Support

Getting help, without giving anything away

Kulraise holds a child's pocket money and, in some families, her blood-sugar record. So the rule underneath all of this is simple: nobody can open your family unless you hand them a key, and you can take it back whenever you like.

Who it is for

Parents in India already giving pocket money and doing the sums in their head.
Children roughly eight to sixteen — old enough to want the money, young enough that you still approve what they spend it on.
Households where the same three things get asked for every single day.
A child with a condition whose routine you are already tracking in a notebook or a photo.

Who it is not for

Anyone wanting a real card or a real bank account. It records the pocket money you already give; the funds are a simulation.
Families who want to fine a child. No habit can ever cost money here.
Anyone looking for medical advice. Kulraise keeps the log; targets and doses come from your doctor, and it never calculates one.
Parents who want to read a child's private notes or messages. There is no such door and there will not be one.

How it goes

1
Ask, from inside the app
Settings → Help has a box for a question. It reaches us and opens nothing at all — no habits, no money, no health, no messages. Most things are sorted here, and it is the right first move whenever you can still sign in.
2
Give a key, only if we need one
If fixing it means touching your family, we will ask you for a support key. A parent creates it on the same screen, chooses look-only or look-and-fix, chooses how long it lasts, and can close it in one tap. We can never make one for ourselves.
3
Watch what happens
Every time somebody opens your family it is written down with their name and shown to you in plain words on that same screen. Not an event log — sentences. Closing the key stops all of it immediately.

If nobody can sign in

This is the awkward one, and it is worth reading before it happens to you. A support key is created from inside the app — which means a family locked out of the app cannot make one. For years the honest answer to “we are all locked out” would have been that there is nothing we can do.

So there is exactly one exception. The person who runs Kulraise — nobody else on the team — can create one password reset link without a key, having written down why. It works once and expires in two hours.

It opens nothing else. Not habits, not money, not health, not messages, not the support panel. And you are told: it appears on your Help screen permanently, with the reason written out, alongside a list of what was not opened. If that ever appears and you did not arrange it, say so immediately.

Before that, try the ordinary routes: any parent who is still signed in can change the password from Settings → Security using the current one, and a child locked out of her PIN only needs a parent to reset it.

What a key opens

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Your family settings, who is in the family, and pocket-money balances.
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Whether notifications are reaching your phones — which is usually the actual problem.
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The last few money entries, so a missing payout can be found.
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With a full key: a one-time password reset link, a temporary PIN, a correction to a mistyped login email, a stuck payout run, a notification test, and a cleared PIN lockout.

What nobody can ever do

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Log in as you, or as your child. There is no such button, for anyone.
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Read a blood-sugar value, an insulin amount, a carb count or a food note. A full key shows the times entries were made, never what they said.
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Read a private message between a child and a parent. That rule lives in the database, not in the interface, and there is no override.
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Read a family post, a wish, or a note anybody wrote to anybody.
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See or change a PIN. We can set a temporary one that must be replaced on first use, and only with a full key.

These are not settings or promises about our intentions. They are how the app is built, and the tests that ship with it are mostly attempts to break them.

Two things that are not support problems

Reminders stopped arriving. Usually the app was removed from the home screen and put back, which silently drops the notification subscription. Turning reminders off and on again in Settings → Reminders fixes it, on each phone.

A habit did not tick itself. A habit only ticks automatically if it was linked to something — a sugar check, or a money action. The habit row says which, in words. If it says “ticked by hand”, that is what it will do.