Photohawk Friends & Family support
Help with Friends & Family. If your question isn't answered here, email us: a real person reads every message.
Friends & Family help centre: Step-by-step answers about getting started, your face data, scanning, people, sharing and chats, and plans.
Contact us
Email support@photohawk.com from the address you use for Friends & Family, and tell us what you were doing and what happened. We aim to reply within two working days.
Photohawk is a trading name of CLOUDCONCUR LTD (company no. 13399913), 23 Caldey Gardens, Ingleby Barwick, Stockton-on-Tees, TS17 5HW, United Kingdom.
Common questions
How do I cancel or change my subscription?
Subscriptions are billed by Apple and managed in your Apple ID: on your iPhone open Settings, tap your name, then Subscriptions, and choose Photohawk. Cancel at least 24 hours before it renews. Deleting Friends & Family or your account doesn't cancel a subscription.
How do I get a refund for a subscription?
Apple handles subscription refunds. Ask for one at reportaproblem.apple.com, or contact us and we'll help.
I paid, but Friends & Family doesn't show my plan.
Sign in with the same Photohawk account, then tap Restore purchases on the plans screen. It restores the subscription on the Apple ID you bought it with.
How do I delete my account?
In Friends & Family, go to Sharing and privacy and tap Delete account. Without Friends & Family, follow the steps on our account deletion page. Delete your account
What happens to the faces in my photos?
Grouping the people in your photos is what Friends & Family does, so it asks for your explicit consent first. Faces are found on your phone; to group them, small face cut-outs (never your photos) go to your own private face collection in our cloud service, where they are kept, encrypted with a key for your account alone, until you delete them. Tap Delete all face data in Sharing and privacy at any time to delete it, on your phone and in the cloud. Read the face data policy
Do my photos leave my phone?
Only when you share them, encrypted end to end so only you and the people you share with can see them, or when you order prints of them and agree to upload them for that order.
Something's wrong with my print order.
If an item arrives damaged, misprinted or doesn't arrive, email us within 30 days of delivery with your order number and we'll reprint it or refund you.