Support
Write to support@maitreyatools.com. A person reads every message, and reports about other people are read within 24 hours.
Your key and recovery code
I got a new phone, or reinstalled Ryze. How do I get my letters back?
Sign in the same way as before (Apple, Google or your email). Ryze will ask for your recovery code, the 32 characters (8 groups of 4) it showed you when you first set up. Type it in and everything unlocks: letters, journal and fears.
I still have my phone but lost my recovery code.
Make a new one now in Me: in Zen, under "Locked on this phone", tap Make a new recovery code; in Flashy, tap New code next to "Recovery code". Write it down somewhere safe. The old code stops working.
I lost my phone and my recovery code.
We're sorry: your letters, journal and fears can't be recovered. They're end-to-end encrypted with a key that only your phone and your recovery code could unlock, and we never have either. That's what keeps them private, even from us.
To start again with the same email, ask us to delete your old account by email (see Delete your account), then sign in again once it's gone. Your friends will need to add you again.
What happens if I sign out?
Signing out makes this phone forget your key and stop notifications for your account. To come back you'll need your recovery code, so check you have it first.
Can you read my letters?
No. The words of letters, their moods, your reflections, journal pages, fears and poll questions are encrypted on your phone before they reach us. We can see who writes to whom and when letters arrive, because we deliver them. The privacy policy has the full list.
Friends, blocking and reporting
Who can send me letters?
Only friends: people you've both said yes to. People can only find you by typing your exact @handle; there's no list to browse. Even then, a friend's letter waits at your door until you let it in.
How do I block someone?
Choose Block on that person. Blocking:
- ends your friendship and any request waiting between you;
- stops their letters that haven't reached you yet, for good;
- puts away their letters you already have, until you unblock;
- removes them from polls you share (a poll with just the two of you is cancelled);
- means any new friend request from them is held where you never see it.
They aren't told. You can see and undo blocks in Me.
How do I report someone?
Choose Report on the person, or on a letter or poll from them. Pick a reason and, if you want, add a few words. We read every report within 24 hours and act on it, which can include removing the account. The person isn't told who reported them.
Because letters are end-to-end encrypted, a report doesn't include what a letter says unless you type or paste it yourself. If someone is threatening you, please also contact local police.
Letters and notifications
When does a letter arrive?
On the day you chose, somewhere inside the window you chose, or at a surprise moment the server picks and keeps hidden. A letter needs to be at least a day away. Server notifications wait until morning if a letter arrives at night (between 21:00 and 08:00 your time).
I'm not getting notifications.
Check that the kind you want is on in Me → Notifications, and that notifications for Ryze are allowed in your phone's settings. Ryze only asks for permission when you turn a notification on or tap Allow.
Can I take my things with me?
Yes. Me → Take it with you saves your journal as Markdown, or everything (journal, fears, letters, polls, friends) as JSON. You can delete your account at any time from the bottom of Me.
Is Ryze a mental health service?
No. Ryze is a place to write and reflect. If you're in crisis or thinking about harming yourself, please contact local emergency services or a crisis line in your country.