Support

How to reach us

info@programmiert.at

DenDen is run by one person. When you write, the person who runs your family's server answers, not a call centre. There is no support chat, no help button and no contact form inside the app; this email address is the way to us.

What to include in a support request:

• Your username in DenDen.
• What happened, what the screen said, and when (date and rough time).
• Your phone model and operating system version (iOS or Android). We store neither, so you have to tell us.

Never send us your password or your Key Card. We need neither and will never ask for them. The Key Card never reaches our server; sending it to anyone gives it away.

Invites

There is no open sign-up. An account exists only with a code. Invite codes are issued by hand by the person running your family's server; invites for family members are free. The app cannot create or show invite codes. To bring another family member in, write to the address above.

Forgotten password

The sign-in screen has the option "Forgot your password? Use your Key Card". With your Key Card you reset the password yourself. Without the Key Card the operator can set a new password at your request; that signs the account out everywhere, and the messages on your phone stay.

Key Card and a lost phone

During setup the app shows a recovery key once, the Key Card. Write it on paper. It never reaches our server, so we cannot recover it. Losing both the phone and the Key Card means losing access to the account.

Every person has exactly one phone. If the phone is lost, the messages on it are lost; your contacts' messages stay on their phones. Write to us before you set up a new phone.

Deleting your account

In the app: Settings > Delete account. The app asks for your password again; the password is the confirmation, there is no further dialog. Your account is then deleted on the server, and the app then removes everything it stored on your phone. Your contacts' phones keep what they already received. There is no undo; to use the app again you would need a new invite and a new account. What remains on the server after deletion, and for how long, is in the privacy policy under "Deleting your account".

You do not need to write to us to delete your account; it works inside the app without us. If you no longer have your phone, write to the address above.

Calls and notifications

On iPhone and Android, a call cannot make the phone ring when the app is closed or in the background there: the person gets an ordinary notification saying "New message" and has 60 seconds to tap it and open the app. That is by design, not a fault. A notification never carries the content of a message.

What does not exist

No group chats, no photos, no video, no second device, no backup of our server. If our database is lost, your messages stay on your phone, but every conversation has to be started again on every phone and the app set up again. We say this now so nobody finds out later.