Support

Last updated: 31 August 2026

Need a person? Write to support@togethr.chat. Togethr is made by one developer in the Netherlands, so replies come from a human, usually within a couple of working days. If your problem is a charge, a refund or a cancelled subscription, read Subscriptions and minutes first — Apple handles the money, and there are things only you can do in your own Apple settings.

Getting help

Email support@togethr.chat for anything at all. For privacy questions and data or deletion requests there's a second address, privacy@togethr.chat, also in the privacy policy. There's no phone line and no chat widget, and pretending otherwise would just waste your time.

Include these and you'll almost certainly get a fix rather than a follow-up question:

Your @username. It's how we find your account. We can't look you up by phone number, because we never collect one.
What you did and what happened instead. "I tapped the call button and it spun for ten seconds, then said the call ended" beats "calls don't work".
When it happened — roughly the date and time, and your time zone. Server logs are indexed by time.
Your device and OS version (iPhone 14, iOS 18.2; MacBook Air, macOS 15.3) and the Togethr version from the App Store page.
The exact wording of any error message, or a screenshot. The wording tells us which code path you hit.
For anything about money — the order ID from Apple's receipt email, and which plan you bought. Not your card details.

Never send us a password. Not yours, not anyone's. We will never ask for one, and an email asking you for your Togethr or Apple password did not come from us.

Getting started

Creating an account

You can sign in with Apple, with Google, or with an email address and a password. Either way you pick a @username — 3 to 20 characters, lowercase letters, numbers and the underscore. Type anything else, like a space, a dot or an accented letter, and the app turns it into an underscore for you rather than refusing it. That username is how people find you. Togethr has no phone number field, no contact upload and no public directory to browse, so nobody can stumble across you.

You can change your username later in Profile → Username. Your old handle isn't handed to someone else afterwards — it keeps pointing at you, so a friend who wrote it down still reaches the right person.

Choosing your languages

In Profile → Languages there are two rows, and they do different jobs:

I speak — your own language. Everything you receive arrives in this one: call captions, and every message someone sends you. This is the setting that matters.
I'm learning — optional. If it's different from "I speak", chat shows you the message in the language you're learning, with your own language underneath as a fallback.

If you're not learning a language, set both rows to the same one. Then you simply read everything in your language and nothing else appears. There are 27 languages to choose from.

Starting a conversation

Tap the new-chat button, type the other person's exact username, and tap Find. They need a Togethr account already — so send them yours too, or invite them (below). There's no search-by-name: you have to know the handle, which is the point.

Inviting people (your five free guests)

A subscriber gets a six-character invite code, on the Invite screen in the conversations toolbar. Up to five people can use it. A guest gets the whole app free — messages, video calls, translation — without ever subscribing, and their call minutes come out of your allowance rather than costing them anything.

The code is stable, not one-use: you can read it aloud down a phone line, forward it, or send it twice. The Invite screen shows how many of your five places are taken. If someone enters it and gets "That invitation is already full", your five are used up — remove someone to free a place (below).

A guest can talk freely to you and to the other people in your circle. The first time a guest tries to start a conversation with someone outside it, they'll be asked to get their own plan. Guests can't invite anyone themselves.

Been invited? Open the paywall and tap I have an invite code, then type the six characters. Case and spaces don't matter.

Removing someone you've invited

Under your code, the Invite screen lists the people who took a place — photo, name and @username. Each row has a Remove button on the right; a long press on the row does the same thing. Tap it and you're asked to confirm, by name, before anything happens. Confirm and the row goes, one of the five dots empties, and you can invite someone else straight away.

Removing someone deletes nothing of theirs. They keep their account and every message you've exchanged; what they lose is the free calling and translation your plan was paying for. They aren't told. There's no notification and no email — the app will simply ask them for a plan of their own the next time they want to call. If you change your mind, send them your code again to bring them back; it's the same code as before.

If the removal doesn't go through, the row reappears and the screen says so. Take that at face value: until it succeeds, that person still has access to your plan. Check your connection and try again.

Calls and captions

How a call works

Both sides see live captions of what the other person says, translated into their own language. Each phone transcribes its own microphone and sends the resulting text across — so the captions you read of your friend are produced on your friend's device, not yours.

Turning your camera off doesn't stop the captions and doesn't save you any minutes. Audio is what costs money, so an audio-only call is metered exactly like a video one.

A call needs a live internet connection — a real one. Video runs through our servers, and every sentence has to be sent away for translation and come back while you're still talking. There is no offline mode and nothing is queued up for later. On a weak or intermittent connection, captions arrive late or stop entirely even though you can still hear each other. Wi-Fi or a solid mobile signal, ideally.

