theSHFT is a small team. Email us and a person reads it, usually the same day.
Include your username and what you were doing when it happened. Never send us your recovery phrase or your PIN. We will never ask for either.
Your account lives on your 12 word recovery phrase, not on our servers. Install theSHFT, choose to restore, and enter the phrase to get your account back.
Without the phrase we cannot restore your account. That is not a policy we can make an exception to. We never hold your keys, so there is nothing on our side to recover from.
No. Messages, calls, video and voice rooms are end to end encrypted on your device before they leave it. We route them and cannot open them.
We do see routing data: which accounts exchange messages and when, plus display names such as usernames, group titles and your contact list. Content, names inside conversations and media are opaque to us.
The PIN unlocks the app on your device and is not stored anywhere we can reach. Restore from your recovery phrase and set a new one.
Email us with your device model, iOS version, the app version from Settings, and what you were doing. A screenshot helps. Bug reports go straight to the person who can fix them.
Settings has an account deletion option that removes your account and its server side data. Deletion asks for your PIN, which is how we confirm the request is really yours. Accounts have no email address on file, so if you cannot reach that screen, contact us from any address and we will help you work out the next step.
Report it in the app from the message or profile, or email us. Reports about child safety are reviewed as a priority.