Support

Answers to what people ask most, and how to reach a person when they aren't enough.

Contact us

Write to rodrigoloucao570@gmail.com. Tell us your iOS version and what you were doing when it went wrong. Please don’t send message content, and never send a password or code from any service. We usually reply within a few working days.

Reporting abuse? Use Report in the app, on the person’s profile. Reports reach us with the account and your reason, plus any messages you choose to attach, and we act on them within 24 hours. If someone is in immediate danger, call your local emergency number first.

What you need

An iPhone with iOS 18 or later.
A phone number that can receive one SMS, to verify it.

Getting started

My verification code didn’t arrive

Codes come by SMS from hoppin and work for ten minutes. Check the number, including the country code, check you have signal, and look in your filtered messages. If you’ve asked for several codes in a row, wait up to an hour before asking again.

hoppin asks me to verify my number again

That happens if your number was verified on another phone, if you haven’t opened hoppin for over a month, or if your registration was reset on our side. Verify again with the same number. Your conversations and keys stay on your phone, and your contacts won’t see a security warning, because your keys haven’t changed.

Why does hoppin ask for Bluetooth, Local Network and Camera?

Bluetooth passes messages between nearby phones when there’s no internet.
Local Network finds people on the same Wi-Fi, so messages can go straight between the two phones.
Camera scans a contact’s code to check their safety number, and takes photos to send.

hoppin still works without any of them, through our relay. You can change each one in the iOS Settings app, under hoppin.

Sending messages

How does a message get to the other person?

hoppin tries the most direct way first. On the same Wi-Fi, it goes straight from your phone to theirs. Across the internet, it goes directly when the two phones can reach each other. With no internet at all, a text can travel over Bluetooth. When none of that works, it waits on our relay, encrypted, until their phone collects it, for up to 7 days. The privacy policy says exactly what the relay can and can’t see.

Can I send messages without internet?

Texts, yes, as long as Settings › Bluetooth mesh is on and other hoppin phones are near enough. A message can hop from phone to phone until it reaches the person it’s for. The phones in between can’t read it or tell who it’s for.

My photo says “Waiting for Wi-Fi or mobile data”

Photos are too big for Bluetooth, so they wait until your phone is back online and then send on their own. Texts keep going over Bluetooth in the meantime.

What do the connection messages mean?

You’re offline: your phone has no internet. Texts can still go over Bluetooth to people nearby.
hoppin’s server isn’t answering: the problem is on our side. Your messages wait on your phone and go out once it’s back.
Couldn’t confirm this is hoppin’s server: something on this network is getting in the way, often hotel or public Wi-Fi with a sign-in page. Sign in to that network or switch to mobile data. hoppin refuses to talk to a server it can’t verify.

Notifications are late or missing

Check that notifications are allowed for hoppin in the iOS Settings app and switched on in Settings › Notifications in hoppin. Focus modes and Low Power Mode can hold them back.

Safety

What is a safety number?

Every conversation has a 60-digit safety number made from both people’s keys. Open the person’s profile and compare it with theirs, reading it out or scanning the code on their phone. If it matches, nobody is sitting between you. Mark as Verified records that you checked.

hoppin says a contact’s security code changed

That happens when someone reinstalls hoppin or moves to a new phone. It is also exactly what someone pretending to be them would look like, so hoppin stops sending until you’ve looked. Check with the person some other way you trust, or compare safety numbers again, before you carry on.

How do I block or report someone?

Open their profile by tapping their name at the top of the chat, then choose Block or Report. You can also block someone by swiping left on the chat in your list. Blocked people can’t reach you. A report sends us the account and your reason, and only the messages you choose to attach.

Your account

How do I lock the app?

Settings › Privacy & Security, then turn on Require Face ID (or Touch ID, or your passcode) and pick how soon it locks.

What does the relay know about me?

Settings › Privacy & Security › Your data on the relay lists everything our server holds about your account, read from your phone.

How do I change my number?

Settings › Account › Change phone number verifies the new number and moves your account to it. Your conversations stay on your phone, and your contacts are told about the new number.

How do I delete my account?

Settings › Account › Delete account removes your registration and anything waiting for you from our server, and erases your keys and conversations from your phone. It can’t be undone, and we keep no copy to restore from.

Can I move my messages to a new phone?

No. Conversations live only on the phone they were written on, and are left out of iCloud and computer backups on purpose, so there’s nothing to restore. It’s the price of nobody else ever holding a copy.