You can hear each other, but no captions appear

Audio and captions are two separate systems, so this is normal-ish and usually fixable. Hanging up and calling again restarts the caption session.
If it's your words that aren't reaching them, check you aren't muted, and check Togethr has microphone access in Settings. The app says "Microphone unavailable (check permission)" when it doesn't.
If it's their words missing from your screen, the problem is on their device — their mic, their permission, or their connection. Ask them to check.
Weak signal on either end delays captions. Give it a few seconds before assuming it's broken.

No sound at all

Check the mute button in the call, and your device's ringer/volume.
Check microphone and camera permission for Togethr in your device settings.
Bluetooth headphones that connected mid-call are a common culprit — disconnect them and try again.
If it persists, hang up and redial. A fresh call gets a fresh connection to the video server.

"You've run out of call minutes"

Every plan includes a number of call minutes per billing period. When the pool hits zero the call ends and new calls won't start until you add minutes or your period resets.

Messages keep working. Chat, translation, photos and videos are never metered and never stop. Only calls do. If you're a guest, the minutes come from whoever invited you — when their pool is empty, yours is too, and only they can top it up.

Other things a call says

"Translated calls need a subscription" — you have no active plan and no top-up minutes left.
"[Name] didn't answer" or "declined the call" — exactly what it says. Their phone may also have been off, or their notifications blocked; see the troubleshooting list below.

Subscriptions and minutes

Seeing what's left

Open Profile. The Call minutes card at the top shows something like "142 of 300 left", with a bar that turns red under five minutes. Guests see the same card, reading from their host's pool.

Included minutes reset at the start of each billing period and don't roll over. Everything is counted on our servers, from server clocks — if the app is showing you a stale number, force-quit and reopen it.

Adding minutes (top-ups)

Tap Add call minutes on that card, or scroll to the bottom of the plans screen. A top-up is a one-off purchase of 100 minutes. Two useful facts about them:

Top-up minutes never expire. They stay yours even if your subscription lapses, and you can still make calls on them alone.
Your plan's minutes are spent first. Top-ups are only touched once the included allowance is gone, so buying them early never wastes them.

Guests can't buy top-ups — their calls bill their host, so there's nothing for them to top up.

Changing plan

Open the plans screen (Profile → Add call minutes, or any paywall), pick a different plan, and tap Change plan. Apple handles the upgrade or downgrade and adjusts what you pay. Your current plan is labelled so you can see which row to move away from.

Restoring a purchase

New phone, or reinstalled the app, and your plan hasn't come back? Tap Restore purchases at the bottom of the plans screen. It takes a few seconds and always tells you the outcome — including "No purchases to restore on this Apple Account", which usually means you're signed into a different Apple Account than the one that bought it.

Cancelling is done in Apple's settings, not in Togethr. We sell subscriptions through Apple's In-App Purchase, which means Apple takes the payment and only Apple can stop it. There is no cancel button in the app, and deleting the app does not cancel anything — you'll keep being charged.

On iPhone or iPad:

Open Settings and tap your name at the very top.
Tap Subscriptions.
Tap Togethr.
Tap Cancel Subscription and confirm.

On a Mac:

Open the App Store app, then click your name in the bottom-left corner.
Click Account Settings, then find Subscriptions and click Manage.
Click Edit next to Togethr, then Cancel Subscription.

Or go straight there from any device: apps.apple.com/account/subscriptions. The same link sits inside the app, on the delete-or-deactivate screen.

Cancelling stops the next renewal. You keep everything until the period you already paid for runs out. If you don't see Togethr in that list, you're signed into a different Apple Account — check which one is at the top of the Subscriptions screen.

Refunds and billing problems

We never see your card, we can't issue refunds, and we can't cancel on your behalf — Apple holds all of it. Request a refund at reportaproblem.apple.com. If a purchase went through but the app didn't unlock, try Restore purchases first, then email us the order ID from Apple's receipt and we'll look at our side of it.

One thing to know if you cancel while people are using your invite: your guests lose access when your plan ends. They'll find they can no longer message or call, and nothing tells them why. Worth a heads-up to them.

Your account

Deactivate — the reversible one

Profile → Delete account → Deactivate instead. Despite the button it sits behind, this is the gentle option. Deactivating:

hides you from username search, so nobody new can find you or start a conversation with you;
turns away incoming calls, so no phone of yours rings;
leaves the conversations you already had working from both sides — people can still write to you, and their messages are there when you come back;
silences every notification on every device you're signed in on, not just the one you tapped it on — no message alerts, no calls ringing;
signs you out.

Nothing is deleted. Your conversations, photos and history are all kept, and signing back in brings everything back exactly as it was. Your subscription keeps running and your guests carry on unaffected — a break of yours shouldn't cut five other people off.

Delete — the permanent one

Same screen: Profile → Delete account → Delete permanently. You can finish it yourself in the app; you don't have to email anyone for it.

