Answers, and how to reach us.

Adults 18 and older in the United States, with a US mobile number that can receive texts. The app runs on iPhone and Android.

A username, your name, a phone number and an email address, your date of birth, and a password. We confirm the phone number with a six-digit code sent by text. Then you choose your two PINs.

So a timer can keep recording your route while the phone is locked in your pocket. Location is only collected for a reason you started: a running timer, an emergency-PIN alarm, or sharing on the map.

Open Contacts, tap Add contact, and enter their exact username, or open an invite link they sent you. They get a request and choose whether to accept. There is no searching by name, phone number or email.

The contacts on it are told when you start it and can follow it while it runs, and are told when you mark yourself safe. If you made the timer discreet, they see nothing of it and are told only if it reaches zero.

If the timer had started while you were connected, it carries on: our servers keep the time and alert your contacts at zero, with the last location your phone sent.

If you started the timer with no connection at all, our servers never heard about it, and nobody is alerted until your phone gets back online.

Alerts are push notifications. Ask them to check that notifications are allowed for GuardianLive, that it isn’t silenced by a Focus or Do Not Disturb, and that they are signed in. The alert is also waiting for them inside the app, under Contacts, in At Risk.

Open the app, tap I am safe and enter your PIN. Your contacts are told you’re safe. Reminders before zero are on by default to make this less likely.

One at a time. End the one that’s running before you start another.

No. It never contacts emergency services for you. It gives you and your contacts a button that opens the phone’s dialer with 911.

While your timer is running: the contacts on that timer, unless you made it discreet, in which case nobody. Once it runs out: the contacts on that timer, live and recorded. Afterwards it stays in your History and theirs until you delete the timer. A discreet timer you ended before it ran out stays in your History only.

Phones restrict the camera when an app isn’t on screen. Keep GuardianLive open while you record; on phones that allow it, recording carries on in a small floating window when you switch apps. What was recorded before an interruption is kept.

Videos move to long-term storage seven days after they were recorded. Tap Retrieve. It usually takes a few hours, and then the video is available to watch for about a week.

Yes, from the timer in your History, once the video has finished processing.

Your safety PIN confirms an action. Your emergency PIN appears to confirm it, and silently alerts all of your contacts. They must be different.

Tell your contacts straight away, by phone or message. One of them can mark it resolved from their Contacts tab, or you can close it yourself: Profile, then Settings, then Cancel an emergency alert, with your safety PIN and then your emergency PIN.

Go to Profile, then Safety & emergency PINs. You’ll be asked for your account password, and then you choose two new PINs.

Use Forgot password on the sign-in screen and we’ll text a code to your phone. If you no longer have that number, email us from any address and we’ll work out how to confirm it’s you.

In the app, go to Profile, tap your email or phone, and send the change to support. We confirm the new one before switching.

In your App Store or Google Play subscriptions. In the app, Profile, then Settings, then Plan, then Manage subscription opens the right page. Deleting the app does not cancel a subscription.

Open Profile, then Settings, then Plan, and tap Restore purchases. If it’s still locked after a few minutes, email us with the email address on your account.

See the Delete your account page. It’s done by request, from the app or by email.