Good details to include
Include your device model, operating system, HearthTrace version, what you were trying to do, and what happened. Mention whether the issue concerns scanning, records, photos, backup, or Pro. Remove private home details from screenshots before sending them.
Purchases and restore
HearthTrace Pro is a one-time store purchase. Open Settings and Unlock Pro, then use Restore Purchases with the store account that made the purchase. If prices do not load, check your internet connection and retry. Apple and Google Play purchases are separate.
Backups and private records
Keep a .hearthtrace archive somewhere you control before moving or deleting records. Optional cloud backup depends on your provider account and device settings. Ordinary support questions do not require an archive, home address, access code, or private photo.
Create and restore an archive
- In Settings, choose the archive export or backup action and save the
.hearthtracefile somewhere you control. - Verify that the file is present before removing records or changing devices. Keep a second copy if the archive is important.
- On the destination device, use the archive import or restore action and review the record count, photos, and observations before continuing.
Archives preserve the records you choose to export. They do not transfer an Apple or Google Play purchase, and a cloud backup is separate from an exported file.
Moving between iOS and Android
Export an archive from the source device, move it through storage you control, and import it on the destination device. Both native apps expose home-record editing and Timeline views, while each platform keeps its own native controls and storage integrations.
Deleting data
Settings includes local-data and optional cloud-backup controls. Deleting local records does not delete files you exported elsewhere. Manage those copies at their destination. We cannot recover erased local-only records.