Use the support area to find answers, share product feedback, or ask for help. The available contact options are different for families and coaches.

• Families and coaches looking for answers in the FAQs.
• Families and coaches sending product feedback or contacting support by email.
• Coaches who need an ongoing support conversation through a ticket.
• Anyone who needs help after repeated sign-in failures.
• Families who were sent a link to the feedback website.

Ticket availability: Support tickets are currently available to coaches only. Family users can use FAQs, feedback, sign-in help, or the support email.

1. Open the support area for your family or coach account.
2. Choose the FAQs section.
3. Open a question to read its answer.
4. In the coach portal, use search or the topic filters to narrow the list.

Families see family guidance. Coaches see coach guidance and may also view family guidance when helping a client.

The FAQs include guidance about practice branding for families and coaches:

• A family starts with the standard Littles colours. Published practice branding appears after the family accepts the coach's invitation or share code and the active connection is confirmed; viewing a pending invitation does not change the app.
• An eligible coach sees their own published practice branding on the mobile coach home screen and other supported coach screens. It remains when the coach switches to their own family tracker.
• The browser coach portal keeps its standard interface, apart from the branding preview and supported branded reports or outputs.
• Branding can appear on invitations and supported mobile home, tracking, analysis, questionnaire, sleep-plan and timer surfaces. Phone-controlled backgrounds and permission prompts still use the appearance chosen by iOS or Android.
• If the active practice relationship ends, or the practice no longer has an active Premium or Founding Member subscription, the family app returns to the standard Littles theme. Saved branding is retained and can appear again when the practice and relationship are eligible.
• Only an authorised practice owner or organisation administrator can change and publish branding. Ordinary coaches and families cannot edit it.

For setup and troubleshooting steps, see Organisation branding and personalisation.

When the team has published upcoming work for your account type, Support includes a Coming soon section.

1. Families see family items and items intended for everyone.
2. Coaches see coach items and items intended for everyone, both in the mobile app and coach admin portal.
3. Open the section to read the current titles and descriptions.

If no matching items are currently available, the Coming soon section is not shown. If you expected to see an item, check your connection and try Support again later.

Coming soon information describes current intentions. It may change and does not promise a release date.

Choose User guides in the Support area whenever you want step-by-step help beyond the FAQs.

• In the coach admin panel, the help centre opens in a new browser tab so you can keep your place in the portal.
• In the family or coach mobile app, the help centre opens in your device's browser, outside the app.

The user guides are public and do not use your Littles Baby Tracker sign-in details. You need an internet connection to load the latest version.

Use feedback when you want to share an idea, report a bug, comment on content, or give a general suggestion.

1. Open the feedback form from the support area. For feedback about

messaging, you can also use Send feedback in your Messages inbox; see

  [[features:14_coach_family_messaging|Messaging between families and coaches]].
- Choose the category that best matches your message.
- Describe the issue or suggestion clearly.
- If a picture or short recording would help, choose **Add screenshots or video**. You can review each filename, wait for it to finish uploading and checking, retry a failed file, or remove it before sending.
- The first time you select or record media, your phone may ask for access to photos, the camera or the microphone. Allow only the access you want to use; you can still send text-only feedback.
- Choose whether the team may contact you using your account email. This permission is selected by default; clear it before submitting if you do not want a follow-up.
- Submit the form and wait for the confirmation.

The app sends feedback only after every retained attachment is ready. If one cannot be uploaded or checked, retry it or remove it; the app does not silently send the message without that file.

After a family or coach submits feedback successfully, it is saved and the app requests an internal email notification for the support team. Private pictures or videos and their temporary viewing links are not put in the email; authorized support users open the authenticated portal to view them. Email delivery is best-effort and does not change the confirmation shown in the app. Feedback is still a one-way product channel: the internal notification does not create a conversation or provide an in-app status. If you need a reply, use the support email or, if you are a coach, create a support ticket.

The Littles Baby Tracker team may send families a link to feedback.littlesbabytracker.com. It is a short feedback form that works in any browser and does not need the app or a sign-in.

1. Open the link you were sent.
2. Give Littles Baby Tracker 1 to 5 stars for how happy you are overall. This is the only question you must answer.
3. Optionally tell us what you like most, what we could do better, what you wish the app could do, and who your sleep coach is.
4. To get a reply, add your name and email and tick You can email me about my feedback. Leave these blank to stay anonymous.
5. Choose Send feedback and wait for the thank-you message.

Your answers go straight to the Littles Baby Tracker team, not to your sleep coach. The form does not collect anything about your account, your baby or your device. If you ticked the reply box, the team can reply to the email address you entered.

When you cancel a Littles Baby Tracker trial, we send you one email, Could you help us improve Littles?, with a Share feedback button. It opens feedback.littlesbabytracker.com/trial-cancelled, titled Help us improve. You only get this email once, and it also reminds you when your premium features end.

1. Tick everything that influenced your decision. At least one is required.
2. Optionally tell us what would have made you stay, and give the app 1 to 5 stars.
3. Add your email and tick the reply box only if you want a reply.
4. Choose Send feedback.

Sending this form does not change your subscription or restart your trial.

If you created a Littles coach account but have not started a coach subscription 10 days later, we send you one email, Could you help us improve Littles for coaches?, with a Share feedback button. It opens feedback.littlesbabytracker.com/coach-signup, titled Help us improve Littles for coaches. The email has no offer or price in it.

