Last updated October 3, 2026

Support

Get help with your Candlestick network, phones, or iOS app.

How to reach us

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

the email on your Candlestick account, if you have one;
the network name, if you already created 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 set up a network?

Sign in at start.connecting.family, create a network, add lines, then scan recommended Grandstream phones from the Store into Devices. Independent hosts can cover properties with one voice network; schools can invite parents; small businesses get a real number without enterprise telephony.

The iOS app or a phone is not working

Confirm the device is on Wi‑Fi or cellular, that you are signed in, 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), the network name, 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.

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.