Last updated October 3, 2026

Support

This is the public support page for Candlestick — family phones on connecting.family and the Candlestick iOS app. If something is not working, or you need help getting started, we want to hear from you.

How to reach us

Email support@connecting.tel. We read every message. Include:

the email on your Candlestick account, if you have one;
whether you are using the iOS app, a Grandstream phone, or the website; and
what you expected and what happened instead.

If you already have an account, you can also sign in to the portal and call Support from the dialer.

Privacy questions: privacy@connecting.family. Legal questions: legal@connecting.family.

Common questions

How do I get started?

Buy a recommended Grandstream phone from the Store, plug it into your home internet, then sign in at start.connecting.family. Open Devices and scan the sticker on the phone. Grown-ups create the account; children can use phones on the family network without signing in.

The iOS app or a phone is not working

Confirm the device is on Wi‑Fi or cellular, that you are signed in with the family Account Holder, and that the line is assigned in the portal. If calls still fail, email us with the phone model (or that you are on iOS) and an approximate time of the problem.

Billing and account

Account Holders manage billing in the portal. Sign in and open Account. If you cannot sign in, email support from the address you used to create the account.

Children’s privacy

Children do not create Candlestick accounts. Grown-ups manage the family network. See our Privacy Policy for COPPA practices, including how to review or delete a child’s information.

Emergency calling

Emergency calling depends on device, network, and location. Do not rely on Candlestick as a substitute for traditional emergency arrangements where those are required.