Support

Who you are contacting

Common questions

Where did my letter go? Can I get it back?

No, and that is deliberate. Your letter is held in your device's memory only and is never written to storage. Once it has burned, or once you close the app, it is gone completely. There is no draft recovery, no history and no undo, because there is nothing saved to recover. The app is built this way on purpose — it is the whole idea.

I let go of the control and my letter came back. Is that a bug?

No, that is how it works. The paper only burns while your finger is down. Release early and the fire reverses and your letter is returned intact. A full burn takes about twenty seconds. If you release in the last second or so, when the flames are already out and only ash is settling, the burn finishes on its own rather than undoing something you have just watched complete.

I cannot hold a button down for twenty seconds.

With VoiceOver on iPhone or iPad, or TalkBack on Android, the flame control has an action called "Burn without holding". It asks you to confirm twice, then burns the letter with no press to hold. With VoiceOver, select the flame control, swipe up or down to the action, and double-tap. With TalkBack, open the actions menu on the flame control and choose it. The second confirmation is final. If holding is difficult and you do not use a screen reader, please email us, because we would like to know.

What is a kept line?

After a burn, the app offers you the chance to write one short line — up to 140 characters — to keep. It is the only content the app ever saves. You will find your kept lines under "What I've kept" on the home screen, which appears once you have saved at least one.

How do I delete my kept lines?

Open "What I've kept" and tap the three dots at the top right, or press and hold any line. Choose the lines you want to remove, tap "Delete selected", then "Delete them". To remove a single line, open it and tap the three dots at the top. Deleting the app removes everything it has stored on your device, including your settings.

Do you have an account system? Does it sync between my devices?

There is no account and no sync. There is no server behind the app at all, which is why there is nothing to log into and why the app works completely offline. Your kept lines live on the device you wrote them on, and in that device's own backup if you use one.

Can you see what I write?

No. There is no networking code in the app — the Android version does not even hold the internet permission — and no analytics or crash-reporting service is built into it. The app keeps no log of what you write. The privacy policy sets out what is and is not stored, including the two things the app cannot protect you from.

Is there a free trial?

No. It is a single paid download with everything included: no subscription, no adverts, and nothing to buy inside the app.

How do I get a refund?

We cannot issue refunds ourselves, because Apple and Google take the payment rather than us. For an App Store purchase, request a refund at reportaproblem.apple.com. For Google Play, use Google's refund request page. Do tell us what went wrong as well, so we can fix it.

Which devices does it work on?

iPhone and iPad running iOS or iPadOS 16 or later, and Android 8.0 or later. The app is portrait-only by design.

Can I suggest something?

Please do. Email us. We read everything, though we cannot promise to build everything.

Something important

Warmest Regards is not therapy, not a mood log and not a habit tracker. Because the app never reads what you write, it cannot recognise distress or respond if you may be in danger.

If you need to talk to someone, Find A Helpline lists free, confidential support lines by country. The same link is in the app's menu. If you need immediate help, please contact your local emergency services or someone you trust.