. Ever.
Crash reports and analytics on the caregiver device are opt-in, default OFF.

For details, read the privacy policy or the plain-English COPPA explainer.

Contact form

Prefer a form? Fill this out. It sends to the same inbox as email, so expect the same reply time.

Note: this form uses your device's email app. If that's not set up, email bubbs@abilenewebsitedesign.com directly.

Response time

Normal support: one business day.
Privacy / deletion requests: within 15 days of the request.
Security issues: acknowledged within 48 hours. See Privacy §9 for responsible-disclosure details.