Something not working?

Check the phone is actually on wifi or data — a phone connected to a wifi network that has no internet looks connected but isn't. Try opening any website on it. If that fails, the network is the problem, not the app.

If the internet is fine on both phones and calls still fail, email us with roughly when you tried, and we'll look at what happened.

Almost always the camera permission was declined at some point. On the phone with no picture: Settings → Apps → PuffinCall → Permissions → Camera → Allow. Same for Microphone if there's no sound.

A weak connection can also drop the video and keep the audio. If it happens only sometimes, that's what it is.

A few things surprise people, and all are working as intended:

Calls round up to the whole minute. A 10-second call costs one minute — otherwise sixty 50-second calls a month would be free.
Unanswered calls cost nothing. If you're being billed for calls nobody picked up, that's a real bug — tell us.
A grandparent calling in uses the family's minutes. The balance covers both directions.
Video and voice draw on separate meters if you're on Plus. Check which one actually went down — a contact set to video uses video minutes even for a short call.
Minutes are talk time, never doubled. A 10-minute call uses 10 minutes.

If the numbers still look wrong, email us. We'd rather credit you than argue about it.

There's no remote reset — the PIN never leaves your device, which is deliberate. Two things to try:

Wait. Three wrong tries locks you out for 30 seconds, and people usually remember on the next attempt.
Reinstall the app. That clears the PIN but keeps the account. Sign in again and set a new one.

Nothing is lost either way. Contacts, photos and minutes all live on our servers, not on the phone.

Through Google Play, since Play owns the subscription:

Play Store → your profile picture → Payments and subscriptions → Subscriptions → PuffinCall → Cancel

You keep Plus until the end of the month you paid for. Then you drop to the free tier — 20 minutes a month, free forever. Your contacts, photos and history are untouched, and any minutes you bought as a top-up never expire and stay yours.

Settings → Account → Delete account and all data, behind your PIN.

It removes your child's name and photo, every contact and photo, and all call history, permanently. Payment records are kept without any family detail, because tax law requires it.

If you can't reach that screen, email [email protected] from the address on the account and we'll do it for you.

Twenty minutes a month is by design — it's enough to get everyone set up and find out whether your child takes to it. If you're using it daily, Plus is S$2.98 a month for 60 video minutes and 300 voice minutes. See pricing.

If most of your calls are short "come and get me" ones, set that contact to voice in settings — voice minutes go five times further.

Settings → Contacts → tap the person → Call mode → Voice. From then on, calls to and from that person are voice only and draw on your voice minutes.

It's worth doing for anyone your child calls briefly and often — a parent at work, for instance. Voice minutes go five times further than video ones, and nobody needs to see anything for a fifteen-second "I'm ready to be picked up."

A call can't switch from voice to video once it has started. If you want to see each other, change the contact's mode first, or set up a second contact for the same person.

No — six is the maximum on every plan, including Plus. It's not a paywall. Six faces is what fits on a screen at a size a two-year-old can reliably hit, and a seventh would make all seven harder to press.

No, and there's no setting for it anywhere. Someone presses accept, on both sides, every time. A camera opening on a child's device without a person choosing it isn't something we ship at any price.