Help and support
Stuck, found a bug, or have an idea? Here's how to reach us, and answers to the questions we get most.
The quickest way to get help
If you can sign in, open a support ticket in the app. It goes straight to our queue, the reply arrives in the app, and the whole conversation stays in one place. Tickets from Pro members are answered first.
- 1Open Settings
- 2Go to Support
- 3Pick a topic and send
1. Ways to reach us
For anything about your account: bugs, sign-in trouble, billing, feature requests or feedback. You can have up to 6 open tickets at a time.
Sign in to open a ticketCan't sign in, or don't have an account yet? Email us. If you have an account, include your username so we can find it.
[email protected]Problems with the browser extension? Email us with your browser, the extension version and the site you were watching on.
Email about the extension2. Common questions
I forgot my password
On the sign-in screen, choose Forgot password and enter your email. We'll send you a code that works for 10 minutes.
Your messages are end-to-end encrypted with keys locked by your password. If you reset it on a device where you're not already signed in, older messages may no longer be readable, and we can't recover them for you.
My verification or reset code hasn't arrived
Check your spam or junk folder. Codes expire after 10 minutes, so if it's been longer, request a new one. Still nothing? Email us from the address on your account.
Can you read my messages, or get them back for me?
No. Messages and files are encrypted on your device before they reach us, so we can't read them and we can't restore them. The privacy policy explains what we can and can't see.
A chat is asking for my password
Pro Secure chats keep their key locked on each device until you enter your password. Enter it once and the chat opens as normal.
How do I get Pro?
Open Settings in the app and choose Request Pro upgrade. We'll get back to you to set it up. See the plans for what's included.
Someone is bothering me
Block them from their entry in your friends list. Once blocked, they can't message you. To report abuse, open a support ticket or email us with their username and what happened.
How do I delete my account?
Go to Settings and choose Delete Account. Your profile is removed and the messages you sent are deleted from our servers. This can't be undone.
What does the Watch Party extension collect?
Only what it needs to keep a party in sync, and only while you're in one. The extension privacy page has the details.
3. What to include
A few details help us sort things out faster:
- Your username, or the email address on your account
- The device and browser you're using, for example iPhone with Safari or Windows with Chrome
- What happened, what you expected to happen, and roughly when
- A screenshot if it helps, with other people's messages and personal details covered
4. Reporting a security issue
Found a vulnerability? Email [email protected] with Security in the subject line, and tell us what you found and how to reproduce it. Please give us a fair chance to fix it before sharing it publicly, and don't access or change other people's data while testing.