You'll be asked to prove it's you first — your password if you signed up with email, or Apple's or Google's own confirmation sheet if you signed in that way. That's a security step, not a hurdle.

Then everything goes, and it cannot be undone:

your profile and every username you've ever held;
your conversations, including the messages, the call transcripts, and the photos and videos in them;
your call history, your subscription record on our side, and your invite code;
your guests are released — they stop drawing on your plan, and any host who invited you gets their place back.

Two things are deliberately kept. Abuse reports stay, because otherwise deleting an account would be a way to bury a complaint about you; they hold account identifiers and the reported message, nothing more. And the App Store transaction ledger stays, so one purchase can't be redeemed twice — it holds transaction IDs, no payment details.

Deleting your account does not cancel your subscription. They are separate systems: the account is ours, the subscription is Apple's. Cancel in Apple's settings (steps above) before you delete, or Apple will keep charging you for an account that no longer exists.

Signing out

Profile → Sign out. Nothing is deleted and nothing is hidden — you just stop being signed in on that device.

Blocking and reporting

You can block someone from a conversation. Blocked people can't reach you, and blocking is one-directional and invisible to them. Anyone you've blocked appears in a Blocked list in your profile with an Unblock button. If someone is abusive, report them from the conversation — reports are read.

Troubleshooting

Notifications aren't arriving

Work down this list; it's roughly in order of likelihood.

Permission. Settings → Notifications → Togethr. If you tapped "Don't Allow" when the app first asked, this is the whole problem. Turn on Allow Notifications, and make sure Sounds and Banners are on too.
Focus modes. A Focus or Do Not Disturb schedule will silence calls without telling you. Check whether Togethr is allowed to break through.
Are you deactivated? Deactivating deletes the push registrations for every one of your devices — that's how it silences the account. Signing back in restores them.
Sign out and sign back in. The device's push registration is refreshed when you sign in, so this fixes a stale one.
Low Power Mode delays background delivery on iOS.
If none of that helps, email us your username and roughly when you missed a call — we can see from the logs whether we tried to ring you.

The other person isn't getting my messages

Check you're connected. Messages need a connection to send — nothing is queued and delivered later.
Check the username. There's no fuzzy matching. One wrong character and you're in a conversation with someone else entirely, or with nobody.
They may have deactivated or deleted their account. Deactivating doesn't shut the door on you: a conversation you already had keeps working from both sides, so your message sends and will be waiting when they come back — they just aren't being notified, and you can't call them or start a new conversation with them. A deleted account takes the whole conversation with it.
They may have blocked you, in which case you'll see no sign of it. That's intentional.
They just aren't getting notified. The message may have arrived perfectly well and be sitting unread. Walk them through the notification list above.

Messages show "…" instead of a translation

Translation happens as the message is read, so it needs a connection. When it fails, Togethr shows the sender's original words rather than an empty bubble, with a retry you can tap. Tap it once you're back on a decent connection.

Sign-in problems

"That username is taken" when creating an account — someone has it. Usernames are never recycled, so an old, dormant account may hold it. Pick another.
You sign in with your username, not your email. The email on the account is there for recovery; the handle is what the sign-in field wants.
Wrong sign-in method. An account created with Sign in with Apple has no password at all — tapping the Apple button is the only way in. Same for Google. If your password is being refused, check you didn't originally sign up socially.
Forgotten password. Tap Forgot password?, just under the password field on the sign-in screen. Enter the email address on your account and we'll send a link you can use to set a new one. It answers the same way whichever address you type — "if there's an account for that address, we've sent a reset link" — so that nobody can sit at the sign-in screen typing addresses to find out who is registered. If nothing arrives in a few minutes, check your spam folder. This only applies to accounts made with an email and a password. If you signed in with Apple or Google there is no password of ours to reset — tap that same Apple or Google button again and you're back in.
Deactivated accounts sign in normally. Just sign in as usual; the account reactivates itself and everything comes back.
"Sign out and sign in again, then delete your account" — you hit this when deleting. Do exactly that: it means the app needs a fresh proof of who you are before it will remove the account.

The plans screen is empty

"Plans couldn't be loaded" almost always means no connection to the App Store. Tap Retry. If it persists on a good connection, check you're signed into an Apple Account on the device.

Privacy, briefly

The question we get most: call audio is never stored. Your speech is streamed to OpenAI while you talk so it can be turned into text, and Togethr never writes that audio down anywhere. The resulting text is saved into the conversation, like a message, so you can read back what was said. Messages are stored so your history works.

Servers are in Europe (Google Firebase, europe-west1). The full details, including what we collect and how long we keep it, are in the privacy policy.

Anything else

If your question isn't here, it belongs in an email. Feature requests, bug reports, a translation that came out badly wrong, or a complaint about how something works — all of it goes to support@togethr.chat, and a real person reads it.

See also: Terms of Service · Privacy Policy