Email. For questions about the app, account help, safety concerns, or feedback, contact us at okvianaina1@outlook.com. We read every message. Please use a clear subject line (for example "Account issue," "Bug report," "Purchase issue," or "Safety report") and include a short description of what happened and, if you are reporting a problem, the type of device and operating system version you are using and the app version if you know it. For security-sensitive reports, you may use the same address and mark the subject with "Security."
Swander offers optional paid features — Swander Coins (virtual currency) and VIP membership — processed through the Apple App Store. Here is guidance for common situations:
VIP membership not appearing after purchase. Open the app and use the "Restore Purchases" button on the VIP membership screen. This asks the App Store to re-confirm your active subscription. If the issue persists after restoring, contact us with your App Store order number.
Swander Coins not credited after purchase. Coin purchases are processed in real time. If coins do not appear within a few minutes, close and reopen the app. If the balance is still incorrect, email us with a description of the purchase and any order confirmation you received from the App Store.
Managing or cancelling your subscription. VIP membership renews automatically. To cancel, go to your device's Settings → [your name] → Subscriptions, find Swander, and tap Cancel Subscription. Cancellation takes effect at the end of the current paid period; you keep VIP access until then. We are not able to cancel subscriptions on your behalf — this must be done through your App Store account.
Requesting a refund. All billing and refund requests for in-app purchases must be submitted directly to Apple. You can do this at reportaproblem.apple.com. We do not process refunds and are not able to override App Store billing decisions. If you believe there is an error in what was delivered within the app (for example, coins or VIP status not received despite a successful charge), contact us and we will investigate the in-app side.
Restore Purchases. If you reinstall the app or switch devices, you can recover your active VIP subscription by tapping "Restore Purchases" on the VIP screen. Note that Swander Coins are consumable items and cannot be restored once used, in line with App Store rules for consumable in-app purchases.
Unexpected charges. If you see a charge you did not authorize, report it to Apple immediately at reportaproblem.apple.com and, if your payment method was compromised, contact your bank or card issuer. Then let us know so we can check the account status.
Check that you are on the latest version of Swander from the official app store for your device. Many issues are resolved by updating the app or restarting the device. If a feature asks for access to photos or notifications, confirm those permissions in system settings — Swander does not rely on device GPS location in the version described here.
Some features need an active internet connection on your device. If content fails to load, try switching between Wi‑Fi and mobile data, briefly enabling and disabling airplane mode, or moving to an area with stronger signal before contacting us.
We aim to respond to routine inquiries within a few business days, depending on volume and the nature of your request. Urgent safety reports are prioritized. We do not guarantee a response within a fixed time and we do not offer a formal service-level agreement, but we work through messages in the order that matches urgency and your needs as described.
Support communications are provided in English. If you write in another language, we will do our best to help; automated translation may be used to understand your message, and we may reply in English for clarity and consistency with our policies.
Our Privacy Policy, Terms of Service, and End User License Agreement are part of the official product information. If you have questions about what they say, you can quote the section name in your email and we will clarify how we apply it in ordinary situations. We cannot give personal legal or safety advice; use professional advisors when you need that kind of help.
Swander is intended for users who are at least eighteen (18) years old. We do not provide support to users who we have reason to believe are under 18, except as needed to protect safety or to comply with law. Parents or guardians who have concerns about a minor and our Service should contact us at the email address above and describe the situation so we can take appropriate action.
If you downloaded Swander from the Apple App Store, you can also use the store's own help and account tools where the store's rules allow. Store providers offer separate support channels; use those for store-account issues, subscription billing, and refunds that we cannot process from our side. Our email remains the right contact for the Swander app itself, your in-app experience (including purchase delivery and VIP status), and policy questions that we are responsible for.
okvianaina1@outlook.com · Swander