Support

If someone is in danger

Farwatch is not an emergency service, and nobody here is watching your trip. It doesn't track your location. It doesn't alert anyone when a trip runs late: “overdue” is a label a watcher sees only if they open the plan. It never contacts the emergency contact on a plan, and it never contacts search and rescue.

If you or someone else is in danger, contact emergency services directly. In the US, call 911. Don't write to us about it: this inbox is read during working hours, not continuously.

What to include when you write in

Most of what we need is on the Account tab of the app, at the bottom: the “Version” row under “About”. Pasting it in saves a round trip, because a problem that was fixed three builds ago looks identical to one that wasn't. What changed in each version is in the release notes.

Or tap “Send feedback” on that same tab. It starts an email to us with the version and your phone's system already filled in, so all that's left is what happened.

• The version from the Account tab, and whether you're on iPhone or Android.
• What you were trying to do, and what happened instead.
• Roughly when it happened, and the name of the trip if it was about one. Please don't send us screenshots containing other people's contact details unless we ask.

Questions that come up

A watcher says they never got the email. Ask them to check their spam folder for a message from farwatch.app. Then open the trip in the app: each watcher's row carries their status, and “Not sent” means exactly that. While the trip is still current it will also be showing a note about the watchers who never got the plan, and a “Review and send” link under it; that link takes you back to the Review step, where Send reaches exactly those watchers and nobody else. If the row says the plan did go out and it still hasn't arrived, “Share” beside that row hands you their plan link to pass on however you like. If the row says “Can't be reached”, that person can't be sent this trip's plan, by email or by a shared link; choose someone else to watch the trip. Every email Farwatch sends is one a person caused. Nothing goes out on a timer, so if the app says nothing was sent, nothing was.

I want to delete my account. Account tab, at the bottom, under “Delete account”. It asks for your password and it can't be undone. Without the app, email privacy@farwatch.app from the address on the account instead. Deleting your account has both routes and what happens to trips you've already sent.

Someone added me to a plan and I want my details removed. You don't need an account to ask. Write to privacy@farwatch.app from the address the plan reached you at, and say which trip it was about.

I can't sign in. Use “Forgot your password?” on the sign-in screen. It emails a code to the address on the account. If that address no longer reaches you, write to support@farwatch.app and we'll work out what we can do; we can't change it for you without being confident it's your account.

Privacy, and your data

What Farwatch collects, who can see it and how long it's kept is in our privacy policy, and the agreement for using it is in our terms of service. Requests about personal information, yours or someone else's, go to privacy@farwatch.app rather than to the support address, so they don't sit behind ordinary mail. We answer those within 30 days.