Contact the Tiptoe team
Email support@ebenezerlabs.ai for app help, privacy requests, billing questions or suspected unauthorized access. Tiptoe is made by Ebenezer Labs LLC in Pennsylvania, United States. Support is handled by our small team, not a 24-hour live desk. We aim to reply within one business day; complex issues may take longer. Privacy requests follow the deadlines required by applicable law.
Tell us the app version, iOS version, device model, the screen involved and what went wrong. Do not send passwords, sign-in codes, tokens, a child's name or birth date, private notes, photos or a full data export. If a screenshot would help, remove private information first.
How do I sign in?
Use Sign in with Apple, Google, or email and a one-time code. Use the same sign-in method and account you used before. Apple may use a private relay email address. For email sign-in, enter your adult email address and the latest code sent to it; check junk mail if it does not arrive. Never share that code with support.
You can choose to keep your record on this iPhone without a Tiptoe account. Connecting an account and allowing your child's data into cloud storage are separate choices. Account-free use does not bypass a subscription requirement.
How do I export or correct my record?
Open Today → profile → Your data to prepare a device export and choose whether to share it. Signed-in cloud export is separate; it does not include photo files or every sign-in-provider record. Edit your child's profile and observations in the app. For information not included in an export, or help correcting it, email us without attaching the journal.
How do I delete my data?
Use Today → profile → Your data. Choose the signed-in account deletion control if you want to remove your cloud account as well as this device's record. You can also reach Manage account & data during account setup and from the paywall; buying a new subscription is not required to make a privacy request.
The service must accept the cloud deletion request before the app clears the local record. Private photos and the sign-in account may still be awaiting cleanup after that step. If a request fails, check your connection and retry. Contact us if it still fails or you need confirmation that cleanup is complete. Our database backups retain earlier information for a seven-day backup window; this is not a seven-day guarantee for every provider's records. See the Privacy Policy for the boundaries.
Turning off cloud permission stops future consent-gated sync but does not erase information already uploaded. Deleting local data or uninstalling Tiptoe does not delete your cloud account. Account deletion does not cancel an Apple subscription.
Can I share a record with my partner or another caregiver?
Tiptoe does not currently connect family members or send invitations. The Family screen is a local view of saved records and appointment notes. You can choose to share an exported card or file yourself. Check its contents before sending it, because the recipient can keep a copy.
How do subscriptions, cancellation and refunds work?
US Premium pricing is $39.99 per year or $9.99 per month. Eligible annual subscribers can receive a seven-day free trial; monthly has no trial. Apple shows your local price and eligible offer before purchase. Subscriptions renew automatically unless canceled.
Cancel in iPhone Settings → your name → Subscriptions → Tiptoe, at least 24 hours before the trial or current billing period ends to avoid the next charge. Apple shows when access ends. If you already subscribed but cannot access Premium, use Restore Purchases in Tiptoe with the Apple Account used to buy it.
Apple handles App Store billing and refund decisions. Request a refund at reportaproblem.apple.com; eligibility depends on Apple's policies and applicable law. We cannot issue an App Store refund directly, but can help you find the right route. Read the Terms of Use for full subscription details.
Why am I not receiving reminders?
Check Tiptoe's notification categories, times and quiet hours, then check notification permission for Tiptoe in iPhone Settings. Reminders are scheduled on your device; they are not monitored by our team and are not medical alerts.
Can you answer a question about my child's development?
We can help you use Tiptoe, but we cannot assess or diagnose your child. Tiptoe's developmental context is educational, not medical advice and never a substitute for your pediatrician. Contact a qualified healthcare professional about health or developmental concerns. For an emergency, contact local emergency services—not this inbox.
Privacy and terms
Read the Tiptoe Privacy Policy and Terms of Use. For privacy, security or legal requests, use support@ebenezerlabs.ai.