Spine support
Help with Spine for iOS and Android, from the people who built it.
Contact
Raise a request through the Renevell Support portal (choose Renevell, then Spine), or email support@renevell.com. Please include your phone model, whether you use iPhone or Android, the Spine version, what you expected to happen and what happened instead. We aim to respond within one to two business days. Please do not send screenshots of your cards, documents or health information.
The trial and the unlock
Spine is free to download, with every feature open for 14 days. After that, a one-time unlock of $4.99, or the local equivalent, keeps it for good. There is no subscription. To start the unlock, open Settings in Spine and choose Unlock.
If you bought the unlock and Spine asks again, for example on a new phone, open Settings and choose Restore. Make sure you are signed in to the same Apple account or Google account you used for the purchase.
Refunds
Purchases are made through Apple or Google, and refunds are handled by them. For the App Store, request a refund at reportaproblem.apple.com. For Google Play, follow Google’s refund instructions.
Moving to a new phone
Spine keeps everything on your phone, so it does not move by itself. Before switching, open Settings in Spine and create a backup, then save the file somewhere you can reach from the new phone, such as iCloud Drive or Google Drive. On the new phone, install Spine, open Settings and restore from that file. The backup holds your records; photographs of cards and documents are not included, so add them again on the new phone.
Health, calendar, photos, contacts and location
Spine reads these sources only with your permission. If something is missing from your timeline, check that the permission is on in your phone’s settings: on iPhone, Settings, then Spine (and Health, then Data Access and Devices, for health data); on Android, Settings, then Apps, then Spine, then Permissions, and Health Connect for health data. Photos are available on iPhone only.
The Vault
The Vault opens with Face ID, Touch ID or your fingerprint, and falls back to your phone’s passcode. It locks again after a few minutes. Renevell cannot open the Vault or recover anything in it, because nothing in Spine reaches us.
Deleting your information
Deleting Spine from your phone removes everything it stores. Backup files saved elsewhere remain until you delete them.