Support
Something wrong? Write to us.
There is no ticket portal and no bot. Email goes to a person at SimpleHaven Technologies LLC, and a person answers it.
Contact
Email: [email protected]
We aim to acknowledge every email within two business days and to give you a real answer — a fix, a workaround, or an honest “we do not have this solved yet” — within five business days. We are a small company in Texas, so replies land during US Central business hours.
Bug reports
What to put in a report
You do not have to include all of this. But every item you add removes a round trip, and the first four are usually the difference between a fix this week and a fix next month.
- What you did, in order. “Scanned the kitchen, tapped Done, tapped the living room in the Rooms list.”
- What you expected, and what happened instead.
- Your device and iOS version. Settings → General → About.
- The SimpleHaven build number. Settings → About inside the app.
- A screenshot or a short screen recording. For anything about how the model looks, a recording that moves the camera is worth far more than a still — a lot of render problems only show up from certain angles.
- Whether it happens every time or you saw it once.
- Whether it survives leaving and re-entering the home, and whether it survives force-quitting the app. That single detail rules out about half the possible causes.
Please do not send us anything you would not want us to have. We do not need your address, your Apple Account password, or photographs of anything private. If a report needs your room scan to be reproducible, we will ask you first and tell you exactly what the file contains.
Common questions
Answers
Which iPhone and iPad models can scan?
Scanning needs the LiDAR Scanner: the Pro and Pro Max iPhone models from iPhone 12 Pro onward, and iPad Pro models from 2020 onward. iOS 18 or iPadOS 18 or later is required. On a device without LiDAR, the app still opens and shows homes that synced from your iCloud — it just cannot start a scan.
Do I need Apple Home accessories to use it?
No. The 3D model of your home works on its own. Accessories add control on top of it.
Does my scan leave my phone?
Only to your own iCloud, so that it reaches your other devices. It is stored in your private CloudKit database, which is part of your iCloud storage. We have no read access to it and no server holding a copy. See the privacy policy and security page.
What is free, exactly?
You can scan as many rooms as you like on the free tier and nothing is thrown away. One room renders in full, up to 650 square feet, and you can place and control your accessories in it. Any other room you scan stays locked until you buy SimpleHaven Lifetime for $29.99 one time. If your one free room is itself larger than 650 square feet, it renders locked as well, and the app tells you so. The free tier also covers one home — creating a second home is part of the paid unlock.
Is it a subscription?
No. $29.99, once, as a non-consumable in-app purchase. It does not renew. There is no trial.
I bought it, then reinstalled. How do I get it back?
Open the app, go to the unlock screen and tap Restore Purchases. Any device signed in to the same Apple Account gets the unlock back. If it does not, email us with the date of purchase and we will help you work it out with Apple.
How do I get a refund?
Apple handles all App Store refunds — we cannot issue one directly. Request it at reportaproblem.apple.com. If you think something in the app misled you into buying, tell us; we would rather know.
The model got something wrong.
Open the room editor and change what came out wrong. If a room is wrong in more ways than it is right, you can rescan that one room instead of the whole house. Rescanning a room replaces what was captured there, so furniture corrections you made in that room do not carry over to the new version of it. Anything you cannot fix from inside the app is worth an email — a specific report about one room tells us far more than a general one, and it is how most of our corrections get found.
Can I scan a house across several days?
Yes — you can stop and come back. You do not have to finish a whole house in one session, and nothing you have already captured is lost when you stop.
Can it do more than one floor?
Yes, up to four floors.
I opened the app away from home and it says I have no devices.
Apple Home needs a home hub — a HomePod or Apple TV that stays at the house — to reach your accessories when you are not on your home Wi-Fi. Without one, Apple returns an empty list and there is nothing SimpleHaven can do about it. Your 3D model still opens.
My accessories are not showing up at all.
Check Settings → Privacy & Security → HomeKit on your device and confirm SimpleHaven is allowed. Then confirm the accessory appears in Apple’s own Home app — if it is not there, SimpleHaven cannot see it either. If both are fine and it is still missing, email us the accessory type and its maker.
How do I delete everything?
Delete a home in the app and it is removed from your device and from your iCloud. There is nothing held on our side to delete, because your scans never come to us. If your device cannot reach iCloud at that moment, the app tells you rather than pretending the delete finished. To remove the app’s access to your accessories, turn SimpleHaven off under Settings → Privacy & Security → HomeKit.
Something in the app looks wrong but it fixes itself when I leave and come back.
Please still report it, and say exactly that. Self-healing bugs are real bugs and that behavior is a strong clue about the cause.
Other channels
The right address for the right thing
Support and bugs
Anything about using the app, purchases, or something that does not work.
[email protected]Privacy requests
Access, deletion, correction, or a question about how data is handled.
[email protected]Security disclosure
A vulnerability, or anything that looks like one. See the security page.
[email protected]