Help without the runaround.

What to include

Four details usually turn a vague bug into something we can investigate.

• Cinder app version from Settings.
• System version and iPhone or iPad model.
• The exact screen and action immediately before the problem.
• What appeared on screen, including the complete error message.

A screenshot is helpful when it does not expose someone else’s contact information. Redact names, phone numbers, email addresses, Notes, and photos that are not necessary to explain the problem.

Common fixes

Cinder cannot see all contacts

In Cinder, open Settings, choose Contacts Access, and tap Open iOS Contact Settings. With limited access, Cinder only sees selected contacts; backups made in that state are limited too. Limited or unstable access also cannot count toward a missing Forever Contact.

Private iCloud backup is unavailable

Confirm the device is signed in to an Apple Account, iCloud is available, the network works, and iCloud has enough storage. Account restrictions or Apple service issues can also block a snapshot. A failed Forever upload does not undo membership or replace the last verified snapshot.

A snapshot is not current

Cinder does not create scheduled, automatic, recurring, or monthly backups. Reopen Cinder and create or approve the appropriate Recovery Snapshot or Forever Recovery Snapshot. Previously approved pending Vault work may retry while the app is active.

The Forever contact-photo batch did not finish

The choice applies to every eligible Forever Contact in the approved run. Cinder prepares and verifies the entire batch before staging any photo upgrade, so one invalid or unprocessable photo stages none of the batch. Every Contacts Only snapshot remains current. Photos must be within both 2,048 pixels on the longest edge and 2,000,000 encoded bytes; Cinder safely optimizes larger valid photos.

Review count looks wrong

Contacts can change from another device or synchronized account while Cinder is open. Return to Welcome and start contact loading again; returning only to the dashboard does not refetch contacts. Limited permission can also reduce the visible count.

Rebuilt contacts are in the wrong account

VCF rebuilding creates new cards in the device's default contact account. It does not preserve the original source account or container. A Forever rebuild previews and verifies the new card before rebinding the stable Forever membership.

Cinder Pro remains locked

Confirm Apple completed the $0 launch-offer purchase or another eligible Cinder Pro transaction, wait a moment, open a locked feature, and tap Restore Purchase while signed in to the Apple Account used for that transaction. The $0 launch offer runs through September 14; the regular U.S. $4.99 one-time price returns September 15. Contact us if Cinder Pro remains locked.

A preorder reward has not appeared

Keep Cinder updated and tap Restore Purchase. Eligible App Store preorders unlock Pro when Apple verifies the original preorder before August 31, 2026 at 00:00 Eastern. TestFlight, Sandbox, and Xcode activity does not qualify. There is no offer code or claim deadline. If Pro remains locked, include the app version, system version, device model, and exact message in the form below.

Protect contact data when asking for help

Cinder support does not need a copy of your address book for normal troubleshooting. Do not email a VCF, ordinary Recovery Snapshot, Forever Recovery Snapshot, or another person's contact details unless we specifically determine it is necessary and you are authorized to share it.