Support and abuse reports
How to get started, what to send us when something does not work, and what happens when you report an account. CIPHERA is free for everyone: there is nothing to buy.
Contact
office@support-remote.org · stefan@support-remote.org — we answer in English or Romanian. Put CIPHERA in the subject line. Never send your recovery code or your app PIN, and do not send the content of other people's messages by e-mail: abuse reports go through the app (see below), where you choose exactly which messages to include.
Getting started
- Install CIPHERA Encrypted Chat from the App Store on your iPhone, iPad or Mac.
- Choose Sign in with Apple, or Sign in with e-mail and type the 6-digit code we send to your address (valid 10 minutes).
- Set an app PIN, optionally Face ID or Touch ID, and a recovery code — write it down, it is the only way to restore your identity if you lose all your devices.
Common questions
- I lost a device
- Open Security Center → Devices on any other device of yours and remove it. A removed device can no longer receive your messages.
- I lost all my devices
- If you set up a recovery code, sign in on a new device and enter it. Without the code your identity and your message history cannot be restored: your keys never leave your devices and we cannot recover them.
- A contact shows a security change
- The contact's identity key changed — a new device, a reinstall, or something that needs checking. Compare the safety number or scan their QR code before you send anything else.
- I want to delete my account
- Settings → Delete account, in the app, at any time.
Reporting a bug
Send an e-mail to the address above with:
- your device and system version (for example "iPhone 16, iOS 18.4" or "MacBook Air, macOS 15.3");
- the app version and build, from Settings → About;
- what you did, what you expected and what happened instead, step by step;
- the date and time it happened, with your time zone, so we can match it with the security timeline in Security Center;
- the exact text of any message CIPHERA showed;
- whether it happens every time or only sometimes;
- screenshots if they help — but none that show other people's messages.
Do not include your recovery code, your PIN, or the content of anyone's messages. Because the server cannot read your messages, we never need them to fix a bug.
Reporting abuse
You can report an account, a conversation or a message from the app, and you can block any account.
- In a conversation, open Conversation options → Report…; on a contact's page, use Report…. Choose a reason and tick the messages you want to include, from either side of the conversation. The option to also block the person is on by default.
- A first message from someone who is not in your contacts arrives as a message request, with its content hidden until you accept, block or report it.
- Because content is end-to-end encrypted, we see only what you choose to include from your own copy of the conversation — nothing else.
What happens next
- Reports are reviewed, usually within 24 hours. Reports about the safety of children are reviewed first.
- Content and accounts that break the Terms of Service are removed: we remove the content from our service and close the account that sent it, which ends all of its sessions and stops it from signing in again. Where the law requires it, we report to the competent authorities.
- You will not get a reply inside the app. If you want to be told the outcome, or if you cannot report from the app, write to the address above with the CIPHERA ID of the account.
- If a decision was taken against your account and you disagree, write to the address above. We will look at it again.
Requirements
- iPhone and iPad
- iOS / iPadOS 18.0 or later
- Mac
- macOS 15.0 or later
- Internet
- Required: messages, calls and files travel through the CIPHERA server, encrypted
- Sign-in
- Sign in with Apple, or a code sent to your e-mail address
- Price
- Free for everyone, with no in-app purchases