Support Center

1. Contact Densnap

We target a response within one business day for urgent live-site, domain, billing, or account-access issues and within two business days for general support questions. These are response targets, not guaranteed service-level agreements.

Do not email your password, authentication code, full payment-card number, Social Security number, or another person’s sensitive information. Densnap support will not ask for your password.

2. Website generation and editing

Generation is still running

Densnap generation and editing continue on secure servers after you leave the screen, background the app, or close it. Return to the project to reconnect and view the latest authoritative status. Keep the app updated and maintain an internet connection when checking progress.

A complex website or edit can take longer than a small change. Densnap reports progress while the job runs and preserves the last successful website until a replacement has built and passed validation. We do not currently promise a push notification when background work finishes.

The job appears stuck or failed

1. Return to the project and wait briefly for status reconciliation.
2. Confirm the device has a working internet connection.
3. Close and reopen Densnap; completed work is stored server-side for signed-in projects.
4. If Densnap offers Retry, use it once rather than repeatedly starting new jobs.
5. If the issue remains, email support with the project name, approximate time, app version, and a screenshot of the status.

A failed generation or edit should not replace the last successful website. If a failure appears to have changed a live site, contact us as an urgent live-site issue.

AI produced an inaccurate result

Use conversational editing to correct the website and review important facts, prices, claims, contact information, and regulated content before publishing. You remain the authority on your business. For a privacy concern about AI processing, see AI processing or email [email protected].

3. Publishing, availability, and website outages

Publishing is still processing

Publication, domain connection, DNS, and HTTPS are separate steps. Densnap may show the website as published on its fallback address before a selected domain is fully active. It will display the custom address as live only after public verification succeeds.

The website is offline

1. Check the Website screen for publication and subscription status.
2. Try the Densnap fallback address if it is shown.
3. Confirm the Apple subscription is active and, if needed, use Restore Purchases.
4. Check the Domain screen for verification, renewal, or expiration notices.
5. Email support with the hostname and a screenshot if the site still does not load.

A published site and its managed inquiry form may be disabled after the qualifying subscription expires. Densnap does not immediately delete the project solely because paid publishing stops.

Unpublish a website

Use the Website controls in Densnap to unpublish when that option is available. Unpublishing disables public access and the managed form; it does not by itself cancel Apple billing, surrender a domain, or delete the project.

4. Domains, DNS, and HTTPS

A selected domain became unavailable

Domain availability can change between search and completed registration. If the selected domain becomes unavailable after the subscription purchase, Densnap preserves the subscription and registrant details and lets you choose another eligible included domain without another subscription charge.

Registration is still processing

Do not repeatedly start another registration. Densnap records one durable registration intent and reconciles ambiguous provider responses to avoid duplicate registration attempts. Close and reopen the app to restore the latest status. Contact support if the state remains unchanged or you need help selecting a replacement.

DNS or HTTPS is still provisioning

Domain connection and certificate issuance can continue after registration. Densnap keeps the fallback address available while possible and makes the custom domain canonical only after public verification. Provider or registry delays can extend the process. If the app shows a domain as live but it does not load publicly, send the hostname to support immediately.

Correct domain-owner information

Domain records require accurate legal contact details. Email [email protected] from the verified account address, identify the domain, and describe what needs correction. Changes can trigger registry verification or a temporary transfer lock.

Renewal and expiration

Densnap attempts to renew an included domain while the qualifying subscription remains active and set to renew. We send notices 60, 30, and 7 days before expiration, and after a failed renewal attempt or expiration, by email and in the app. Keep the account email and registrant information current.

If a renewal fails, contact support promptly. An expired domain can enter registry grace or redemption periods with deadlines and costs outside Densnap’s control. Completed registrations and renewals are generally irreversible.

5. Transfer your domain

Your domain is yours. Densnap offers customer-friendly, support-assisted transfer without hiding the tools or information needed to leave.

1. Email [email protected] from the verified account email and identify the domain and destination registrar.
2. We verify account ownership and explain any active registry or ICANN restriction.
3. When eligible, we unlock the domain and provide the authorization code securely.
4. We help coordinate or approve the outgoing transfer.
5. After confirmation, we remove only Densnap-managed DNS and hosting configuration as appropriate.

We target initiating an eligible transfer within five business days after verification and receipt of the necessary information. Registry completion can take longer. A new registration, recent transfer, or recent registrant-information change may create a temporary transfer lock, and some top-level domains follow a different process.

