How can we help you?
Find quick answers in the FAQ or contact our team directly.
support@tracciahq.comFrequently asked questions
Account & registration
How do I create a Traccia account?
Download Traccia from the App Store or Google Play, open the app, and select "Create account". You can sign up with your email address or via Apple Sign-In or Google.
I forgot my password — what do I do?
On the sign-in screen, tap "Forgot my password". We'll send you an email with instructions to reset it. Check your spam folder if you don't receive it within a few minutes.
How do I delete my account?
Go to Settings > Account > Delete account inside the app. Your account and all your data will be permanently deleted within 30 days. You can also request deletion by email at support@tracciahq.com.
Can I change my email or username?
Yes, from Settings > Profile you can update your display name. To change your email address, contact us at support@tracciahq.com.
Projects & Steps
How many projects can I create?
On the free plan you can create unlimited projects. If Traccia introduces premium plans, these may include additional features such as extra storage or advanced functionality.
What media formats does a Step support?
Each Step supports photos (JPG, PNG, HEIC), short videos (MP4, MOV), image carousels, and links to external content such as YouTube or TikTok. The maximum file size is 50 MB.
Can I edit or delete a Step after publishing it?
Yes, you can edit or delete any Step at any time. Tap the Step in your timeline and select the corresponding option from the options menu.
What is a Milestone?
A Milestone is a Step marked as a critical point in your project. When you toggle the Milestone switch while creating or editing a Step, it will be visually highlighted in your timeline and visitors can filter to see only milestones.
Can I change the order of Steps?
Steps are ordered chronologically by their recorded date and time. If you need to reorder them, you can edit the date and time of a Step from its edit options.
Privacy & sharing
How do I control who can see my projects?
Each project has three privacy options: Public (visible to everyone), Private (only you), and Shared link (only those with the link). You can change this setting at any time from the project settings.
Are my private projects really private?
Yes. Projects marked as Private are only accessible by you. Not even our team can view the content of your private projects without a valid court order.
What data does Traccia collect about me?
See our Privacy Policy for a detailed description of the data we collect and how we use it.
Technical issues
The app isn't loading my photos — what do I do?
Check that Traccia has permission to access your photo library under System Settings > Traccia > Photos. You can also try closing and reopening the app, or reinstalling it if the problem persists.
I lost content I had uploaded — can you recover it?
We perform regular backups. If you lost content, contact us immediately at support@tracciahq.com with the project details and a description of the missing content.
The app crashes or runs slowly — how do I fix it?
Try these steps: 1) Update the app to the latest version. 2) Restart your device. 3) Make sure your device has enough storage space. 4) Uninstall and reinstall the app. If the issue continues, contact us with your device model and OS version.
I'm not receiving notifications — how do I enable them?
Go to System Settings > Notifications > Traccia and make sure notifications are enabled. Also check the notification preferences inside the app under Settings > Notifications.
Direct contact
If you didn't find an answer to your question, our team is ready to help. We respond to all emails within 1–2 business days.