Contact us
Email hello@sharedsteps.app. Please write from the email address you sign in with, and tell us which phone you use. We aim to reply within two working days.
We can't take sides between parents or give legal advice. For questions about your arrangements themselves, your mediator or a family law adviser is the right person to ask.
Getting started
How do my co-parent and I share one family?
One parent sets up the family and shares an invite code from the app. The other parent downloads Shared Steps, chooses to join a family and enters the code. You'll then both see the same plan, schedule, messages and costs.
My invite code doesn't work
Check it was typed exactly as shared. If it still won't work, ask your co-parent to share a fresh code from the app, or email us.
Signing in
I didn't get my sign-in code
Check your spam or junk folder, and that the address is spelled correctly. Codes expire after a short time, so request a new one if it's been a while.
I signed in with Apple or Google
Use the same option each time. If you chose "Hide my email" with Apple, your account uses the private address Apple created for you.
Your subscription
One subscription covers your whole family, including both parents. Payments are handled by Apple or Google, so you manage them in your phone's settings.
Cancel or change your plan
- iPhone: Settings → your name → Subscriptions → Shared Steps.
- Android: Google Play → your profile icon → Payments and subscriptions → Subscriptions → Shared Steps.
Deleting the app or your account does not cancel a subscription. Cancel it in your phone's settings as well.
Restore a purchase
On a new phone, open More → You → Shared Steps Pro and tap Restore purchases, signed in to the same Apple or Google account you paid with.
Refunds
Refunds are decided by the store you paid through. Request one at reportaproblem.apple.com for iPhone, or from your order history in Google Play.
Notifications and reminders
Turn family updates and reminders on or off in More → You → On this phone. They are set for that phone only, and your co-parent isn't told.
If you turned updates on but nothing arrives, check that notifications for Shared Steps are allowed in your phone's settings.
Privacy and app lock
Notifications on your lock screen never show who wrote something or what it says. You can also turn on App lock in More → You, so the app asks for Face ID, Touch ID, fingerprint or your passcode when it opens. Read our privacy policy for the full detail.
Deleting your account
In the app
Open More → You, then tap Delete my account and confirm.
Without the app
Email privacy@sharedsteps.app from the address you sign in with and ask us to delete your account. We'll confirm it's you, then delete it within 30 days and let you know when it's done.
What is deleted
- Your name, email address and sign-ins are deleted straight away.
- If your co-parent still uses the family, what you wrote there stays in their shared record, shown as from a "Former member", so their history stays whole.
- If nobody else is in your family, the whole family is deleted, including its photos and files.
- We keep subscription records only as long as tax and accounting rules require.
If you need urgent help
Shared Steps isn't an emergency service and we don't monitor messages. If you or your children are in danger, call 999.
- Childline, for children and young people: 0800 1111
- National Domestic Abuse Helpline (England): 0808 2000 247
- Domestic Abuse and Forced Marriage Helpline (Scotland): 0800 027 1234