Support
Write to support@kontaks.io. We answer in English, and we aim to reply within two business days.
What support can do, and what it cannot
Kontaks support is advisory. It is never operative. We can explain, diagnose, and walk you through something. We cannot revoke, restore, delete, unblock, reinstate, or change anything on your behalf.
That is deliberate, and it is one of the stronger security properties in the product. In most services, the support desk is the softest way in: someone convincing enough on the phone can have your account handed to them. Kontaks has no such lever, because there is no account action a support agent can take at all. Someone impersonating you to our support gets exactly what you would get — an explanation.
The corollary is the part people find surprising: because support cannot act, support does not need to know who you are. We do not ask you to prove your identity, because there is nothing we could do differently if you did.
Getting help from inside the app
This is the path that lets us actually diagnose something. In Kontaks, go to Settings → Support → Share diagnostics. The app produces a short code, and you read that code to us.
What a diagnostics bundle contains
App version and build, platform and OS version, device model, whether the device is Primary or Secondary and whether its keys are hardware-backed, your plan, your device count, connection statistics (call setup times, how often a relay was needed, what failed), and recent error logs symbolicated on your own device.
What it never contains
Message content of any kind. Contacts, names, or your contact count by name. Route identifiers or any key material. Group names or membership. Anything at all that identifies who you talk to.
If you have lost your device
This is the hardest case and it is worth being direct about it. Almost none of it is solved by us knowing who you are.
| What happened | What to do |
|---|---|
| Lost your phone, and you had a backup | Set up Kontaks on a new device and restore from iCloud or Google. Your contacts come back. Write to us if the restore does not find your backup and we will work through the iCloud Keychain or Block Store settings with you. |
| Lost your phone, and you had no backup | Your contacts are gone. We do not hold the key that would decrypt them, so there is nothing we can restore. Knowing who you are does not change this. You will need to pair again with the people you want to reach. |
| Your phone was stolen and you want it cut off | Set up a new device from your backup, then revoke the stolen one from there. We will not revoke a device on request, from you or from anyone claiming to be you — support-initiated revocation would be an attack, not a feature. |
| You want your data deleted | Set up a device from your backup and use “delete everything.” Undelivered messages expire on their own within seven days regardless. See deleting your data. |
| Billing, a refund, or cancelling | Apple and Google handle all billing and can identify you as a customer properly. We cannot, and we cannot issue a refund or cancel a subscription. Use the App Store or Google Play subscription settings. |
Your Support Reference
Kontaks generates a random Support Reference at first launch and keeps it with your backup, so restoring a device restores it too. Quoting it lets us look up technical state — how many devices are on your keyring, which plan you are on, app versions, when each device was last seen.
It grants no access, so someone who steals it gains nothing, and it carries no identity: no name, no email address, nothing personal. It exists purely so we can help someone who has restored a device and is still stuck.
Reporting abuse
Delete the contact first. That is the strongest remedy available and it does not need us: it destroys the line in both directions, immediately and permanently, with no notification to them and no way for them to appeal or restore it. Nothing we could do for you is stronger or faster.
Then report them, from the conversation in the app. A report carries what you choose to include. We cannot read your messages, so we act on the account-level signal rather than on the content of your conversation, and we remove access from devices where we have credible grounds — particularly where a child has been endangered. The acceptable-use section of the terms sets out what is not allowed.
Something wrong with this website
Broken link, wrong information, an accessibility problem: write to support@kontaks.io and say which page.
Support cannot help in an emergency
Kontaks cannot call 911 or any other emergency service, and neither can our support desk. If you are in danger, use your regular phone service.
Contact
Support: support@kontaks.io
Privacy: privacy@kontaks.io
Legal: legal@kontaks.io
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