Getting hold of us
Write to springvibe77@gmail.com. A person reads it. We aim to answer within two working days, and usually sooner.
It helps enormously to include: what you were doing, what happened instead, your app version and build number — both are at the foot of About, inside the app — and your iPhone model and iOS version. A screenshot is worth three paragraphs.
Please do not send us your password, your recovery phrase, or a screenshot containing either. We will never ask for them.
The questions we are asked most
I have a new phone. Install 5D, sign in, and open the app on your old phone if you still have it — a phone that already holds your pairing's key is what gives it to a new one. If your pairing is not sealed and you no longer have the old phone, write to us and we can restore your access. If it is sealed, we cannot: that is what sealing means, and it is worth knowing before you seal.
My partner and I want to pair. One of you creates the pairing and sends the invitation link from inside the app; the other opens it, signs in, and enters the code. A pairing is two people and cannot hold a third.
How do I stop, pause, or end a pairing? All three are in the app, under your pairing's Data tab. Pausing (“Let's pause a bit…”) keeps everything and needs both of you to resume, though whoever paused can undo it alone until the other asks to come back. Securing the vault destroys our copy of your key, permanently, and takes both of you agreeing. Deleting everything you share (“Break up for good”) takes 14 days and tells you both; whoever asked for it can call it off in that time, and the other can ask them to. See the privacy policy for exactly what that does and how long an encrypted backup keeps a copy.
Can we get our history back if something goes wrong? Usually, yes. Every month we take a snapshot of your pairing, and you can take one yourself at any time under the Data tab — before a phone change, say. You can browse any snapshot on your phone first, read-only, to see what it held. Restoring one puts back whatever has gone missing since it was taken, without touching anything you have added since; one of you asks and the other agrees. We keep your newest 6 monthly snapshots, and the ones you take yourselves for 5 years or until you remove them. The one thing a restore does not bring back is a photograph or video you deleted: it is removed from our live storage and our own archive the moment you delete it, and lingers in our cloud archive for up to 30 days, in which time you can write to us if it was a mistake. The privacy policy says exactly what a snapshot holds.
Something is not working since the last update. Tell us the build number from About and what you were doing. If a build is broken for everybody we would rather know within the hour.
How do I delete my account? In the app, under your pairing's Data tab. It happens 14 days after you ask, and signing in again before then calls it off — so if you change your mind, you do not need us. It also asks for the shared data of every pairing you are in to be deleted on the same clock: your partner can ask you to keep it, but only you can answer, so if you do not, it goes. The privacy policy sets out what is removed and when. Write to us if you would rather we did it.
Reporting a security problem
Write to springvibe77@gmail.com with “security” in the subject line. Tell us what you found and how to reproduce it; please do not test against anybody else's pairing. We will acknowledge it and keep you informed, and we are glad you looked.
Billing
Subscriptions are bought and managed through Apple, not through us. To change or cancel one, open Settings on your iPhone, tap your name, then Subscriptions. Refunds are Apple's to give — reportaproblem.apple.com — though if something went wrong at our end, tell us and we will help you make the case.