If you plan to cancel or delete the account, request the transfer early. Densnap may pause final account deletion rather than strand an active customer-owned domain.

6. Apple subscriptions and billing

Current U.S. pricing

Densnap is $24.99 per month or $254.99 per year. Twelve monthly payments total $299.88, so the annual plan saves $44.89, which rounds to 15%. Apple shows and confirms the amount before purchase.

Manage or cancel

Apple processes Densnap subscription payments. To manage or cancel, open iPhone Settings, tap your name, tap Subscriptions, then select Densnap. You can also use Apple’s subscription-management page. Cancellation normally leaves access active until the paid-through date.

Restore Purchases

1. Sign in to the Densnap account that should receive access.
2. Open Account and select the subscription or billing section.
3. Tap Restore Purchases.
4. Make sure the device is signed into the Apple Account that made the purchase.
5. If Apple confirms the purchase but Densnap does not restore access, send support the Densnap account email, product period, and approximate purchase time. Do not send payment-card details.

Refunds and duplicate charges

Apple controls App Store billing and refund decisions. Request a refund or report an unfamiliar charge through Apple’s Report a Problem. Densnap can investigate entitlement status and provide transaction context but cannot directly refund an Apple charge.

Account deletion does not cancel billing

Delete Account removes the Densnap account and service data subject to domain and legal obligations. It does not cancel the Apple subscription. Cancel through Apple separately if you do not want it to renew.

7. Inquiries and leads

A visitor cannot submit the form

Confirm the website and subscription are active, the form is fully visible, and the visitor has a working connection. Turnstile may block automated or suspicious traffic. If legitimate submissions repeatedly fail, send support the website address, approximate time, browser/device, and the visible error. Never include the visitor’s full sensitive information.

A lead is missing

Refresh the Leads screen and confirm you are viewing the correct project. Densnap paginates and stores managed-form submissions server-side. If the sender received confirmation but the lead is missing, contact support with the business, approximate submission time, and sender email only if you have permission to share it.

Export or delete leads

Use the Leads controls to export or delete available records. Protect exported files because they contain customer inquiries. Densnap retains leads for 24 months from submission unless you delete them earlier. For a privacy request involving a visitor, see Privacy Choices.

8. Account access, password, and deletion

Cannot sign in

• Confirm the email address and sign-in method used for the account.
• For email/password accounts, use the password-reset option and check spam or filtered folders.
• For Apple or Google sign-in, complete the provider flow using the identity originally linked to Densnap.
• Confirm the app is current and the device has internet access.
• If access is still blocked, email support from the account address when possible.

Delete the account

Open Account, choose Delete Account, review the consequences, and complete fresh authentication or current-password confirmation when requested. Densnap removes ordinary account data, projects, uploads, generated artifacts, publications, leads, and the authentication identity; public sites and forms are disabled or removed. A short hashed tombstone prevents replay of an old login token.

Final deletion may pause if it would strand an active customer-owned domain. Support will help transfer or resolve the domain. Deleted content is unavailable for ordinary use and ages out of backups within 30 days. Remember to cancel Apple billing separately.

9. Privacy requests

For access, correction, export, deletion, AI-consent withdrawal, provider information, an authorized-agent request, or an appeal, follow the instructions on Privacy Choices or email [email protected].

For a request involving an inquiry submitted to a customer website, identify the business, website, approximate date, and contact information used on the form. Densnap may coordinate with the customer business and verify the request before changing or disclosing a record.

10. Abuse, fraud, security, and intellectual property

Report suspected phishing, fraud, malware, unlawful or dangerous content, account compromise, or a security concern to [email protected]. Include the relevant URL, what happened, approximate time, and screenshots or headers that help us investigate. Do not interact further with a suspected phishing page.

An intellectual-property report should identify the protected work, the allegedly infringing location, your authority to act, your contact information, and the good-faith basis for the request. Legal notices may also be sent to [email protected].

Densnap may restrict publishing or remove dangerous or unlawful content while investigating. We will preserve narrowly scoped evidence when reasonably needed for security or legal obligations.

11. What helps us resolve an issue

When contacting support, include only what is relevant:

• the Densnap account email;
• the project, business, or domain involved;
• the exact screen or step where the problem occurred;
• the approximate date, time, and time zone;
• the app version and iPhone/iOS version;
• a screenshot of the status or error, with unrelated personal information removed; and
• whether the problem remains after closing and reopening the app.

For the service rules, read the Terms of Use. For data handling, read the Privacy Policy.