Support
Last updated: 2026-10-24
If something isn't working, or you have a question, write to us. A real person reads every email, and we usually reply within a couple of days.
Email support@trypocketleaf.comContact us
Email support@trypocketleaf.com. Telling us your app version (Settings, at the bottom) and your phone model helps us help you. You never need to send us your memories, letters or photos to get an answer.
If you need someone right now
Candlepaw is a companion, not a crisis service, and email is not fast. If you are thinking about harming yourself or feel unsafe, call your local emergency number. In the US and Canada, call or text 988. In the App, the wave button and Talk to a real person show free pet-loss support lines.
Restore a purchase
Open Candlepaw, go to Settings → Unlock Pro, and tap Restore purchases at the bottom of the screen. The purchase must belong to the same Apple ID or Google account you bought it with.
Cancel a subscription
On iPhone: Settings → your name → Subscriptions → Candlepaw. On Android: Google Play → Payments & subscriptions → Subscriptions. Deleting the App does not cancel a subscription. If you cancel, everything you created stays readable and exportable.
Move to a new phone
Candlepaw has no account, so your memories live on your device. Before switching phones, use Settings → Export everything and save the file somewhere safe, or make sure your phone's own backup is turned on.
Delete your data
Settings → Delete everything removes every companion, memory and letter from your phone. Uninstalling the App does the same. We hold no copy on our side.
Questions people ask
Do I need an account?
No. There is no sign-up, no email and no password. Everything you add stays on your phone.
Will it ever send me “messages from my pet”?
No, never. Candlepaw doesn't speak as your pet or invent words for them. That's one of our two promises.
What happens to my memories if I stop paying?
Nothing disappears. Every memory, letter and page stays readable and exportable. Wave help, the candle and the practical checklist stay free.
Is it for after they've passed, or before?
Both. Tell Candlepaw where you are — they've passed, or you're preparing to say goodbye — and each day is chosen to fit.
Is my voice sent anywhere when I dictate?
No. Dictation uses your phone's own on-device speech recognition. If your phone can't do that on-device, Candlepaw tells you and doesn't fall back to a server.
Is this therapy?
No. Candlepaw is a companion for grief, not therapy or medical care. If grief ever feels like too much, it points you to real people — always free.
How do I cancel a subscription?
In your Apple ID subscriptions (iPhone) or Google Play subscriptions (Android). Deleting the app does not cancel a subscription.