1. Tick everything that held you back from subscribing. At least one is required.
2. Optionally tell us what would make Littles worth subscribing to, what you use with your clients today, and give your first impression 1 to 5 stars.
3. Add your email and tick the reply box only if you want a reply. You can also just reply to the email.
4. Choose Send feedback.

You only get this email if you agreed to receive promotions and offers from Littles, and only once. If you subscribe before it is due, you will not get it. The Unsubscribe from promotions and offers link at the bottom stops this and other offer emails. Sending the form does not change your account.

When a coach voluntarily cancels a Stripe subscription, Littles may send a separate email asking what influenced the decision. The request is optional, takes around two minutes, and does not require signing in.

1. Open Share feedback from the cancellation email.
2. Choose one or more reasons that influenced the cancellation.
3. If you choose a technical or reliability problem, optionally identify the part of Littles where it happened.
4. Optionally rate the overall experience and add up to 2,000 characters in your own words.
5. Select You may contact me about this feedback only if the Littles team may use the coach account email for a follow-up. It is not selected by default.
6. Choose Send feedback and wait for the thank-you message.

The email and form show the recorded cancellation-effective date. Sending feedback does not undo, delay or otherwise change the cancellation, access or billing. The private link accepts one response and normally expires after 30 days. If the cancellation is reversed before a response is sent, the unused link stops working.

The request is sent for voluntary cancellations, not because a payment is late or an account has been suspended. If a coach has already cancelled but did not receive the request, an owner can queue it from Feedback → Cancellation feedback after confirming that the account has an eligible cancellation.

After repeated unsuccessful sign-in attempts, the sign-in screen offers a way to ask for help.

1. Enter the email address you normally use for the app.
2. Describe what happens when you try to sign in.
3. Submit the request.

For privacy, the confirmation will not reveal whether an account exists for that email address.

The contact option opens your device's email app with a suitable subject line.

If no email app is configured, use another device or your preferred email service to contact the support address provided for your account.

1. Open Support in the coach portal.
2. Open the tickets area.
3. Choose the category, add a clear subject, and describe the issue.
4. Add screenshots or one short video if they make the problem easier to understand. Wait for each file to be ready before opening the ticket.
5. Submit the ticket.
6. Return to the ticket to read replies, open attachments only when needed, and continue the conversation. New replies can also include supported media.

The coach portal shows active, all, and resolved tickets. An unread marker appears when support has replied.

Replying to a resolved ticket reopens it. Archived tickets remain available as history but cannot receive another reply.

• FAQ entries are read-only and may differ between family and coach accounts.
• Coming soon items are read-only, role-specific, and shown only while published.
• Coming soon descriptions are plans, not guaranteed delivery dates.
• Feedback can include basic device and app-version information to help investigate a problem.
• One feedback or ticket message can contain up to four files: no more than three images and one video, and no more than 30 MiB in total.
• Images must be JPEG, PNG or WebP and no larger than 5 MiB each. A video must be MP4 or MOV, no larger than 25 MiB, and no longer than 30 seconds.
• Before sending, check pictures, video frames and recorded sound for names, faces, notifications, account details or other information you did not intend to share. Support media can contain baby and health information and is retained as described in the Littles Baby Tracker Privacy Policy.
• Attachments remain private. The app asks for a short-lived viewing link only when an authorized coach or support user opens one.
• Screenshot and video uploads require phone wrapper 4.10.0 or later in the supported 4.x family. If the picker is unavailable, update the app from the store or continue without an attachment.
• Support may contact you about feedback only when you allow it.
• Cancellation feedback is optional, uses a private expiring link, and does not change the subscription cancellation.
• The feedback website is separate from in-app feedback. It works without signing in and is read only by the Littles Baby Tracker team.
• Coaches see only tickets created from their own coach account.
• Internal support notes are not shown in the coach conversation.
• Email notifications about ticket replies are helpful but may not arrive immediately; check the portal for the latest status.
• The User guides option always opens userguides.littlesbabytracker.com outside the current app view.

• If FAQs do not load, retry or use another support option.
• If search shows no results, clear the search text and topic filters.
• If the app cannot tell whether feedback or a ticket message was received, it keeps that exact attempt locked for up to 24 hours and offers a safe retry. Do not start a second version of the message; retry the retained attempt and let the app reconcile the result. After the private recovery copy or an unsubmitted upload expires, the app still checks the original request ID to prevent a duplicate, but it may ask you to enter the text or attach the media again.
• If an attachment fails, use Retry. If it continues to fail, remove it and send the message only if you are happy to continue without it.
• If a video is rejected, check its file type, size and length. Trimming it to 30 seconds or less may help.
• If an attachment preview cannot be opened, retry from the ticket or feedback record; private viewing links expire quickly and the app will request a fresh one.
• If sign-in help will not submit, wait before retrying; repeated requests may be temporarily limited.
• If the feedback website says the form was updated, check your answers and choose Send feedback again. If it says you have sent a lot of feedback, wait a while before trying again.
• If a coach ticket cannot accept a reply, check whether it has been archived.
• If the email option does nothing, confirm that an email app is configured on your device.
• If the user guides do not open, check your internet connection and try again. You can also enter userguides.littlesbabytracker.com directly in a browser.

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