Need help with Filomi? You are in the right place. Filomi is published by Viframe, an independent software studio. We read every message and reply in person.
Contact us
Email hello@viframe.ai and we will get back to you, usually within 1–2 business days.
To help us solve your issue faster, please include:
- The iOS version and device model you are using
- A short description of what happened and what you expected
- A screenshot, if the problem is visual
- For chart-reading problems: the chart's designer or shop (please do not send the PDF unless you have the right to share it)
Purchases
From version 1.0.5, Filomi includes 1 free chart with every feature (the sample chart does not count). If you started with an earlier version, you keep your 3. Each chart you add uses one. If you delete a chart before marking any square, it comes back; after you have marked a square, it does not. Filomi Pro (unlimited charts and iPhone–iPad sync) is a one-time purchase: you pay once, and there is no subscription to manage or cancel.
- Refunds for App Store purchases are handled by Apple. Request one at reportaproblem.apple.com.
- Restore purchases: if you reinstalled the app or moved to a new device, open Filomi → Settings → Restore purchases while signed in to the same Apple ID.
Your charts and progress
Your charts and progress are stored on your device and backed up to your own iCloud, so a new or reset device picks them up when you sign in with the same Apple ID. The app works without an account. For details, see the Privacy Policy.
Settings → Delete my data removes all project data Filomi has stored on the device and in its iCloud copy. Your Filomi Pro purchase stays with your Apple Account; restore it from Settings → Restore purchases.
Common questions
My chart was not read automatically. Automatic reading works best on digital (vector) PDFs from designer software. From version 1.0.7, a chart that is a picture (a photo, a screenshot or a scanned PDF) is also read on its own when its color key is on the page. If a picture can't be read, Filomi asks you to place the grid by hand: drag the two corner handles and enter the number of columns and rows. If a chart fails, tell us the designer or shop so we can improve support.
Does Filomi track backstitch? Yes, from version 1.0.7. When a chart has backstitch, Filomi draws the lines over the squares and a Backstitch button appears in the chart's toolbar: tap a line to mark one stitch, drag along it, or hold it to mark the whole line. Backstitch counts in your progress and in each thread's total. Charts you already have get their backstitch the next time you open them.
My progress is missing on my iPad. Syncing between devices is part of Filomi Pro. Make sure both devices use the same Apple ID, iCloud is on for Filomi, and sync is enabled in Filomi's Settings.
I bought Pro but it is not unlocked. Open Filomi → Settings → Restore purchases while signed in to the Apple Account you bought it with. If it still does not unlock, write to us with the date of purchase.
Still stuck?
Write to hello@viframe.ai. A real person from the team will answer — we would rather fix the problem than leave you guessing.