PolarfateSupport
How can we help?
Answers to what people ask most — and a real person on the other end of the email if the answer isn’t here.
Contact us
support@polarfate.comWe reply within 2 business days.
To get you a real answer on the first reply, tell us your device (for example, iPhone 15), your iOS version, and roughly when the problem happened.
Your reading didn’t work?
Almost every failed scan comes down to the photo. Work through these in order.
Check the light and the framing
Even, indirect light works best — hard shadow and direct glare both hide the lines. Open your hand fully, spread your fingers slightly, and keep the whole palm inside the frame until the capture finishes.
Check your connection
Readings are generated on our servers, so the scan needs a live connection from start to finish. On a weak or dropping signal, move somewhere steadier and scan again.
Update to the latest version
Install any pending Polarfate update from the App Store — a failure you keep hitting may already be fixed.
Still stuck? Tell us
Email support@polarfate.com with your device, your iOS version, and roughly when you tried. That's usually enough for us to find the exact request in our logs.
Readings
- What is a Palm Blueprint?
- Your palm doesn't change, so we read it once and keep the result: your hand element, your dominant mounts, and the character of your heart, head, life and fate lines. Every later reading — daily, Week Ahead, compatibility — is drawn from that Blueprint.
- Do I need to scan my palm every day?
- No. You scan once. Daily readings and compatibility results are generated from your saved Blueprint, not from a new photo.
- How do I get a good palm photo?
- Use even, indirect light, open your hand with fingers slightly apart, fill the frame with your palm, and hold still until the capture completes. If a scan fails, the steps above walk through the usual causes.
- Is this real fortune-telling?
- No. Polarfate is for entertainment and self-reflection only. It makes no predictions and is not a substitute for medical, financial, legal, or psychological advice.
Subscription & billing
- I subscribed on polarfate.com. How do I cancel?
- Sign in at polarfate.com, open Settings and choose Manage subscription. It opens the billing page for your plan, where you can cancel it. If it doesn't open a billing page, email support@polarfate.com and we'll sort it out.
- I subscribed in the iPhone app. How do I cancel?
- Subscriptions bought in the app are billed by Apple, not by us, so they're cancelled on Apple's side: open Manage Subscriptions, or on your iPhone go to Settings → your name → Subscriptions. Deleting the app does not cancel a subscription.
- I subscribed, but the app still shows Free
- On polarfate.com, give it a minute after paying, then reload, and check you're signed in with the account you bought it on. In the iPhone app, open the upgrade screen and tap Restore— that re-checks your purchase with Apple, so confirm you're signed in with the same Apple Account that bought it. If it still shows Free, email us.
- Can I switch from weekly to annual?
- Yes. In the iPhone app, open Settings and use Upgrade to Annual on your subscription card; Apple handles the switch and any credit for unused time. For a plan bought on polarfate.com, email support@polarfate.com and we'll help you switch.
- Can I get a refund?
- For a plan bought on polarfate.com, email support@polarfate.com: those payments go through our billing provider, so we handle refund requests ourselves. Refunds for App Store purchases are issued by Apple, so we can't process one for you; request it at reportaproblem.apple.com. If a charge looks wrong to you, email us anyway and we'll help you work out what happened.
Privacy & your data
- What happens to my palm photo?
- It's sent once to generate your reading and discarded in the same request — we never keep the original image. If you save a reading, we may keep a small stylised thumbnail, never your photo.
- Who actually generates the readings?
- Anthropic's Claude models. Your palm photo and Blueprint are sent to Anthropic to produce the reading. The Privacy Policy lists every provider we share data with.
- What do you store about me?
- Your email address, optional name, and sign-in identifier; the text of your readings and Blueprint; your subscription status; your preferences; and, if you add them, your birth details. We never see or store your payment-card details: on polarfate.com Stripe processes card payments for our billing provider, RevenueCat, and in the iPhone app Apple handles billing.
Your account
- How do I sign in? I don't have a password
- There isn't one. Sign-in is passwordless — use Apple, Google, or a one-time code emailed to you. So there's no password to forget, and nothing to reset.
- My sign-in code never arrived
- Check your spam and promotions folders, confirm the address you typed, then request a new code. If nothing arrives, email us from the address you're trying to sign in with.
- How do I delete my account and data?
- Open Settings and choose Delete account (in the iPhone app, it's under Danger zone). Your email, name, and sign-in identities are removed immediately. Your readings and Blueprint are held for up to 30 days so an accidental deletion can be recovered, then permanently erased.
- Does deleting my account cancel my subscription?
- No, so cancel it first or you'll keep being charged: for a plan bought on polarfate.com, use Manage subscription in Settings; for one bought in the iPhone app, use Apple's Manage Subscriptions. Already deleted? Email support@polarfate.com and we'll help. Note that signing up again later with the same email creates a brand-new account; earlier readings are not reattached to it.
Still need a hand?
We read every message that comes in.
Email support@polarfate.com