Support

What to write about

One address, a person on the other end. Use it for:

• App problems — sign-in, missing messages, notifications, anything broken.
• Account help — including deleting your account if you can't reach the in-app option below.
• Billing — a plan you paid for that isn't showing, or a charge you don't recognise.
• Privacy requests — access, export or deletion under GDPR/CCPA. Put "Privacy request" in the subject.
• Security disclosure — put "Security" in the subject and we'll route it straight to the engineering team.
• Firms & teams — workspace plans, staff seats, getting your practice set up.

Delete your account

You can delete your account and its data from inside the app — no email to us, no phone call, no form. Deletion is immediate and permanent.

TruCrypt for iPhone:

1. Open Settings (the gear tab).
2. Scroll to the bottom and tap Delete Account.
3. Confirm. Your account, profile, messages and keys are deleted and you are signed out.

TruCrypt Staff for Mac:

1. Open Settings from the sidebar.
2. Under Account, click Delete account….
3. If you own a company, choose whether to hand it to a colleague or delete it with your account, then type DELETE to confirm.

What deletion removes: your sign-in and profile, your device keys, the messages you sent, your conversation and Room membership, your push token and your security-event log. Companies you only worked for keep their own case records. Anything a recipient already downloaded to their own device stays on their device — we cannot reach into it. A subscription bought through the App Store is billed by Apple: cancel it in Settings → your name → Subscriptions on your iPhone, since deleting the account does not cancel the subscription.

Common questions

I forgot my password. On the sign-in screen tap Forgot password? and enter your email; we send a link to set a new one. Your password protects the account, not the encryption — resetting it does not put your old messages at risk.

I lost my device / got a new one. Your private keys are generated on your device and never leave it, so there is nothing on our servers we can restore for you. If you made a Key Backup in Settings before losing the device, restore it on the new device with the passphrase you chose. If you didn't, the account can be recovered but past encrypted messages cannot be decrypted — this is the cost of us not holding your keys.

My messages aren't arriving / notifications don't show. Check that notifications are allowed for TruCrypt in iOS Settings, that the app has been opened at least once since installing, and that you're on a working connection. If it persists, write to us with the approximate time of a missed message and we'll trace the delivery record for your account.

I was charged / I want a refund. All subscriptions are sold and billed by Apple, so we never see your card. Manage or cancel in Settings → your name → Subscriptions. Refunds are requested from Apple at reportaproblem.apple.com. Write to us if a plan you paid for isn't showing in the app and we'll fix the entitlement.

Can you read my messages, or recover them for me? No. Message content is encrypted on your device with keys we never hold. We can see that a message was delivered, not what it said. That also means we cannot recover deleted or undecryptable messages for anyone — including for law enforcement requests.

I'm setting up a firm / my staff need access. TruCrypt Staff for Mac is the desktop app for firms: staff sign in, an admin adds them to cases, and clients join a case by invite code from the iPhone app. Write to us and we'll help you get set up.

Company

Black Line Technology Inc.
100 Wilshire Blvd, Ste 700, Santa Monica, CA 90401, USA

See also our Privacy Policy and Terms & Conditions.