Support Policy
How Grace Connect handles support requests, screenshots, diagnostics, and response expectations.
Last Updated: June 16, 2026
1. Support Contact
Users may request support inside the app where available or by emailing support@graceconnect.app. Privacy-specific requests should be sent to privacy@graceconnect.app.
2. Information Collected for Support
Support requests may include issue type, app section, impact level, summary, description, screenshots, attachments, device model, operating system, app version, build number, email address, user ID, church ID, and role information.
3. What Not to Send
Do not send passwords, full card numbers, bank login details, government identification numbers, unnecessary medical details, confidential counseling details, or private information about another person unless absolutely necessary for the support issue.
4. Response Expectations
Grace Connect will aim to respond to support requests in a reasonable time. Response time may vary based on severity, church administrator involvement, technical investigation, service provider response, and whether more information is needed.
5. Church-Level Issues
Some issues, such as member approval, role permissions, event details, giving link configuration, church announcements, and ministry group access, may need to be resolved by the church administrator rather than Grace Connect support.
6. Support Attachments
Support attachments should be reviewed carefully before upload. Screenshots may contain personal data. Grace Connect may delete or restrict attachments that include unnecessary sensitive information.