Contact support
Contact support when the guide does not answer your question, something looks wrong, or you need help understanding what happened.
Email support@pinwork.app, use the support link on the Pinwork website, or use the feedback option in the app.
When to contact support
Section titled “When to contact support”Contact support for:
- sync that stays stuck after troubleshooting
- purchase or restore problems
- Calendar permission or event-linking issues
- Apple Watch access or sync problems
- widgets that never update
- Shortcuts, deep links, or AppleScript behavior that does not match the guide
- local database recovery screens
- suspected data loss
- unclear app behavior
If the issue is urgent, include that clearly in the first line.
What to include
Section titled “What to include”Include the context needed to reproduce or diagnose the issue:
- device model
- OS version
- Pinwork version and build
- whether this is TestFlight or App Store
- which device has the correct data
- which device has the problem
- what you expected to happen
- what actually happened
- the exact error message, if any
- steps you already tried
Screenshots can help when they show a visible error, unexpected state, or settings screen. Do not include private task content unless it is necessary.
What not to send
Section titled “What not to send”Do not send:
- payment card details
- full Apple ID password or security codes
- private task content that is not relevant to the problem
- large exports of personal data unless support asks for a specific file
For purchase issues, describe the purchase type and visible status instead of sharing payment details.
Sync issues
Section titled “Sync issues”For sync problems, include:
- which device has the latest data
- which device is behind
- iCloud sign-in state
- any Sync status text in Pinwork Settings
- when the last correct change was made
- whether the devices were offline recently
See Sync is not updating.
Purchase issues
Section titled “Purchase issues”For purchase or restore problems, include:
- whether access works on any other device
- whether the purchase is subscription or lifetime
- whether this is TestFlight sandbox or production App Store
- the exact restore message or error
- whether Apple’s subscription management shows active access
Do not include receipts unless support specifically asks for a safe way to share one.
See Purchase or restore problems.
Calendar issues
Section titled “Calendar issues”For Calendar issues, include:
- whether Calendar permission is allowed
- whether the task already has a linked event
- whether the event exists in Apple Calendar
- which calendar account is being used
- the exact action that failed
See Calendar problems.
Automation issues
Section titled “Automation issues”For Shortcuts, deep links, or AppleScript, include:
- the automation tool
- the action or URL used
- whether access is active
- whether the same action works from the Pinwork UI
- any error text from the automation tool
Remove private task IDs or titles if they are not needed.