Support

Write to the address at the bottom of this page. A person reads it, and we reply within three working days.

What we can help with

• Getting into your account when the one-time code does not arrive.
• A Response or a Moment that will not load, a recording that failed, a Nudge that did not come.
• Turning contact sync off from our side if the app cannot reach us, or removing an older Facebook or Instagram connection. New Facebook and Instagram connections are not available.
• A copy of your data for a data access request, including your Bond, which is not in the in-app download.
• Cancelling a deletion you started, if you cannot sign in to cancel it yourself.

Tell us the e-mail address on your account, the iPhone and iOS version, and roughly when it happened. Do not send us a screenshot of another person’s Response.

What we cannot do

• Grant another view of someone’s Once Response. You can ask its sender to Keep it; the sender can choose Keep, Once more or No thanks. Support cannot make that choice for them.
• Read a Response to tell you what it said. We do not have a way to look at one, except on a report, and then only the Response or Reply that was reported.
• Show you your Bond, or anyone’s. It is written once and never shown again, not even to the person who wrote it. A formal data access request is handled separately, as described above.
• Tell you what we decided about someone you reported. We tell you the report was looked at, and nothing about another person.
• Give you back an account after the 30-day deletion window has run. Coming back needs a new account. Account creation follows the availability shown in the app.

Reporting something

Report is in the menu on every Moment, every Response, every Reply, in Circle Settings and on a Friends row. A report opens a case, and reports are reviewed within 24 hours. Most cases are decided without opening anything; when a case needs more, one person on our team opens what was reported, and only that. The Terms say how, in section 8. You can also write to the address below if you cannot open the app.

Blocking someone

Use Block on a friend’s profile, a Friends row or in Circle Settings. They are not told. Blocking ends the friendship and hides your individual Thread and profiles from each other. It does not hide your Responses in Circles you share; the app reminds you before you respond.

To unblock, open Settings, then Privacy, then Blocked people. Unblocking does not restore the friendship. Report separately if you want our team to review something.

Invite links

Install Moments, then open the Invite link again. There is no invitation code to type. An app Invite lasts 30 days and can admit up to 15 people. A Circle link lasts 7 days and may require approval, have a join limit, or be revoked. Ask the sender for a new link if needed.

A Moments Invite does not grant TestFlight access. During testing, the test organizer sends that separately. Creating an account without an Invite depends on the availability shown in the app.

A vulnerability in our systems

That has its own page and its own address.