Support

How to reach us

Write to suporte@cifraebraco.app. We answer within 5 days, the deadline Brazilian law (Decree 7.962/2013) sets for questions, complaints and cancellations.

In the newest versions of the app, the fastest way is the app itself: in Settings, at the bottom of the screen, tap “Write to support”. The message already carries the app version and a support code, which lets us find your account without you sending any extra data.

A request about your personal data — access, correction, deletion — follows the Brazilian LGPD, answered within 15 days. Privacy Policy →

What we never ask for

Our team never asks for your password — there is none: you sign in with Google or Apple —, nor for a verification code sent by SMS or e-mail, nor for card details, nor for you to install another app or grant remote access to your phone.

• Our messages only come from addresses ending in @cifraebraco.app. Distrust any other sender claiming to speak for us.
• We never send you a link to “confirm your account”, “unlock Pro” or “avoid being blocked”.
• Charges, cancellations and refunds only happen in the App Store or Google Play — never through a link or a payment request of ours.
• Before changing your account at your request — signing a device out, deleting the account, granting access —, we confirm it is you: with the support code the app creates, or by asking you to reply to an e-mail we send to the account’s address. A sender can be forged; the account’s inbox cannot.

Got something suspicious in our name? Forward it to suporte@cifraebraco.app and delete it.

The support code

It is a sequence like CF-7K2Q9-M4XA8, created by the app when you write to support. It is valid for 7 days and does one thing only: shows our team which account is yours, and that the request came from whoever has the app signed in.

It does not sign in to your account, does not change your login and does not authorise any payment. We keep only a cryptographic fingerprint of it, which deletes itself after it expires. Even so, send the code only to our e-mail.

Subscription and billing

• Cancelling: in the store, under your Apple or Google account’s subscriptions. In the app, Settings › Account › Manage subscription takes you there. Uninstalling the app or deleting the account does not stop the charges.
• Refunds: the store decides. For Apple, at reportaproblem.apple.com; for Google Play, in your Google account’s order history.
• New phone or reinstalled the app: in Settings › Account, tap Restore purchase, with the same store account.
• Paid and Pro did not show up: tap Restore purchase. If it persists, write from the app — the support code lets us check your purchase with the store.

Account, devices and sync

• With no account, everything stays on the phone and goes away if the app is uninstalled. With an account, your library syncs across the devices you sign in on.
• Phone lost or sold: on another signed-in device, open Settings › Account › My devices and sign the old one out. With no other device, write to us: we send a confirmation to the account’s e-mail and, once you reply, sign the phone out.
• Signed in with Apple and chose to hide your e-mail: write from the app, because the support code is how we find your account.

To delete the account and its data, follow the step-by-step guide. Delete account →

If we do not solve it

You can take the complaint to the consumer-protection authority where you live. About personal data, also to the data-protection authority that covers you.