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Help

CityFrame Support

Something broken, a question about your subscription, or a spot that should not be on the map? Write to us and a human answers.

Support is available in English, French and Spanish.

Contact us: hi@cityframe.io

We reply within 2 business days. Reports of abusive or illegal content are handled within 24 hours.

Contacting support

Email hi@cityframe.io from any device. To help us answer faster, include:

  • The email address on your CityFrame account
  • Your device and OS version (for example, iPhone 15, iOS 26.2)
  • The app version, shown at the bottom of Account → Settings
  • A screenshot, if something looks wrong on screen

You can also reach us from inside the app: open Account → Settings → Contact support, which pre-fills those details for you.

Subscriptions & billing

CityFrame is free to use. CityFrame Pro is an optional auto-renewing subscription that unlocks the full spot library, advanced filters, and unlimited shoot plans. It is offered as a monthly plan and an annual plan.

Subscriptions are billed by Apple or Google, not by us, so purchases, renewals, cancellations and refunds are managed through your store account.

Cancel or change your plan

  • iPhone / iPad: Settings → tap your name → Subscriptions → CityFrame → Cancel Subscription. See Apple's instructions.
  • Android: Play Store → profile icon → Payments & subscriptions → Subscriptions → CityFrame → Cancel.

Cancelling stops the next renewal. You keep Pro access until the end of the period you already paid for.

Restore a purchase

Signed in on a new device and Pro is missing? Open the CityFrame paywall and tap Restore purchase, making sure you are signed in to the same Apple Account or Google account that bought the subscription.

Refunds

We cannot issue store refunds ourselves. Request one from reportaproblem.apple.com (Apple) or from Play Store → order history (Google). If the charge was caused by a bug on our side, email us and we will support your request.

Account & data deletion

You can delete your CityFrame account and its data at any time from Account → Settings → Delete account. Deletion removes your profile, your saved collections, your shoot plans and the photos you uploaded.

If you cannot access the app, email hi@cityframe.io from the address on the account and we will delete it for you.

Deleting your account does not cancel your subscription — cancel it in the store first, using the steps above.

For access, correction, portability or any other data request under the GDPR, see our Privacy Policy or write to the same address.

Reporting a spot or a user

CityFrame's map is built by its community, so some content is submitted by other people. If you see something that should not be there:

  • A spot: open it, tap the menu in the top-right, then Report. Use Suggest an edit instead if the details are simply out of date.
  • A person: open their profile, tap the menu, then Report or Block. Blocked accounts can no longer contact you or see your activity.
  • Your own property: if a spot shows private land or a photo you own and you want it removed, email us with a link to the spot. We remove it while we review.

Reports of abusive, unsafe or illegal content are reviewed within 24 hours and the content is removed if it breaks our Terms & Conditions.

Common questions

The map is empty or will not centre on me

CityFrame needs location access to show what is near you. On iOS, enable it in Settings → CityFrame → Location → While Using the App. The map still works without it — search a city by name instead.

Why are golden hour times different from my weather app?

We calculate sunrise, sunset and golden hour from each spot's exact coordinates and its own time zone, not from your current city. Times shown for a spot abroad are local to that spot.

Push notifications are not arriving

Check Settings → CityFrame → Notifications on your device, then Account → Notification settings in the app — both need to be on.

I cannot sign in

Use the same method you signed up with (email, Apple or Google). If you signed up with Apple and hid your email, sign in with Apple again rather than with an email address.

Can I add my own spot?

Yes. Tap the + tab and follow the four steps: location, logistics, visuals, review. Only add places you are allowed to photograph, and mention any permit that is required.

CityFrame is published by AequiNovare OÜ. Read the Terms & Conditions and the Privacy Policy.