Help
One address, and a person on the other end.
No ticket queue, no chatbot, no phone tree. Write to us and someone who works on Bracemark reads it.
Support
support@bracemark.comBugs, billing, imports, exports, anything at all. We are a small team in one timezone, so a reply can take a day or two. A person reads every message, and anything that needs an answer gets one — an AI model may help draft it, but a person writes or approves every reply we send.
Worth including
- What you were doing, and what happened instead.
- Which app — the web app, iOS, Android, or the browser extension — and its version.
- Your username, if the problem is with your account. Never your password or recovery code.
What we can’t do
These aren’t policies we could be talked out of — they are consequences of an app where the key never reaches us.
- Recover a lost password
- If you still have your recovery code, use it to sign in and then set a new password. If both are gone, the library cannot be opened by anyone — including us. There is no override, no support escalation, and no exception.
- See or fix your data for you
- We can’t read a link, restore one you deleted, or look at your library to debug it. What we have to work from is your description of it. If something looks wrong, take an export first: it costs nothing, and it leaves you a copy of what is on your device before anything else changes.
- Refund a store purchase directly
- Subscriptions bought inside the iOS or Android apps are handled by Apple and Google, and refunds have to go through them. For a subscription bought on the web, write to us — we can help with those.
Reporting a security problem
Please write to security@bracemark.com rather than posting publicly. Tell us what you did and what you saw; you will get a reply from a human, not an auto-responder.
We aim to acknowledge a report within three working days, and to tell you what we intend to do about it within ten. We are a small team, so there is no bug bounty and we can’t offer payment — we will credit you when a report leads to a fix, unless you would rather we didn’t. The scope, the things we are most interested in, and the handful of behaviours that are known and by design are in our security policy.
Faster than an email
- Read the FAQ firstEncryption, the account model, plans, and the day-to-day questions — most answers are already there.
- Plans and what they includeWhat the free plan covers, what Plus adds, and how the trial works.
- What we store about youThe complete inventory, including the parts that aren’t encrypted.