Support

Real beekeeper, real responses. Email is the fastest way to reach us. Most replies come back the same day during the season.

Email support

Bugs, billing, account, anything else. We read every message and reply directly.

[email protected]

FAQ

Answers to the questions we get most often. Try here first, it's faster than waiting on a reply.

Browse the FAQ

Privacy & legal

Privacy questions, data export, account deletion, or anything legal.

[email protected]

Common questions

  • I can't sign in. Reset your password from the sign-in screen. If the reset email doesn't arrive within a few minutes, check spam and then email us.
  • I was charged but my subscription didn't activate. On iPhone, the receipt comes from Apple. Open Settings, tap your name, then Subscriptions to confirm Pro is listed. If it is but the app still shows Free, tap "Restore Purchases" on the Subscription screen.
  • My NFC tag won't scan. iPhone XS and newer support NFC; older models do not. Make sure the tag has been written and the phone is held flat against the top of the tag (not the side). On Android, ensure NFC is turned on in your phone's settings.
  • I want to export my data. Profile, then Export Data. You'll get a CSV of every inspection and hive record. Free for every tier.
  • I want to delete my account. Full instructions at /delete-account. All data is removed within 30 days.

Bug reports

If something's broken, email [email protected] with these details and we can get to a fix faster:

  • What you were trying to do
  • What you saw instead
  • Device and OS (iPhone, iOS version; Android model; or browser name + version on web)
  • Screenshots if you have them

Feature requests

ColonyTrack is built one feature at a time, in the order beekeepers actually need them. If you've got an idea for what would make your season easier, email [email protected] with the subject line "Feature request" and a short note on what you'd do with it. Real-use examples make the difference.

Billing and subscriptions

Subscriptions are managed by the platform that processed your purchase:

  • iPhone: Settings, your name, Subscriptions, ColonyTrack. Cancel or change plan from there.
  • Android: Google Play, Profile, Payments and subscriptions, Subscriptions.
  • Web: Sign in to app.colonytrack.app, go to Profile, Subscription, then Manage. You'll land on the Stripe customer portal.

Refunds on Apple subscriptions go through Apple's system, not us. Use Apple's Report a Problem page within 90 days of the charge.

Response times

ColonyTrack is built and supported by a small team (one beekeeper plus help). Email replies typically come back:

  • Same day during the active beekeeping season (March through October, US time zones)
  • Within 48 hours the rest of the year
  • Urgent account or billing issues are always prioritised

Status

If the app or website feels broken across the board, it might be a server issue on our side. Check [email protected] and we'll confirm. We do not yet have a public status page; on the roadmap.