Help
Support
Getting started
How do I connect with someone?
On the start screen, tap + (New connection). If you're together, one of you taps Show QR code and the other taps Scan QR code. If you're apart, one of you taps Create code and sends the code, and the other taps Enter code. A code expires in 10 minutes and works once.
What's the safety code?
When you connect with a code, poqop shows a safety code. Compare it with the other person by voice or in person. If it matches, no one is in the middle. When you connect by QR code, poqop checks this for you.
Where are my chats?
poqop has no chat list. Enter a room's passcode on the start screen and tap Enter to open it.
Passcodes
I forgot a passcode.
We can't recover it, because it never leaves your phone. Ask the other person to connect again, and set a new passcode. The old room ends when either of you ends the connection.
I entered a passcode and the room is empty.
A passcode that doesn't belong to a room opens an empty room. Check the number and try again. There's no lockout.
Messages
When do messages disappear?
Five minutes after they're read. Messages that are never read disappear three hours after they're sent. The time left is shown under each message.
Can I unsend a message?
Yes. Press and hold your message and choose to unsend it. It's removed from both phones.
Why can't I see my messages?
poqop hides messages until it has checked with our servers, so it needs an internet connection to open a room. Check your connection and try again.
Phones and plans
Moving to a new phone
Keep both phones with you. On your old phone, open poqop's settings and tap Move to a new phone to show a code. On your new phone, tap Move from your old phone and scan it. Your rooms and passcodes move over, and poqop is erased from your old phone. Messages aren't moved.
While the code is showing, an encrypted package waits on our servers for up to 10 minutes. We can't read it: the key is only inside the code.
I lost my phone.
Rooms can't be restored, because nothing is backed up. Install poqop on your new phone and connect again.
Restoring a paid plan
Paid plans aren't available yet. Once they are, you'll be able to restore your plan on a new phone from poqop's settings, using the same Apple ID or Google account you subscribed with.
Cancelling a paid plan
- iPhone: open the Settings app, tap your name, then Subscriptions, and choose poqop.
- Android: open Google Play, tap your profile picture, then Payments & subscriptions and Subscriptions, and choose poqop.
Cancel at least 24 hours before the renewal date. Refunds are handled by Apple or Google.
Safety
How do I end a connection, block or report someone?
In the room, tap the menu at the top right and choose Disconnect, Block or Report. See Safety for more.
Deleting your account
See Delete your account.
Contact
Use the contact form. We usually reply within a few business days, in English.
Transfer and deletion requirements
Account deletion and phone transfer remain available during suspension. A transfer preserves the suspension and is rate limited. Phone transfer requires a screen lock and device owner authentication. For deletion, if no screen lock is configured, you can proceed after confirming in the app. If a screen lock is configured, device owner authentication is required.