Support
Let’s get you back to a calmer choice.
Quick answers first. If something still isn’t right, write to us — a real person reads every message.
Before you write
Most problems are fixed by these three checks:
- Pauseway still has Screen Time access (open Pauseway — it will ask if not).
- Your apps still appear on Home. If not, tap Edit and choose them again.
- In Settings, tap Check protection now.
Contact us
Tell us your iPhone model, iOS version, and what happened. We usually reply within two business days.
jaykaysm@gmail.comPlease don’t send passwords, payment details, or screenshots that show private information.
Getting started
What do I need?
An iPhone on iOS 26.5 or later. Pauseway uses Apple Screen Time, so the first time you open it, iOS asks you to allow Screen Time access for Pauseway. No account is needed.
How do I choose which apps to pause?
During setup, or later from Edit on Home or Settings → Paused apps, Apple’s picker opens. Use its search to find each app and tick it. Pauseway keeps individual apps only; if you tick a whole category or a website, it is dropped and Pauseway tells you.
Why can’t Pauseway show me a list of my installed apps?
For privacy, Apple only lets you choose apps in its own picker and gives Pauseway a sealed token for each one. Pauseway never learns the names — which is also why it can’t pre-select apps for you.
Shields & passes
A selected app opens without the shield
Open Pauseway. If Screen Time access was turned off, it will ask you to allow it again. Then check that the app is still on Home and tap Settings → Check protection now.
If a Social Pass is active, the shield is lifted on purpose until the pass ends.
How long does a Social Pass last?
You pick 10, 20, or 30 minutes on Home or in Settings. Those are minutes of real use inside the apps you paused, added together. Time spent in other apps — or with the phone locked — doesn’t count, so a 20-minute pass can stretch over a longer stretch of the day.
I changed the pass length but my current pass didn’t change
That’s expected. A new length applies to your next pass so a running pass can’t be stretched.
Continue didn’t take me back to the app
Apple doesn’t let any app open another app from a Screen Time token. After the pass starts, tap the back link in the top-left corner of the screen, or swipe up to the App Switcher.
How do I end a pass early?
Open Pauseway and tap End pass and re-shield. Your apps are paused again right away.
I didn’t get a notification when my pass ended
Pauseway asks to send notifications when you start your first pass. If you declined, turn them on in iOS Settings → Notifications → Pauseway. The shield returns either way — notifications are only a heads-up.
The minutes next to my apps look different from Screen Time
Apple calculates those numbers inside a private sandbox, for today in your local time zone. They can lag a few minutes behind iOS Settings. A dash means Apple hasn’t supplied a number yet.
Free plan & ads
I watched an ad but no pass started
A pass starts only when Google confirms the reward, which requires watching the ad to the end. Closing it early, a network drop, or a failed ad leaves your apps paused — that’s by design so a pass is never granted by accident. Try again on a stable connection.
It says no ad is available
Sometimes Google has no ad to show for your region or time of day. Wait a little and try again. If you’d rather never depend on ads, Pauseway Pro replaces them with a five-second pause.
Do I have to allow tracking to watch ads?
No. You can decline Apple’s tracking prompt and still watch ads and get passes. Ads may just be less relevant.
How do I change my ad privacy choices?
In regions where Google requires it, Pauseway shows Settings → Ad privacy choices, which reopens Google’s consent options. Tracking can be changed any time in iOS Settings → Privacy & Security → Tracking.
Pauseway Pro & billing
What does Pro change?
Pro removes ads. Instead of an ad, you wait through a full five-second pause before each Social Pass. The shield and the choice stay — that’s the point.
I paid but Pauseway still shows Free
Make sure the iPhone is signed in to the Apple Account that made the purchase, then tap Restore purchases in Settings (or Restore on the Pro screen). If the app couldn’t reach the internet for three days, it falls back to Free until it can check again.
How do I cancel?
Go to iPhone Settings → [your name] → Subscriptions → Pauseway, and tap Cancel Subscription. Cancel at least 24 hours before the renewal date to avoid the next charge. You keep Pro until the paid period ends. Deleting the app does not cancel a subscription.
How do I get a refund?
Apple handles billing, so refunds are requested from Apple at reportaproblem.apple.com. We can’t see your payment details or issue refunds directly. See Apple’s billing support for other charge questions.
Privacy & data
Can Pauseway see what I do in my apps?
No. Pauseway never learns which apps you chose, and per-app minutes are drawn by Apple inside a sandbox the app can’t read. See the Privacy Policy.
How do I delete my data?
Everything Pauseway keeps is on your iPhone. Deleting the app erases it. For a subscription record held anonymously by RevenueCat, email us with the purchase date and plan and we’ll ask for it to be deleted.
How do I stop Pauseway completely?
Delete the app, or remove its Screen Time access in iOS Settings; either removes its shields. If you subscribed, cancel in your Apple Account too.