Help & FAQ

Common questions about how Familoop works.

Messages

How long are messages stored?

Messages are stored only on your family's devices. Our servers never store message content — they only relay encrypted data between devices.

If a family member is offline when you send a message, the encrypted message is queued on our server for up to 7 days. Once their device comes online and receives it, the queued copy is deleted. If they don't come online within 7 days, the queued message expires and is permanently removed.

Can anyone read my messages?

No. Messages are encrypted on your device before they leave it. Our servers only see scrambled data. Only devices in your family have the keys to decrypt messages.

What happens if I delete a message?

Deleting a message removes it from your device only. Other family members will still have their copy. There is no "delete for everyone" feature.

What happens to my messages when I switch phones?

Your message history stays on your old device. When you restore your account on a new phone, you'll be able to send and receive new messages immediately, but past conversations won't transfer. This is by design — your messages are end-to-end encrypted and we never store them on our servers, so there's nothing for us to restore.

Other family members still have their full message history on their own devices. Only the messages on the device you're leaving behind are affected.

Photos & Voice Messages

How are photos and voice messages stored?

Photos and voice messages are encrypted on your device with a unique key, then uploaded to our secure server. They are stored for up to 90 days, after which they are automatically and permanently deleted. The encryption key is shared only with your family members through the same end-to-end encryption used for text messages.

Can Familoop see my photos or listen to my voice messages?

No. Media files are encrypted before they leave your device. We store only the encrypted version — we don't have the key to decrypt it.

Channels

What are channels?

Channels are separate conversations within your family. Every family starts with a Family Chat that includes everyone. Parents can create additional channels — for example, a "Parents Only" channel that children can't see or access.

Who can create and manage channels?

Only parents can create, rename, edit members, or delete channels. The default Family Chat channel cannot be deleted or renamed.

Are channel messages private?

Yes. Messages sent to a channel are only delivered to the devices that are members of that channel. If you create a "Parents Only" channel, children's devices will never receive those messages.

Account Recovery

How do I recover my account on a new phone?

During setup, you provided a recovery email address. To restore your account on a new device (even a different platform):

1. Download Familoop on your new phone
2. Tap "Restore My Account"
3. Enter your recovery email — we'll send a one-time verification code
4. Enter the code, then complete your subscription
5. Your family is restored. You can send and receive new messages immediately.

Note: Your past messages will remain on your old device. This is how we keep your privacy absolute — we never store your messages on our servers, so there's nothing for us to transfer. Your other family members still have their full message history on their own devices.

What if I switch from iPhone to Android (or vice versa)?

It works the same way. Your recovery email is platform-independent. Restore on any device with your email + verification code + a new subscription.

What information do you have about my email?

We store a hashed version of your email (for account lookup) and an encrypted version (so we can send you recovery codes). We cannot see your email in plaintext in our database. We use it only for account recovery — never for marketing, never shared with third parties, and never associated with your children's devices.

What if I lose my phone?

Download Familoop on a new phone and follow the restore flow above. You don't need your old phone. We recommend adding a second parent device (e.g., a partner's phone) as a backup — then either parent can manage the family at any time.

Devices & Accounts

How do I add a device to my family?

From the Devices screen, tap the + button to generate a QR code. On the new device, download Familoop and choose "Join Family." Scan the QR code and the parent approves the device. That's it.

How do device names work?

Each device gets a fun avatar name (like "Blue Fox" or "Green Owl") that's visible to everyone. Parents can set custom names for devices — these names are encrypted and shared only between family devices. We never store names on our servers.

What happens when I remove a device?

The device is immediately disconnected and can no longer send or receive family messages. Encryption keys are rotated so the removed device cannot decrypt any future messages.

How do I delete my account?

Go to Settings > Delete Family Account. This permanently removes all family data from our servers within 24 hours. Consent records are retained for 7 years as required by law. You can also export all your data before deleting.

Privacy & Security

What data does Familoop collect?

The absolute minimum required to deliver messages:

• A device identifier (generated by the app, not linked to your identity)
• A cryptographic key (for encryption)
• A push notification token (so you get notified of new messages)

We do not collect names, email addresses, phone numbers, location data, contacts, or browsing history. See our full Privacy Policy for details.

How does parental consent work?

When you subscribe to Familoop through the App Store or Google Play, your purchase serves as verified parental consent under COPPA (the U.S. Children's Online Privacy Protection Act). No separate forms or ID verification needed.

What encryption does Familoop use?

All messages use XChaCha20-Poly1305 authenticated encryption with a double-ratchet key derivation scheme. This means:

• Every message has a unique encryption key
• Compromising one key doesn't reveal past or future messages (forward secrecy)
• Keys are stored in your device's secure hardware (iOS Keychain / Android Keystore)

Subscription

How does the subscription work?

Familoop requires a monthly or yearly subscription, purchased through the App Store or Google Play. Your subscription covers your entire family — there's no per-device fee.

What happens if my subscription expires?

You won't be able to send new messages, but your existing messages remain on your devices. You can still access your account settings, export your data, or delete your account.

How do I cancel or manage my subscription?

Manage your subscription through the App Store (iOS) or Google Play (Android). You can also find a direct link in Settings > Subscription within the app.

Contact

Still have questions? Reach us at hello@familoop.app.