Support
Gratin is built and supported by Reb Software Limited, 6 Ocean View Rise, Ruakaka 0116, New Zealand.
Email me
Send a note to consult@reb.nz. I make Gratin on my own, so you’ll be talking to the person who wrote it. I usually reply within a couple of working days.
If you already have the app open, go to Settings → About → Contact support and the email will already include your Gratin version and device.
What helps
- Your Gratin version and device, from Settings → About (Contact support adds it for you).
- What you did, and what went wrong.
- A screenshot. Gratin doesn’t send me crash reports, so I only see what you send.
- The recipe link, if a page didn’t save properly.
Please never email your password, 24-word sync phrase, or one-time recovery code. I never need them to troubleshoot an issue and will never ask for them.
Common problems
The window opens blank after an update. Quit Gratin completely and open it again. If it’s still blank, email me your device and the version you updated from.
I forgot my sync password. Click Forgot password on the sign-in screen and enter the recovery code you saved when you made your account. Your password never leaves your device, so I can’t reset it for you without that code. Even if you’ve lost both, the recipes on your devices are fine, and you can export them from Settings → Data → Export All Recipes.
My devices stopped syncing. Open Settings → Sync and check your plan. If a yearly plan runs out, sync stops, but your recipes stay on your devices and keep working.
Cancelling or getting a refund. If you paid on the web or in the desktop app (through Polar), cancel from Manage billing in the desktop app or the link in your Polar receipt, and email consult@reb.nz with your username if you need a refund. If you subscribed on iPhone or iPad, cancel in iOS Settings → Apple Account → Subscriptions and request refunds through Apple at reportaproblem.apple.com. If you purchased on Android, cancel in Google Play under Subscriptions; Google handles refunds in the first 48 hours, and you can email me after that. Full refund rules are in the Terms of Service.