Support
Help and answers for Genogram Creator on iPhone, iPad, and Mac.
Get in touch
Email [email protected]. We're a small team — every message reaches a human, and we usually reply within 24 hours on business days. Include your device model, OS version, and app version (Settings → About) and we can help faster.
In the app, tap gear icon → Support → Report a Bug to send us a pre-filled email with diagnostics attached.
Common questions
How do I cancel my subscription?
Subscriptions are managed by Apple. Open Settings on your iPhone or iPad → tap [Your Name] at the top → Subscriptions, then choose Genogram Creator → Cancel Subscription. Your access stays active until the end of the current billing period — no further charges after that. You can also cancel from apps.apple.com/account/subscriptions on any device signed into your Apple ID.
How do free trials work?
Both plans (Standard $49.99/yr and Unlimited $99.99/yr) come with a 7-day free trial for new subscribers. You won't be charged during the trial. If you cancel at least 24 hours before the trial ends, you won't be billed at all. If you don't cancel, the subscription auto-renews at the selected plan's price.
How do I request a refund?
Refunds are handled directly by Apple, not by us. Visit reportaproblem.apple.com, sign in with your Apple ID, find Genogram Creator in your purchase history, and tap Report a Problem → Request a Refund. Apple typically responds within 48 hours.
I purchased a subscription but the app says I'm not subscribed.
Open the app → tap the gear icon (top-right of the dashboard) → Subscription → Restore Purchases. This re-syncs your entitlement from Apple's servers. If that doesn't work, please email us with your Apple ID receipt number and we'll dig in.
Where are my genograms stored?
Locally on your device. On iPhone and iPad they appear in the Files app under On My iPhone (or On My iPad) → Genogram Creator. If you have iCloud Drive enabled, you can move them to iCloud Drive → Genogram Creator to sync across your devices. We never see your genograms — there's no cloud sync to our servers, no analytics, no third-party SDKs. See the Privacy Policy for details.
Where do I add ethnicity or cultural background?
Select the person, then open the Heritage section (globe icon) in their details panel. Pick a fill pattern and type the ethnicity under Active Layers. To print it under each name, turn on Heritage in Text Labels. See the step-by-step guide with screenshots, or browse all tutorials.
How do I report a bug?
Inside the app, tap the gear icon → Support → Report a Bug. That opens a pre-filled email with your device + app version attached, so we can reproduce faster. You can also write us directly at [email protected].
Can I export my genograms?
Yes — tap any genogram → Share (top-right) → choose PNG, PDF, or SVG. You can also email the raw .genogram file (compatible with our web app at genogramai.com) or AirDrop it to another device.
Which devices does Genogram Creator run on?
iPhone, iPad, and Mac, from a single universal App Store listing — one purchase and one subscription cover all three on the same Apple ID. iPhone support ships in version 1.2.0. There is no Windows version; if you need Windows or a browser, the web app at genogramai.com uses the same file format and runs in any browser.
I need help with something not listed here.
Just email us at [email protected]. We read every message and usually respond within 24 hours on business days.