We’re here to help

1. How to reach us

The fastest way to get help is to email unchartedbyus@gmail.com. Tell us what happened and what you expected to happen, and we’ll take it from there.

We reply to support messages within 1–2 business days, Monday to Friday. Requests sent on weekends or public holidays are answered the next business day.

We may need to verify that you own the account before making changes to it. We will never ask for your password, and we never ask for payment card details by email.

2. Details that help us fix things faster

If you can, include the following in your first message:

• the email address linked to your Uncharted by Us account;
• the app version (in the App under Settings > About);
• your iPhone or iPad model and the iOS or iPadOS version;
• the date and time the problem happened, and the trip or screen involved;
• the exact wording of any error message;
• the steps that reproduce the problem; and
• a screenshot or short screen recording where the problem is visible.

Please don’t send passwords, Apple ID credentials, or card numbers. Screenshots can be attached to the email directly.

3. Quick checks that solve most issues

Before writing in, these take under a minute and resolve the majority of reports:

• update the app to the latest version from the App Store, then reopen it;
• close and reopen the app, or restart your device if a screen feels stuck;
• check your connection — switch between Wi-Fi and mobile data;
• sign out of your Uncharted by Us account, then sign back in, so your trips and preferences refresh;
• in the App, use Restore Purchase if Premium is not showing although you already subscribe; and
• make sure your device has free storage available before adding photos.

4. Common issues

Signing in

If a sign-in link or verification code doesn’t arrive, check your spam folder and confirm you used the same email address as your account. If you sign in with Apple or Google, make sure you’re using the same Apple or Google account you originally registered with. If you’re locked out, email us from the address on your account and we’ll help you regain access.

Trips, itineraries and saved content

Trips you create are tied to your account. If a trip is missing, sign out and back in, or check whether you’re signed into a different account. If a trip or note disappears after an update, tell us the trip name and roughly when it was last visible and we’ll investigate.

Photos and uploads

Uploads can fail when a connection is unstable, when the device is low on storage, or when a photo is still syncing from iCloud. Open the app, keep it in the foreground, and try again on a stable connection. Very large images may need to be cropped or resized.

Maps, routes and internet access

Everything in the app needs an internet connection. Maps, routes and trip details load live, so they won’t open without one — if you’re heading somewhere with patchy signal, save or note down what you need before you go. Offline use isn’t supported yet.

Notifications and reminders

The app doesn’t send notifications or trip reminders yet, so there’s nothing to enable in your device settings. If you were hoping for reminders, tell us what you’d like to be reminded about — we’ll pass it on to the team.

Premium features

Premium features are unlocked automatically once your subscription is active on the account you’re signed into. If they stay locked, use Restore Purchase in the App, then contact us with your account email.

5. Subscriptions, billing and refunds

In-app purchases and subscriptions are billed through your Apple App Store account under Apple’s terms.

• Manage or cancel: open the App Store > your account > Subscriptions, then select Uncharted by Us. Cancelling stops future renewals; access continues until the end of the current period.
• Refunds: Apple processes refunds for App Store purchases. Request one at reportaproblem.apple.com. We’re happy to support your request if Apple asks us to.
• Duplicate or unexpected charge: email us with the date and amount and we’ll check what happened on our side.
• Promotional rewards: Premium access granted through the launch waitlist or referral rewards is applied to your account and does not renew or charge you. If such access is missing, send us the email address you used to join the waitlist.
• Family Sharing: Premium is linked to a single account unless Family Sharing is enabled for the purchase in your Apple settings.

6. Account and data deletion

You can delete your account and the trips, notes, photos and preferences attached to it from inside the App. You can also ask us to do it by emailing unchartedbyus@gmail.com from the address on your account.

Deletion requests are processed promptly; please allow a short period for the deletion to complete across our systems and backups. Details of what is removed and what may be lawfully retained are in the Privacy Policy.

If you’re subscribed through Apple, cancel the subscription as well so it doesn’t keep renewing after your account is deleted.

7. Feedback, ideas and content corrections

We’d genuinely like to hear what you’d like to see next — destinations, itinerary styles, features that would make planning easier. Send it to unchartedbyus@gmail.com.

If an itinerary contains outdated or incorrect information — a place that has closed, a route that no longer works, a hotel that has changed its policy — tell us which destination and what changed. Corrections like these keep the itineraries trustworthy.

8. Security and privacy concerns

If you believe your account has been accessed without permission, or you have a concern about how your information is handled, email unchartedbyus@gmail.com with the subject “Security concern” so it reaches us quickly. Please don’t post account details or personal data publicly.

9. Things outside our control

We can’t fix hardware, iOS or App Store issues, or the services of third parties, but we’ll point you in the right direction:

• device, iOS or App Store problems: Apple Support;
• bookings, prices, opening hours and availability set by hotels, restaurants, attractions and other providers;
• internet service, roaming or carrier restrictions that affect syncing or downloads.

10. Helpful links

• Privacy Policy — what we collect, why, and how to exercise your rights.
• Terms & Conditions — the rules for using the app and the service.
• Uncharted by Us home — the app, the itineraries and the launch waitlist.

11. Contact

Uncharted by Us is developed and operated by:

Rensapp Technology SRL
Uncharted by Us
Email: unchartedbyus@gmail.com

This support page is maintained by Rensapp Technology SRL and is the support contact for the Uncharted by Us app on the App Store.