Connection: support

Connection support
Effective 26 October 2026.

Contact Moola support (https://project-moola-401d0.web.app/support) for help. Include the Connection version shown at the bottom of Settings, your phone and system version, the flight number and date, what you expected and what happened. Never send a sign-in code, payment card details or a boarding pass image. We aim to respond within five working days. Support correspondence is kept for 12 months after the issue closes, except for an unresolved dispute or legal obligation.

If a flight cannot be found, add it by route instead: choose the airports and enter the times from your booking. If live times stop moving, the aircraft may be out of range of the volunteer receivers that supply open data, often over oceans. With "Use my phone's position on board" on and location allowed, your phone keeps the estimate current in the air without wifi. Keep the app open in the window seat or on your tray table for the best signal; GPS does not work everywhere in a cabin.

A verdict uses the walking and passport times shown on the change. If you know your gates or the airport, adjust them on the change and the verdict updates. Plan B lists flights seen operating the same route recently; it does not know seats or fares. On one ticket, show it to your airline's transfer desk.

For account recovery, sign in again with the same option you used before: Apple, Google or your mobile number. A different option can open a different account. For a missing unlock, sign in to the same store and Connection accounts used when buying, then choose Restore purchases in Settings or on the unlock screen. A pending payment or approval unlocks only after the store confirms it. Do not buy again to fix an error. If needed, send support only the store order reference and the email address or mobile number linked to your account. The original store's refund rules and your statutory rights apply.

If alerts do not arrive, check that notifications are allowed for Connection in your phone's settings and that you are signed in. Alerts need the unlock and a network connection on the phone that receives them.

To delete your account in the app, open Settings, Account, then Delete my Connection account. Without the app, contact Moola support at https://project-moola-401d0.web.app/support and ask for Connection account deletion. We verify ownership, explain what is retained and aim to complete support deletion within 30 days. A queued request is not a completion confirmation.