Help

Pick a plan and pay on our website. A few minutes later you get an email (and a text, if you gave us your number) with your username, a temporary password and the app to install. Sign in, then change your password.

Element X, a free and open-source secure chat app, from the App Store or Google Play. On a computer, open the web address in your welcome email. Your welcome email has the links.

When you first sign in, the app shows a recovery key. It unlocks your message history on a new phone. Write it down and keep it somewhere safe. We can't recover it for you: only your devices can read your messages.

Sign in at the "manage" address from your welcome email (for example https://manage.home1.cocoshell.app). Owners can add and remove people, reset passwords, and sign people out of lost phones.

No. Chats are end-to-end encrypted: messages, photos and calls are locked on your phone before they leave it, and only the people in the chat can unlock them. Our servers store locked data they can't open.

To run the service we can see account details (username, name, email), which accounts are in which chats, when messages were sent, which devices are signed in, and the internet addresses they used in about the last month. We can't see what you said or sent in chats.

Memories are stored on your plan's server and only you can see them in the app. Unlike chats, an unsealed memory is stored there unencrypted so it can be linked and searched, which means someone with access to the server could technically read it. We don't look at them. If something is sensitive, seal it: it's then locked with your own seal phrase before it leaves your device, and nobody, including us, can open it. If you forget the phrase, sealed memories can't be recovered.

Business plans get their own private server. Single and Family plans share a server with other customers, but each family can only find, invite and chat with its own people. Messages stay encrypted either way.

Cocoshell is built on the open, audited Matrix standard and open-source software (Synapse, Element). Our full list of components and licenses is available on request.

Go to https://cocoshell.ai/account, enter your email, and open the link we send you.

Business is a flat monthly price for your team size: up to 5 people $29.99, up to 15 people $59.99, up to 40 people $129.99. You pick the size when you sign up. Your size is a firm limit: when all the seats are used, nobody new can be added until you upgrade to the next size from your account page, and you pay only the difference for that month. Each size also comes with more cloud storage per person. If your team gets smaller, write to us. Your server grows with your team at no extra charge.

Each plan includes an amount of cloud storage for files and for photos you text in. When you reach it, new uploads and texted photos stop saving and you get a message with an upgrade link. Nothing already saved is deleted. Your files on your own computer are never affected.

Yes, from your account page. You're charged or credited the difference for the rest of the month. Moving to Business means a new private server: write to us and we'll help.

We email you right away. If it isn't fixed within 7 days, your plan is paused (nobody can sign in) until it is. Nothing is deleted while paused.

Your chats keep working for 14 days, then pause. Everything is permanently deleted 30 days after you cancel. You can also delete everything right away from your account page.

If your account has an email address, tap "Forgot password" on the sign-in screen. Otherwise ask your plan owner to give you a new temporary password from the manage page. A new password doesn't affect your messages, but you'll need your recovery key on a new device.

Sign in at the manage page and choose My account → Delete my account. If you pay for the plan, cancel it first on your account page (or delete the whole plan there).

Sign in at the manage page and choose My account → Download my data. To save the messages in a chat, open it in the app on a computer → Chat info → Export chat.

In the app, long-press the message (or open the person or chat) and choose Report. Reports go to us and, for business plans, can be reviewed with your company.