Help Centre
A real person reads every message
If your phone has just died and you need your people now, don't write to us. Go to the rescue page on the phone you have borrowed and sign in with your own number, your date of birth and your Zero PIN. That works without us, at three in the morning, and it is the whole point of the app.
The things we are actually asked
These four cover almost everything. If one of them solves it you get an answer now rather than tomorrow morning, which is why they are above the form rather than below it.
My verification code hasn't arrived
The code comes from your mobile network, not from us, so retrying inside the app cannot conjure one. Before you write in, three things fix most of them: check you typed your own number rather than the number of the person who invited you, wait a full two minutes because a carrier can queue a message, and check whether you have ever replied STOP to a text from us, which blocks every message afterwards until you reply START.
If none of those work, open the chat below or email us, and say your code has not arrived. Tell us the country your number is in. That is usually the answer.
I typed my date of birth wrong when I signed up
Your date of birth is locked after signup, because it is one of the three things you sign in with on the rescue page, along with your number and your Zero PIN. If it is wrong, your rescue will not work when you need it, so this is worth fixing today rather than finding out on the night.
Only a person can change it, and we will ask you to prove the account is yours before we do. We will never change it on the strength of an email alone, and that is deliberate: if we would do it for you, we would do it for someone pretending to be you.
The rescue page won't let me sign in
Rescue sign-in wants your own number, the one in the phone that died, not the number of the phone you have borrowed. Then your date of birth, and your Zero PIN.
If it keeps refusing, the usual cause is a date of birth that was typed wrong at signup, which is the question above. Tell us and we will put it right.
Billing, cancelling, or a refund
Subscriptions are billed by Apple, not by us, so we cannot see your card and we cannot take the payment back. Cancel any time in Settings on your iPhone, under your name, then Subscriptions. Cancelling stops the next payment and you keep what you paid for until the date it would have renewed.
Refunds are requested from Apple at reportaproblem.apple.com. If Apple turns you down and you think that is wrong, write to us and we will put our view to them in writing.
I want my account and my data deleted
You can do it yourself, without asking us: in the app, open Settings and choose Delete account. It removes your profile, your trusted contacts and your rescue history.
If you cannot get into the app to do that, tell us and we will do it for you. What we keep and for how long is set out in the privacy policy.
Still stuck? Talk to us
The chat bubble in the corner is the quickest route. It answers the common questions straight away, and when it cannot, it takes your message and passes it to a person. We are a small team in North Yorkshire, so overnight it is a message rather than a conversation, and we answer in the morning.
If you would rather write, or the chat will not load, email [email protected]. It reaches exactly the same people.
Whichever you use: tell us what you did, what you expected, and what happened instead. Never send your Zero PIN, a verification code or a password. We will not ask for them.
What we will never do
We will never ask you for your Zero PIN, your password or a verification code, in an email, on the phone, or in a reply to a message you sent us. If anything claiming to be ZeroPercent asks you for one, it is not us. Tell us about it using Privacy or a data request above.
If you have found a security flaw rather than a support problem, please use the disclosure page instead, which sets out what we promise in return.