Something wrong? Write to us.

The fastest way to report a bug

Cleat can write most of the report for you. Open Settings → Report a Bug in the app and it starts a mail draft addressed here, with the facts a fix usually needs already filled in: the app version and build, the operating system version, and the device model. They sit under a line that asks you to keep them.

Please do keep them. Those three lines are the difference between one reply and three, because they answer the questions we would otherwise have to ask first. Write what happened above them and send.

If the device has no mail account set up, Cleat offers to copy the address instead so the tap is never a dead end. Write from wherever you read mail and include those details yourself.

What to include

• What you expected to happen, and what happened instead.
• The steps that get there, if you can retrace them.
• Whether it happens every time, or happened once.
• Which device it happened on - iPhone, Apple Watch or Mac - if you use more than one.
• A screenshot or a short screen recording, for anything visual.
• The app version, system version and device model lines the draft filled in.

A rough description is still worth sending. An imperfect report that exists beats a perfect one you never got around to writing.

When you will hear back

Stokes Labs is a small studio, so your email lands with a person rather than in a ticket queue. Most replies go out within a couple of days, and often the same day. Sometimes it takes longer.

We are not going to promise you a response time we might miss, so there is no service level here and no support hours. What we will say is that mail sent to this address is read, and a bug report that can be reproduced gets fixed.

A few things worth knowing

There is no account

Cleat has no login, so there is nothing for us to reset, recover or look up on your behalf - and no way for us to see your habits. If a device is missing history the others have, it is worth checking that it is signed in to the same Apple Account with iCloud turned on, since that is how Cleat's devices stay in step.

Your history is yours to take

Cleat exports your full history as JSON or CSV, free, from its settings. You never need to send us an export to report a bug - please do not, unless you have a specific reason to want to.

Purchases are Apple's

Cleat is a one-time purchase handled by Apple. Receipts and refunds go through Apple rather than through us, at reportaproblem.apple.com. If you have paid and a device still shows Cleat's paid features as locked, Restore purchase on the unlock screen asks Apple again with the Apple Account that device is signed in to.

What we do with your email

We read it, reply to it, and keep it only as long as it is useful for helping you. It is not added to a mailing list - there isn't one - and it is not used for anything else. The privacy policy spells this out.