Candle Support

We're here to help you with any questions or issues you might have with Candle. Our support team is dedicated to providing you with the best experience possible.

Please don't hesitate to reach out if you need assistance. We respond to all inquiries within 24 hours.

Contact Methods

Email Support

For any questions, feedback, or support requests, please email us at:

Frequently Asked Questions

I've been "logged out" and cannot get back into my account

If you're experiencing issues where no verification codes are sending and the "Continue with..." buttons aren't working, this is typically due to network connectivity issues.

The authorization check happens early in the app load process, and if it fails due to poor network conditions, it can lead you to the Welcome screen, making it appear as though you've been logged out.

Solution:

Try exiting the app completely, switching to mobile data temporarily, and then reopening the app. This often resolves the network-related authentication issues.

I see a black (or white for Android) screen when opening the app

This issue is almost always related to network connectivity problems. The app may be unable to load properly due to poor or no internet connection.

Solution:

Try switching to mobile data, completely closing the app, and then reopening it. If the issue persists, please contact our support team with the email or phone number you used to create your Candle account.

I see a grey screen when opening the camera

This is a rare issue that typically occurs when there are camera permission conflicts or system-level camera access problems.

Solution:

First, check if camera permissions are enabled for Candle in your device settings. If permissions are enabled and the issue persists, try restarting your phone. This resolves the issue in almost all cases.

App Functionality

For technical issues with the app, please include your device model, operating system version, and a detailed description of the problem.

Account Management

For account-related inquiries, including data deletion requests or privacy concerns, please reference our Privacy Policy and include your account email in your message.

Response Time

We aim to respond to all support inquiries within 24 hours. For urgent issues, please indicate this in your email subject line, and we'll prioritize your request.

Get in Touch

Email Us

Our support team is ready to assist you with any questions or concerns.

support@trycandle.app