Support
Get help
Keylane is in public beta and supported by the people who build it. There is no ticket queue and no outsourced first line — messages reach the team directly.
Where to send what
Product help and bugs
Something not working, a question about a feature, or feedback on the beta.
Support form →Security vulnerabilities
A security flaw in the app, the protocol, the server, or this website. Please do not file these publicly.
Disclosure policy →Abuse reports
Report abuse from inside the app where possible — it attaches the context we need. The acceptable use policy explains what we can and cannot act on.
Acceptable use policy →Legal and privacy requests
Legal process, GDPR requests, and anything requiring a formal response.
Legal request form →Common problems
Messages only arrive when I open the app
Almost always battery optimization on Android — several manufacturers kill background connections aggressively. Exempt Keylane from battery optimization in system settings. On iOS, check that Background App Refresh is enabled for Keylane.
I lost my phone. How do I get my identity back?
It cannot be recovered — not by you and not by us, because we never held your keys, and a Keylane ID currently lives on one device only. Create a new identity and reconnect with your contacts. The reasoning is set out in loss and recovery.
A contact’s safety number changed
Their identity key changed. Usually this means they reinstalled or created a new identity after losing a device. It can also mean someone is impersonating them. Verify through another channel before continuing anything sensitive.
Can I use Keylane on more than one device?
Not yet. A Keylane ID lives on exactly one device today, so there is nothing to link a second device to. Multi-device — one identity across several devices, each with its own key pair — is designed and on the roadmap, together with an offline recovery key. Until either ships, the device holding your identity is the only copy of it; the consequences are set out in loss and recovery.
An old message never arrived
Undelivered messages are held for a maximum of 14 days and then purged. If the recipient’s device was offline for longer than that, the message is permanently gone — there is no archive on our side to resend it from. This is a deliberate property of the retention model, described in server security.
How do I delete my account?
Uninstalling the app destroys the private keys, which ends the identity. Published prekeys expire and any undelivered envelopes are purged at their TTL. There is no account record to delete and no request to file, because none was ever created. See the privacy policy.
Before you write to us
Including these makes the difference between a fix and a conversation:
- App version and platform, with OS version
- What you did, what happened, and what you expected instead
- Whether it happens every time or occasionally
Do not send message content, screenshots of conversations, or anything private. We cannot read your messages and we do not want a copy in an inbox. Describe the behaviour instead.
Response times
We aim to answer within a few business days. Security reports are prioritized and acknowledged within three business days under the disclosure policy. We are a small, self-funded team, so this is a genuine target rather than a contractual SLA.
Contact support