How can we help?

Account and sign-in

Apple or Google sign-in finishes, but Raffi stays on the sign-in screen

1. Confirm that the device has an internet connection.
2. Close Raffi completely and reopen it.
3. Try the same provider you originally used. Apple and Google accounts with the same visible email may still create different Raffi accounts.
4. If Apple uses Hide My Email, your Raffi account may show an address ending in privaterelay.appleid.com. This is normal.
5. If the problem continues, send support a screenshot and the approximate time of the attempt. Never send your Apple or Google password.

Signing out

Open Raffi → Settings → Sign out. Raffi syncs eligible account data, signs out, clears local account data, and returns to the sign-in screen. Your cloud account and App Store subscription remain active.

Deleting your account

Open Raffi → Settings → Delete account and confirm. This requests permanent deletion of your Raffi Firestore documents and Firebase Authentication account, then clears Raffi’s local data. This cannot be undone. Account deletion does not cancel your Apple subscription; cancel it separately in iOS Settings if needed.

Posture scan

Can I skip the first scan?

Yes. Tap “Not now” below Start Scan. Raffi will continue without showing a posture score on the subscription screen. You can still use guided plans and complete a scan later when the feature is available from the app.

The scan cannot see me clearly

• Place the phone upright at approximately chest or eye level.
• Use even front lighting and avoid a bright window behind you.
• Keep your head and shoulders inside the guide.
• For the side step, turn your body and face fully to the requested side.
• Clean the front camera and remove anything blocking it.

Is my image uploaded?

No. Camera and TrueDepth frames are analyzed on the device and discarded. Raffi may sync the derived posture measurements, score, capture method, and algorithm version, but not photos, videos, face images, facial geometry, or raw depth data.

Camera-guided exercises

Why is the camera used?

For supported movements, Raffi looks for posture landmarks or a completed hold so it can count steps and provide guidance. The camera preview stays edge to edge during the movement. Raw frames remain on the device.

Raffi is not counting a movement

• Make sure your face, shoulders, arms, or body area requested by the instruction is fully visible.
• Move a little farther from the phone and improve the lighting.
• Hold the requested position steadily until the count completes.
• Follow the numbered steps in order; Raffi searches for the current step before advancing.
• Use the guided timer option where available if camera tracking is not suitable.

Camera permission is off

Open iOS Settings → Privacy & Security → Camera → Raffi, or tap Open Camera Settings from Raffi. Guided timer exercises may remain available, but camera-required unlock movements need camera access.

AirPods posture monitoring

Requirements

AirPods monitoring requires supported AirPods with motion sensors, a physical compatible iPhone, Bluetooth connection, and Motion & Fitness permission. The iOS Simulator cannot provide real AirPods motion data.

No motion data appears

1. Put both AirPods in and confirm they are connected in Control Center.
2. Open Raffi → Settings and enable AirPods posture monitoring.
3. Check iOS Settings → Privacy & Security → Motion & Fitness.
4. Disconnect and reconnect the AirPods, then reopen Raffi.

Raw motion streams remain on your device. Derived daily posture summaries may sync with your account.

App locking and posture breaks

Set up app locking

Open Raffi → Settings → Lock apps during breaks, allow Screen Time access, choose apps, select a break interval, and choose the unlock exercise. Apple displays and enforces the shield after the configured activity threshold.

An app is still locked

Return to Raffi from the shield and complete the requested movement. Keep the required body area visible until each step is validated. If the shield or authorization is stuck, disable Lock apps during breaks in Raffi Settings, review Screen Time permission, and enable it again.

Do not shield essential safety, medical, navigation, work, or emergency apps. Screen Time behavior is controlled by iOS and may change after system updates.

Subscriptions and billing

Manage or cancel Raffi Pro

Open iOS Settings → your name → Subscriptions → Raffi. Apple manages renewal, cancellation, billing, trial eligibility, and price changes. Deleting Raffi or your Raffi account does not cancel a subscription.

Restore a purchase

Sign in to the Apple Account used for the purchase, open Raffi’s subscription screen, and tap Restore. If access still does not appear, restart Raffi and contact support with the purchase date. Do not email a full payment card number.

Refunds

Raffi cannot issue App Store refunds. Submit a request through reportaproblem.apple.com. Apple decides eligibility and status.

Notifications and reminders

Open Raffi → Settings → Reminders to enable or disable exercise reminders. You can also use iOS Settings → Notifications → Raffi. AirPods posture nudges have a cooldown and daily limit based on your selected coaching style. Disabling notifications does not delete your plan or progress.

Report a bug or send feedback

Email wordcards.helpdesk@gmail.com with “Raffi Support” in the subject. To help us reproduce an issue, include:

• your iPhone model and iOS version;
• your Raffi app version;
• the screen or exercise where the issue occurred;
• the steps that led to the problem;
• a screenshot or short screen recording, if safe to share;
• whether you signed in with Apple or Google, without sending credentials.

We aim to respond within two business days.