Support

We're a small team and we read every message. Email syncapp.noreply@gmail.com and we'll usually reply within 2 working days. Safety reports always come first.

Quick links

Connecting with your partner
Disconnecting
Deleting your account
Why was my photo removed? · How do I appeal?
New phone or lost phone
Reporting a problem or a person
Safety

Connecting with your partner

How do we connect?

One of you taps Invite your partner and shares the link, QR code or 8-character code. The other opens the link or taps I have an invite and enters the code. Next, the person who sent the invite sees a request ("Meera wants to connect") and taps Accept. You'll both see the same three colours on screen. If they don't match, don't accept.

The code doesn't work

Invite codes expire after 48 hours and can only be used once. Ask your partner for a fresh code. After a few wrong codes, SYNC pauses code entry for a while to protect accounts. Wait an hour and try again.

It says I can't connect right now

To protect people from scams, after a connection ends there's a short pause before you can connect with someone new, and a limit on new connections in a month. Reconnecting with the same person isn't affected.

Disconnecting

How do I disconnect?

Go to Settings → Your relationship → Connected with… → Disconnect. You don't need your partner's permission.

What happens to our memories?

Your shared space is archived: frozen and hidden from both of you.
Each of you can download what you created while it's archived.
The archive is kept for 3 months. We'll remind you about two weeks before, then delete it permanently.
Either of you can delete it right away from Settings.
If you reconnect with the same person within 3 months, you'll both be asked: bring back your memories, or start fresh? They only come back if you both say yes.

Deleting your account

In the app: Settings → Delete Account, type DELETE, and confirm. Everything you created is permanently deleted straight away and can't be restored. Your partner's own contributions go into the archive described above. Can't open the app? See delete your account to request deletion by email.

Nudity and unsafe photos

SYNC doesn't allow nudity or sexual or adult images anywhere, even between partners (see our Terms). SYNC is a private space for two: the only person who can send you a photo is your partner. Swimwear and underwear are fine.

If your partner ever shares something that breaks this, you can report it and block or disconnect from Settings. We review reports and act on them — removing access, warning, or closing accounts.
Photos are stored encrypted, with the key kept separate from our database. Only your two phones can view them, and no one at SYNC can. Voice notes are end-to-end encrypted. Videos can't be uploaded for now.
Automatic image safety checks are being rolled out and are not live yet. Once enabled, unsafe photos will be stopped before your partner sees them, automatically, with no person at SYNC ever looking at your photos.
Known child sexual abuse material is something we have zero tolerance for; we preserve and report it to NCMEC and the Indian authorities as the law requires. See our child safety standards.

Reporting a problem

In the app: Settings → Help & support → Report a problem, or the Report option on the safety screens. Tell us what happened.
To stop contact from your partner, use Disconnect or Blocked people in Settings.
You can also email syncapp.noreply@gmail.com from the email on your account. We usually reply within 2 working days.

New phone or lost phone

What you and your partner share is end-to-end encrypted, so the keys that open it live on your phones. On a new phone, sign in and SYNC will try these, in this order:

Your iCloud Keychain or Google account backup. If it's on (you can turn it off in Settings), your new phone usually opens your things by itself.
Your partner's phone. Your partner gets "Let your new phone see your shared things?" and one tap lets you back in. Another device of yours can approve the same way.
Your recovery code (24 characters, shown once when you set up). Keep it in a password manager or on paper.

If all of these are lost, we can't get your past encrypted things back, and neither can anyone else. We never hold your keys, so we can't reset this for you. New things you share after you're back in will work normally.

Reporting a problem or a person

Something isn't working: email syncapp.noreply@gmail.com with your phone model, the app version (Settings → App Version) and what happened. Screenshots help.
Someone is abusing, threatening or scamming you: you can end the connection immediately in Settings → Your relationship → Connected with… → Disconnect. Once disconnected, they can't see anything new from you or send you anything. Then email syncapp.noreply@gmail.com with the subject "Report". We'll review it and can ban accounts that break our rules.
Child safety: if you see anything that sexualises or endangers a child, report it to syncapp.noreply@gmail.com straight away, and to the authorities (see Child Safety Standards).

Safety

SYNC will never ask for your sign-in code, by email, text, call or inside the app. If anyone asks, even if they say they're from SYNC, it isn't us.
Only connect with someone you know in real life. Never send money or gift cards to someone you've only met online.
We email you when your account signs in on a new device or connects with someone. If that wasn't you, contact us.
SYNC is not an emergency service. If you're in danger, call your local emergency number (112 in India and the EU, 911 in the US and Canada, 999 in the UK).
If you feel afraid of your partner, controlled or unsafe, you deserve support. Reach out to someone you trust or a local support service. You can disconnect at any time, without asking.