Support
Answers to the questions that come up most, and how to reach a real person.
Something not working, or not answered here? Email and you'll hear back from the person who makes StepHaven.
Steps and points
My steps aren't showing up
- Check StepHaven can read your steps: open the Settings app, go to Health → Data Access & Devices → StepHaven, and turn on Steps.
- If you chose "Not now" when StepHaven first asked, tap the step counter at the top of the map to connect Health.
- Steps from an Apple Watch can take a few minutes to reach your iPhone. Open the Health app once to nudge it, then return to StepHaven.
Why do I have fewer points than steps in the Health app?
Your points are the steps you've walked since midnight on the day you installed StepHaven, plus any bonus steps from presents and boosters, minus what you've spent in the shop.
Steps typed into the Health app by hand don't count. Only steps your iPhone or Apple Watch recorded do, so every haven is built on real walks.
Do I need an Apple Watch?
No. Your iPhone counts steps on its own while it's in your pocket or bag. If you also wear an Apple Watch, Apple Health combines the two.
How do step boosters work?
A booster multiplies the steps you walk while it's running. Switch one on from the gift panel (tap +, then the gift). Only one runs at a time, so save the big ones for a long walk.
Building
I removed something. Did I lose it?
No. Removing an item with the trash tool puts it back in your inventory, ready to place again. Points are only ever spent in the shop.
Where's the full guide?
Tap +, then the gear, then How to Play under Settings. It covers building, the Workshop, levels, presents, havens and seasons.
StepHaven+
How do I restore StepHaven+ on a new iPhone?
Open the StepHaven+ screen (tap +, then the gift, and scroll to the StepHaven+ card) and tap Restore Purchases. Use the same Apple Account you bought it with.
How do I cancel my subscription?
Subscriptions are managed by Apple. Open the Settings app, tap your name, then Subscriptions → StepHaven+. Cancelling stops the next renewal; you keep StepHaven+ until the end of the period you've paid for.
Nothing you've built or bought with steps is taken away if your membership ends.
Can I get a refund?
Refunds are handled by Apple, not by StepHaven. Request one at reportaproblem.apple.com.
Havens, backup and friends
Will my haven come with me to a new iPhone?
Yes, if you're signed in to iCloud. StepHaven backs up your havens and progress to your own iCloud. On the new iPhone, sign in to the same iCloud account, install StepHaven, and it will offer to bring everything back when you first open it.
How do I build with a friend?
- Tap +, then the gear, to open Havens.
- Tap New Shared Haven and send your friend the six-character code.
- Your friend opens Havens, taps Join with Code, and enters it.
You both need to be signed in to iCloud. You'll be asked to agree to the community rules first, and the haven's creator approves each request to join. Changes reach each other within seconds when you're both online.
How do I leave or delete a haven?
Open Havens, then swipe left on the haven or press and hold it. You can leave any shared haven; the things you placed stay for your friends, and your keepsakes come back to you. Deleting a haven of your own packs everything in it back into your inventory. You can't delete the haven you're currently in, so switch to another first.
Community rules
Shared havens are for friends. Everyone agrees to these rules before starting or joining one:
- Be kind to the people you build with.
- No names or builds meant to offend, harass or frighten anyone.
- No hateful, sexual or violent content.
There is no tolerance for objectionable content or abusive players. Names that players can see (player, haven and pet names) are checked by a filter, and names it catches are never shown to friends.
How do I report, hide or block someone?
Open Havens and press and hold the shared haven:
- Report a Member sends us an email naming that player and haven. You can also write to us at the address above.
- Hide a Member stops showing their name and what they build on your iPhone. Undo it in Settings → Shared Havens.
- If you created the haven, Remove a Member or Block a Member takes them out; a blocked player can't ask to join any of your havens again.
We read every report within 24 hours and act on it, for example by taking down the haven's invite code and name from our servers so no one else can find or join it, and by adding words to the name filter.
Privacy
What happens to my step data?
It stays on your iPhone. StepHaven uses it to work out your points and never sends it anywhere. The full details are in the privacy policy.
How do I delete my data?
Delete havens from the Havens screen. To remove everything StepHaven has stored in iCloud, open the Settings app, tap your name, then iCloud → Storage → StepHaven. Deleting the app removes everything on your iPhone.