How can we help?

Almost always the network. When the connection drops mid-call - for example when your phone moves from Wi-Fi to mobile data - the call screen shows Reconnecting and the app tries to repair the call for up to 20 seconds. If the connection is not back by then, the call ends. Calls that never connected - missed, declined or not answered - do not use any minutes.

It depends on the pack of the person who started the call, which sets one size for voice and one for video - the video size applies as soon as anyone's camera is on. When the call is full, the Add participant button is greyed out. If your pack does not include group calls, the app says so when you try to add someone.

Besides the network, a call ends when: it reaches your pack's limit for a single call; your minutes run out, or the other person's do; calls are paused for a short maintenance; or Connect Me ended the call. The call screen tells you which. Get more minutes in Me › Packages, or with a top-up.

Yes - tap the camera button during the call and allow the camera if asked. In a group call, video is possible only while the call is within your pack's video group size; the app tells you if it is not.

Your phone needs a few settings for calls to ring on the lock screen. When one is missing, Me shows an Incoming call display row - tap it and then Open settings. Also make sure battery optimisation is not restricting Connect Me.

Check the mute button on the call screen and the microphone permission in your phone's settings. On a voice call the earpiece is used; tap the speaker button to switch.

Your pack gives you a pool of minutes for a period - for example 100 minutes every 7 days. Every call you are connected on uses minutes from your own pool, counted to the second: audio or video, 1:1 or group, and both people in a call use their own minutes. When the period ends the pool starts again; unused minutes do not carry over. Me › Packages shows how many you have left and when they renew.

Three ways: move to a bigger pack in Me › Packages; buy a top-up there (Top up minutes) to add minutes to your current period; or watch an ad for free minutes in Me › Ads & free minutes. Purchases go through your Apple ID or Google Play account, and the minutes arrive as soon as the store confirms.

Extra minutes for your current pack period, bought once in Me › Packages › Top up minutes (while a paid pack is running) or from the screen that appears when you run out. Top-up minutes join your pool and last until your pack renews.

Me › Ads & free minutes. Watch an ad to the end and the minutes are added to your pool, until your pack renews. There is a daily limit; the screen shows how many are left today.

Ads keep calling free. Whether you see them, and which kind, depends on your pack. You can change your ad privacy choices in Me › Ads & free minutes › Ad privacy choices; on iPhone, ads are personalised only if you allow tracking.

No. A pack's minutes are for its validity period; when it renews, the pool starts again in full.

Me › Packages › Renew automatically. For a pack bought through the App Store or Google Play, renewal is managed in your store account — the Manage button takes you there. Your minutes stay usable until the end of the period you already paid for.

The minutes you have left stay usable until the end of the current period. After that you move to the standard free pack: fewer minutes, a shorter limit per call, smaller groups, and chat backup stops updating. Me › Packages shows the date and what changes.

Tap Restore purchases at the bottom of Me › Packages. It asks the store for your purchases and applies them to your account. If it still does not appear, open a ticket with the store receipt.

In your store account — the App Store or Google Play — not in the app. Connect Me never charges your card directly.

Sign in on the new phone with the same number. If your number has a backup, the app offers to restore it right after the code screen, and you can also start it from Me › Chat backup › Restore. Your messages are already on our servers; the restore brings back the photos, videos and files in your backup.

When backup is on, every photo, video, voice note and document you send is backed up as you send it. Files you receive are backed up by your phone on a schedule — daily at 3 AM, weekly, monthly, or only when you tap Back up now. Me › Chat backup shows how much of your pack's storage is used.

Because everything on this phone is already in your backup. Sent files are backed up at send time; the button turns on only when something you received is not yet backed up.

Your pack's backup space is used up. New photos and videos are still delivered, but no longer backed up, and you get one notification saying so. Free up space by deleting media, or move to a pack with more storage in Me › Packages.

Only while Me › Chat backup › Include videos is on. Videos are most of a backup's size, so you can leave them out and keep the space for photos and documents.

Me › Chat backup › Delete my backup. You type DELETE to confirm, and every backed-up file is removed from our storage immediately. Your chats on the phone are not affected.

The backed-up photos, videos and files are stored encrypted on our servers. Backup is not end-to-end encrypted with a key only your phone holds, and your messages themselves are not end-to-end encrypted.

