Support

Answers to the questions we hear most. Still stuck? Write to [email protected]; we aim to reply within 2 business days.

Codes and mail

My code didn’t arrive

1. Give it a minute. Most mail arrives within seconds, but some services take up to a minute. Pull down on the inbox to refresh.
2. Check the domain’s health. Some services reject temporary domains. Open Addresses › Domain Health. Each domain shows Healthy, Watch or Blocked, when it last received mail, and which services it recently worked with. The same health pill appears on your address.
3. Tell us. Tap Didn’t arrive? under the inbox’s code area, or My Code Didn’t Arrive on Domain Health, and pick the service. That flags the domain for everyone, and we check flagged domains every 6 hours.
4. Try another domain. Create a new address on a domain that recently worked with that service, then ask the service to send the code again.
5. Try a clean domain. Clean domains run on our own mail server and are accepted by more services. They are included in Premium. On the free version you can unlock one for 24 hours by watching an optional ad (up to 3 a day; once a day with Remove Ads).

No temporary address works everywhere. Some services block every temporary domain they find; for those, a temporary address is not the right tool.

The notification doesn’t show the code

• In Poof, check Settings › Notifications: turn on Show code in notification. If Hide code when locked is on, the code appears only after you unlock.
• In iOS Settings › Notifications › Poof, make sure notifications are allowed. Turn on Time-sensitive codes in Poof so codes can break through a Focus.
• On a slow connection your iPhone may not have time to fetch the code; the notification then says “New mail”. Open it to see the code.

Poof highlighted the wrong number

Code detection is automatic and occasionally picks an order number or a price. Open the message to check the real code. If it keeps happening with the same sender, tell us at [email protected] which service it was, so we can improve detection.

Can I send or reply from my Poof address?

No. Poof only receives mail. That keeps the domains clean and stops anyone using Poof to send spam.

How long does my inbox last?

Free inboxes receive mail for 24 hours, and you can extend them (up to 7 days in total). Premium inboxes receive mail for 30 days and can be extended. After an inbox stops receiving, you can still read it for 7 days (Free) or 30 days (Premium), then it is deleted. Details are in the Privacy Policy.

Moving to a new iPhone

Automatically with iCloud Keychain

Turn on Settings › Sync › Sync addresses with iCloud Keychain. Your inbox keys are then end-to-end encrypted by Apple and available on your other devices signed in to the same Apple Account with iCloud Keychain on. Install Poof on the new iPhone and your inboxes appear.

With a QR code

1. On the old iPhone, open the address and tap Show QR Code, then Transfer Inbox and Show QR.
2. On the new iPhone, open Addresses › Import › Scan QR Code and scan it.

Anyone with this QR code can read the inbox. Show it only to your own devices.

With the inbox token

On the old iPhone, use Copy Token on the Transfer Inbox screen. On the new iPhone, open Addresses › Import › Paste Token and paste the 32-character token. Treat the token like a password; never send it to us or post it anywhere.

I lost my iPhone

If your inboxes were synced with iCloud Keychain, sign in on your new iPhone and install Poof. If they were not synced and you have no QR code or token, we can’t restore them: there is no account, so nobody, including us, can prove the inbox was yours. Your purchases are safe; use Restore Purchases.

Import says “No inbox matches that token”

The inbox has expired and been deleted, or the token was copied incompletely. Expired inboxes can still be imported while they are readable, but not after they are deleted.

Purchases, restores and refunds

Restore a purchase

Tap Restore Purchases on either purchase screen or in Settings › Purchase Help & Refunds. Use the same Apple Account you bought with. If it says no purchases were found, check that you are signed in to the right Apple Account in iOS Settings.

Change or cancel Premium

Open Settings › Purchase Help & Refunds › Manage Subscription, or iOS Settings › your name › Subscriptions. Cancel at least 24 hours before the renewal date to avoid being charged for the next year. Premium stays on until the end of the period you paid for. Deleting the app does not cancel a subscription.

Get a refund

Refunds are handled by Apple. In Poof, go to Settings › Purchase Help & Refunds › Request a Refund, or visit reportaproblem.apple.com. If something isn’t working, tell us first at [email protected]; often we can fix it the same day.

I paid but Premium isn’t on

Make sure you are online, then tap Restore Purchases. If Apple asked a parent to approve the purchase (Ask to Buy), it unlocks after approval. Still not working? Email us your app version (Settings › About › Version) and the date of purchase. Never send card details or your Apple Account password.

Your data

Delete all my data

Go to Settings › Data › Delete All Addresses and Messages. This erases every address, message and setting on your iPhone and on our servers. It can’t be undone. There is no account to close. To remove a single address or message, delete it from the Addresses list or the message itself.

If you can no longer use the app but still have an inbox token, email us and we will delete that inbox. Without the app or the token we can’t identify your data, but it is deleted automatically when it expires. See the Privacy Policy.

Ads and tracking choices

Change your ad consent in Settings › Ads › Privacy Options, and tracking in iOS Settings › Privacy & Security › Tracking. To report an ad, use Settings › Ads › Report an Ad. Remove Ads and Premium turn ads off entirely.

Report spam, phishing or illegal content

Use Report in the message, or email [email protected]. Reports of illegal content close the inbox immediately.