Support
Gratin is made by Reb Software, New Zealand.
Write to us
Email [email protected]. A real person reads it, usually within a day or two, and always the person who can fix it, because there is only one of us.
Inside the app, Settings, then About, then Contact support opens a message with your version and platform already in the subject line.
What to include
- Your app version and platform. Both are on the About tab in Settings, and the Contact support button puts them in the subject for you.
- What you did, what you expected, and what happened instead.
- A screenshot if something looks wrong. Gratin keeps no analytics and sends us no crash reports, so a picture is often the only evidence there is.
- If a recipe imported badly, the address of the page it came from.
Never send your password or recovery code. We cannot use them, we would never ask, and anyone who does ask is not us.
Common questions
The app is stuck on a blank screen. Quit it fully and open it again. If that does not help, tell us the device and the version you updated from; a blank screen after an update is the bug we most want to hear about.
I forgot my password. Use your recovery code on the sign-in screen (Forgot password). We cannot reset a password ourselves, because we never have it. Without the recovery code, the account cannot be opened, but the recipes on your devices are unaffected.
Sync stopped working. Check the subscription line under Settings, Sync. A lapsed plan pauses sync and keeps your recipes on every device you have.
I want a refund, or to cancel. If you bought on the website or in the desktop app (through Polar), cancel from Manage billing in the app on desktop or from the links in Polar's emails, and for a refund email us with your username. If you bought in the iOS app, cancel in iOS Settings, Apple Account, Subscriptions, and ask Apple for a refund at reportaproblem.apple.com, because we cannot issue one. If you bought in the Android app, cancel in the Play Store under Subscriptions; Google refunds within 48 hours, and after that email us. The rules for each are in the terms of service.