Support

How to reach us

If a child is at risk

Do not use the address above. Child-safety reports have their own route, monitored separately, read and answered by a person within 24 hours.

See our child-safety standards for how to report, including anonymously, and who we escalate to.

Questions that come up

The QR code will not scan

For a code on a screen, both phones need to be awake, on the pairing screen, and in the same room. If the camera will not focus, raise the screen brightness on the phone showing the code. A code on a screen lasts five minutes. If you are not together, send an invite instead. It lasts an hour, and whoever opens it still has to be approved by you before anything connects.

Calls do not ring

Check that notifications are allowed for Rilo in the phone’s settings, and that Focus or Do Not Disturb is not on. On Android, battery optimisation can also stop a call waking the phone: Settings → So calls always ring shows whether it is on or off for Rilo and opens the system list where you can change it. The app never asks for that exemption in a pop-up. It is a permission Play reviews app by app, and a children’s app is not where we want to spend that argument.

Moving to a new phone

An identity lives in the phone’s secure storage and does not travel in a backup, by design. A copy of your key that a cloud account can restore is a copy someone else can restore. Set the new phone up as a new device and pair the contacts again, as you did the first time.

Giving a phone to somebody else

Wipe it from inside Rilo first. Open the grown-up corner and choose Give this phone to somebody else. The keys, contacts, messages and photos on that handset are destroyed, and it goes back to the screen a new phone shows. The account itself is not deleted. Your other phones keep it, and the people you know keep you. A full factory reset does the same thing and more, and is still the better move if you are selling the phone rather than passing it down. What you must not do is hand it over as it is: an unwiped phone opens as you, for whoever holds it next.

Removing a contact

An adult can remove any contact from their own list at any time. A child cannot remove a guardian, and a guardian can remove any contact from a child’s list from their own phone.

Deleting an account

It is a row at the bottom of Settings in the app. The deletion page walks through it, and says what is still possible when the phone is gone.

Subscriptions and refunds

Subscriptions are bought through Apple or Google rather than from us, so cancellations and refunds go through the store where the subscription was bought. A copy of the Android app downloaded from this site cannot sell one. We never see your payment details and cannot refund anything ourselves.

Contact points

Under the Digital Services Act we publish contact points that reach us directly. All of them are electronic and all are monitored.

For users (Art. 12)

The support address above, for anything about the service.

For authorities (Art. 11)

The same address, marked for the attention of the child-safety contact. Law-enforcement requests are handled by the named contact on the child-safety page.

Languages

Dutch, French and English.

Legal representative

Not required: the provider is established in Belgium, in the European Union, so Article 13 does not apply.

Reporting illegal content

If you believe something on Rilo is illegal, tell us. A notice is easier to act on if it says:

• what you saw, and why you think it is unlawful;
• who it was about, as precisely as you can: the name they appear under on your phone, whose phone that is, and roughly when. We hold no names and no list of who talks to whom, so a description does not always find an account. The report control in the app carries the account with the report, which is what makes that reliable;
• how to reach you, if you want to hear the outcome. Reports about child safety may be sent anonymously.

We will confirm we have it, tell you what we decided, and say why. Because message content is end-to-end encrypted, what we can act on is the account rather than the message. The child-safety page explains what that means in practice.

Last updated 14 September 2026.