Support

For help with anything, email support@gocode.ca. A person reads every message.

It helps to include the email address on your account (or, if you subscribed in the app without making a login, say so), the device and app version you are using (the app shows its version under About), and what you did and what happened.

The answers to the common questions are below.

Is Gryphon down?

Gryphon's own status page shows whether the service is working, and is published by Gryphon itself like any customer's.

Subscriptions and billing

Cancelling

A subscription is cancelled where it was bought. Either way, you keep what you have paid for until the end of the current period or free trial.

• Bought on the website: sign in, open Plan from the menu under your name, choose Manage billing, then cancel. Cancel before the current period or free trial ends to avoid the next charge.
• iPhone or iPad: cancel at least 24 hours before the period ends. Open the Settings app, tap your name, then Subscriptions, then Gryphon. Gryphon's own Settings screen also has a Manage subscription button; on the screen it opens, Manage subscription takes you to the same place.
• Android: open the Play Store, tap your profile picture, then Payments & subscriptions, then Subscriptions.

Deleting your Gryphon account does not cancel a store subscription. Cancel it as well. A subscription bought on the website is cancelled with the account, straight away, and the time left is not refunded.

Refunds

On the website, cancelling stops the next renewal and does not refund the period already paid for. If you think you were charged by mistake, email us.

Refunds for store purchases are decided by Apple or Google, and we cannot issue them on their behalf. For an App Store purchase, request one at reportaproblem.apple.com. For Google Play, follow Google's refund instructions.

Changing plans

For a website subscription, open Plan and choose Manage billing. In the app, open Settings and tap Manage subscription (iPhone and iPad) or Change plan (Android) to see the plans. Moving to a larger plan takes effect straight away; moving to a smaller one takes effect when the current period ends.

A new phone, or a reinstall

If you made a login, sign in with it. If you subscribed without one, open the app on the new phone, signed in to the same Apple ID or Google account you paid with. It usually finds your subscription and signs you back in by itself; if it does not, tap See plans, then Restore purchases. That brings back the same account, with its hosts and history.

A subscription without a login can only be recovered through the Apple ID or Google account that paid for it. Adding a login (in the app, Settings, then Create a login) lets you get back in from any device and use the web dashboard too.

Signing in

• Forgotten password: use Forgot password, on the web or on the app's sign-in screen, and we will email you a link to choose a new one.
• Lost your two-factor device: sign in with one of the recovery codes you saved when you turned two-factor on. If you have none left and you are a member, the account's owner can reset two-factor for you from Users; otherwise, email us from the address on your account.
• No confirmation email: check your spam folder, then tap the button to send it again on the app's check-your-email screen. If it still does not arrive, email us.

Deleting your account

In the app, open Settings and choose Delete account (Leave account if you are a member), at the bottom. On the web, sign in and use Delete your account. You can also email support@gocode.ca from the address on your account and we will do it for you.

If you are an owner, this deletes the whole account: its people, hosts, checks and history. If you are a member, it deletes your own login and leaves the account as it is for everyone else. It cannot be undone. The privacy policy explains what we keep and for how long.

Monitoring

• Installing the agent: see Install the agent, and the agent for what it reads.
• Firewalls: our checks come from the addresses on the check locations page.
• How alerts work: How it works sets out when a failure counts as real and how people are told.

Reporting abuse or a security problem

If Gryphon is checking a system of yours without your permission, or you believe you have found a security problem in Gryphon, email support@gocode.ca. The acceptable use policy says what to include.

Anything else

See Contact, or just email support@gocode.ca.