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App support

Something broken, a subscription question, or a code that never arrived — start here.

Two addresses, and which to use

Howarth Games is one person. There is no ticket system and no call centre — mail goes straight to me, and I answer as soon as I can. UK time, and usually within a couple of days.

Use bug@howarthgames.co.uk for a crash, something that does not work, or something that looks wrong. Use martin@howarthgames.co.uk for everything else — a question, a feature you want, a subscription problem, a data request, or work you want doing. Either reaches me; the split just keeps the broken things together.

Reporting a bug so it can actually be fixed

Most reports arrive as “it crashed”, and there is nothing to be done with that. Five lines turns a report into a fix:

  • Which app, and its version — it is at the bottom of the app’s Settings screen.
  • Which iPhone and which iOS — Settings → General → About.
  • What you did, step by step, up to the moment it went wrong.
  • What happened, and what you expected instead.
  • Does it happen every time? Once is worth reporting; every time is worth reporting first.

A screenshot helps when the problem is something you can see. On iPhone, press the side button and volume up together.

Please do not send anything confidential. If you are using Physio Student or Kinesiology, do not send patient details, notes or anything identifying somebody in your care — not in an email, and not in a screenshot. Describe the screen you were on and what it did. I do not need the content to fix the app, and email is not the place for it.

Subscriptions

Cancelling. Subscriptions are billed by Apple, not by me, so they are cancelled in the App Store rather than in the app: Settings → your name → Subscriptions. Deleting the app does not cancel anything, and neither does anything you can do inside it.

What cancelling costs you. Nothing on your phone. Your records, photographs, routes and notes stay exactly where they are — the screens that need a subscription simply stop opening. Resubscribe and they open again, with everything still in them.

A new phone, or a reinstall. Use Restore purchases on the subscription screen. If you claimed access by email, enter the same address you used before.

Refunds are Apple’s to give, not mine — I never take the payment and never see your card. Ask at reportaproblem.apple.com. If something is wrong with the app itself, tell me too, because that part I can fix.

Prices are shown in your own currency on the subscription screen before you buy. I do not set them per country; Apple does that from the tier I choose.

The verification code has not arrived

Signing in emails you a six-digit code. If it has not turned up:

  • Look in spam or junk. This is nearly always where it is.
  • Give it a minute. Another code cannot be sent for sixty seconds, and asking repeatedly stops it sending at all for a while.
  • Check the address for a typo, then ask for a new code.
  • Codes last fifteen minutes. An older one will not work — ask for another.
  • Five wrong codes closes that attempt until it expires. Wait, then start again.

Still nothing after all that, and it is a fault rather than a mistype — bug@howarthgames.co.uk, with the address you were trying and roughly when.

Your data: what I can and cannot do

Everything these apps record stays on your phone. That is the whole design, and it has one honest consequence worth knowing before you need it:

  • I cannot recover anything for you. There is no cloud copy, no backup on my side and no way to get one. If it is gone from the phone, it is gone.
  • Deleting the app deletes everything in it. Records, photographs, routes, recordings, notes — all of it, immediately and permanently.
  • I cannot unlock a forgotten PIN. There is no back door and no reset I can perform; I have no access to your device.
  • I cannot see your records, because they never reach me.

So please back the phone up. An iCloud or computer backup of the device takes the app’s data with it, and that is the only safety net there is. Do it before changing phone, and before deleting an app you might want back.

To have your email address deleted, or to ask what is held against it, write to martin@howarthgames.co.uk — see the privacy policy for what that is and how long it is kept.

The apps this covers

Each page has the full set of screens and what the app does. All of them are listed here.

Dog Walker is also sold as Tameside Tails on Trails — same app, same support, same addresses above.

The first aid libraries in these apps are reference, not advice, and are not a substitute for calling 999 or a vet. Physio Student and Kinesiology are study aids, not clinical tools — neither is a medical device, neither diagnoses anything, and nothing in either should be used to decide a real patient’s care.

See also the privacy policy and the terms of use.

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