Your status updates are shown only to mutual contacts - people who have your number saved and whose number you have saved - and never to anyone you have blocked. Each update lasts 24 hours, and My status shows who viewed it. Your profile photo is seen by people who can reach you on Connect Me.

Open their contact page and tap Block. They can no longer call or message you, and you will not see each other's status. Me › Privacy › Blocked contacts lists everyone you have blocked.

Press and hold a message, or open a contact page, a group's info or a status update, and choose Report. Our team reviews every report - they see the reported message and the few around it - and accounts that break the rules are warned or suspended. You get a notification when it has been reviewed. The person is not told who reported them.

Yes, once you allow Contacts: the app sends the name and number of each entry in your address book, so it can show who is on Connect Me and show names as you saved them. They are never shared with anyone. To stop it, turn off Contact sync in Me › Privacy - that also deletes what we hold.

Me › Privacy › Last seen. Off hides it from everyone.

Me › Delete my account. We send a code to your number to confirm it is you, and then your profile, contacts, the messages you sent, your status updates, backup, purchases and tickets are deleted. This cannot be undone. Without the app, you can ask for deletion at https://calling.adorasoft.net/api/legal/delete-account.

Check that the number is right and has its country code. You can ask for a new code when the timer ends. A number can get 3 codes an hour, so if you have reached that, wait before trying again.

No. Your account is on one phone at a time. Signing in on a second phone signs the first one out, and it gets a notification saying so.

Someone signed in with your number on another phone. If it was not you, sign in again on your own phone — that signs the other one out — and open a ticket so we can check.

Tap your name at the top of Me. Your contacts see your photo, and the name they saved for you; people who have not saved you see your number.

Me › Change number. We send a code to your old number first, then to your new one. Your chats, groups, pack, minutes, backup and profile move to the new number, and you can choose to tell your mutual contacts. A number can be changed once every 30 days. If you no longer have the old SIM, open a ticket and our team can help.

Your account broke our rules or a report about it is being looked into. Nothing has been deleted - your chats, backup and minutes are kept as they were. The Contact support button on that screen opens a ticket, which is the way to appeal; a person reads every one.

Yes. They are held on our servers and delivered the moment the other phone connects. The ticks under a message show sent, delivered and read.

Yes — press and hold it. Delete for me removes it from your phone; Delete for everyone removes it from the other side too, within one hour of sending.

Open the chat, tap the name at the top, then Notifications, and choose 8 hours, 1 week or Always. You keep receiving messages; they just do not notify you. Mute does not affect calls - calls from that person still ring.

Photos up to 8 MB, videos up to 25 MB, voice notes and documents up to 10 MB. The app checks before sending and tells you if a file is over the limit. Photos are resized before sending.

Hold the microphone button in the chat and speak; release to send, slide to cancel. Some packs limit the number of voice notes a day - the app tells you when you reach it.

Some packs set a daily number of messages, a daily number of voice notes, and how many groups you can create. When you reach one, the app says so and the message is not sent. Daily limits reset each day; Me › Packages shows what a bigger pack allows. A group can have up to 256 members.

When chat backup is off, photos, videos and files are deleted from our servers 7 days after sending. The message stays in your history, and a copy you already saved on your phone stays there. Turn on chat backup to keep them.

Me › Notifications › Show message notifications. Off means messages appear only when you open the app. Incoming calls always ring - to stop someone calling you, block them from their contact page, or use Do Not Disturb on your phone.

Check your phone's own settings first: if notifications are blocked for Connect Me there, nothing in the app can reach you, and Me › Notifications shows a banner with an Open settings button.

News from Connect Me — new packs, price changes, app news. Off by default; turn it on in Me › Notifications if you want them.

Me › Help & feedback › New ticket. Describe what happened, attach a screenshot or screen recording if you have one, and a person reads it. We reply within one working day; the reply lands in the ticket and as a notification.

We are doing a short maintenance. Calls already in progress carry on; new calls and messages wait until it is over. Messages you tried to send are sent automatically when the service is back - tap Try again to check.

One ticket at a time. Reply on your open ticket instead of starting again — it keeps everything you have told us in one place. You can open a new one once our team marks the first resolved.

Connection events, error codes and timings from the last 24 hours, plus your app version and phone model. No message content, no contact names, no numbers other than your own. You can turn them off on the ticket form.