How can we help?
Check the common questions below. Didn't find your answer? Just email us.
Contact us
[email protected]Please include your app version (Me → Settings → About Puffie) and roughly when the problem happened. We usually reply within 2 business days.
Common questions
I'm not getting notifications
Make sure notifications are allowed in iOS Settings → Notifications → Puffie, and that they're turned on in the app under Me → Settings → Notifications. Notifications are just reminders — your messages sync when you open the chat.
How do I restore purchases?
Open the paywall and tap Restore purchases at the bottom. Subscriptions are tied to your Apple Account, so signing in with the same Apple Account on a new phone restores them. Purchased Puffs are stored in your Puffie account and stay there when you sign in again.
How do I cancel my subscription?
Subscriptions are managed by Apple: open iOS Settings → your name → Subscriptions → Puffie and tap Cancel. Deleting your Puffie account doesn't cancel your subscription.
How do Puffs work?
Each message you send uses 1 Puff. A reply that includes a voice note uses a few more, and calls are charged per minute. Daily Puffs (claimed or from your membership) expire at the end of the day; purchased Puffs never expire. Daily Puffs are used first.
How do I report a character or message?
Tap the button in the top-right corner of a character's page, or open the menu on a message, post or comment, choose Report and tell us why. We review every report and remove content when needed.
How do I delete a chat?
Swipe left on the chat in your chat list and tap Delete. The conversation is deleted from our servers right away and can't be recovered.
Delete your account
Deleting your account erases your account and all of its data, and it can't be undone. You can do it in the app anytime:
- 1Open Puffie and go to Me → Settings → Privacy & data.
- 2Tap Delete account, read the notice and check the confirmation box.
- 3Confirm once more. You'll be signed out right away.
- Your chats, messages, characters, voices, Moments and Puff balance are deleted immediately. See the Privacy Policy for details.
- Deleting your account doesn't cancel your Apple subscription. Cancel it in iOS Settings to avoid further charges.
- Can't sign in? Email us from the address on your account and we'll delete it after verifying it's you.