Help
Email support@purlwise.app. Zac reads every message and replies within 2 business days (Australian time).
The quickest way is Settings → Contact support in the app. It opens an email with your support code, the app version, your phone model and system version, and the last error the app saw, so we don't need to ask. You see all of it before you send.
Writing from somewhere else? Include your support code from Settings (it looks like 7F3K-92QD). It lets us find your credits and runs without knowing who you are.
Credits
What does a credit buy?
One pattern. Reading a pattern and seeing its sizes is always free. The credit is used when your cards for that pattern are first prepared, and it also covers one more preparation of the same pattern, for another size or a retry.
My preparation failed. Did I lose a credit?
No. A preparation that fails, times out or is cut off never uses a credit. Try again from the pattern.
Purlwise says it's busy
Purlwise limits how much work it starts at once and in a day. Nothing is charged when it says it's busy. Try again later; your choices are kept.
I got a new phone and my credits are missing
Your balance moves with you automatically when iCloud Keychain (iPhone) or Google backup (Android) is on. If it didn't, email us the store receipt for the credits you bought and the support code on your new phone, and we'll move the credits you hadn't used yet.
Can I get a refund?
Tell us what went wrong. We can add a credit to your balance, or if you'd rather have your money back, we'll refund it. Purchases made on iPhone are refunded by Apple at reportaproblem.apple.com. Purchases made on Android we refund for you.
Cards
A card looks wrong
Cards are made with AI and can be wrong, so check against the original page, which is one tap away on every card. Then tap Something's wrong here on the card. If we confirm the mistake, a credit is added to your balance. You can also choose to send the whole pattern so we can test the fix; that's off unless you tick it.
The pattern itself has a question in it
We can't help with knitting technique or a pattern's own errors. Those are best asked of the pattern's designer.
Try it first with the sample hat
Purlwise comes with a sample hat whose cards are already prepared, in three sizes: on Patterns, tap Knit the Medium hat. To see what Purlwise does with a PDF of your own, save the sample hat's PDF and import it. As with any pattern, reading it and seeing its sizes is free.
Your data
Where are my projects kept?
On your phone. On iPhone, projects, progress and cards also sync through your own iCloud, which we can't see. PDFs stay on each device and never sync.
Stop Purlwise reading PDFs
Turn off Settings → Read PDFs with Claude. Nothing more is sent, and the patterns our service still holds for you are deleted. Your credits and the cards on your phone stay.
Erase everything
Settings → Erase my Purlwise data deletes what our service holds for you, the data on your phone and, on iPhone, your iCloud copy. Any credits left are lost, so the app warns you first. See the privacy policy for what erasing can't undo.