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.
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.
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.