Support
Support
Questions, bug reports, and account help for PrivaMesh.
Contact us
Email privamesh@proton.me. We reply within 2 business days, in English or Russian.
To help us answer faster, include your device model, your iOS version, and what you were doing when the problem happened.
Never send us your 12-word recovery phrase. We will never ask for it, and anyone who does is trying to steal your account.
Frequently asked questions
I reinstalled the app / got a new phone. Where are my chats?
Contacts and chat history are stored only on your device and are never uploaded anywhere, so they cannot be transferred to a new device. Entering your 12-word recovery phrase restores your identity and handle, so people can reach you again, but past conversations stay on the old device. This is a deliberate privacy property, not a bug.
I lost my recovery phrase. Can you restore my account?
No. There is no account server and no copy of your keys anywhere but your device. Without the phrase the account cannot be recovered by anyone, including us. Write the phrase down and store it offline.
How do I sign in on a new device?
On the welcome screen tap "Restore from recovery phrase", enter your 12 words in order, then set a passcode. Do not tap "Create account" - that generates a different, empty account.
How do I add a contact?
Tap + on the main screen and either scan the other person’s QR code or search for their handle. Both sides must add each other before messages can flow.
A message will not send.
Check that you are online, that the contact has been added successfully, and that you still have messages left in your allowance (shown at the top of the main screen). If sending still fails, email us with the time of the attempt and we will look into it.
How do I manage or cancel a subscription?
Subscriptions and message packs are billed by Apple. Open the iOS Settings app, tap your name, then Subscriptions to change or cancel. Refunds are handled by Apple at reportaproblem.apple.com.
How do I delete my account and data?
Profile, then "Reset account", erases the keys, contacts and message history from the device. Because nothing is stored on a server, that removes everything there is.
How do I report abuse or a security issue?
Block the contact from their profile screen, then email privamesh@proton.me with details. For security vulnerabilities, write to the same address with "security" in the subject line.
Subscription refunds are handled by Apple, not by us — use reportaproblem.apple.com. For anything else, email privamesh@proton.me.