How can we help?

Go to Settings > Security and pick your second factor. An authenticator app (any standard TOTP app works - Aegis, Raivo, 1Password, whatever you already use) takes about a minute: scan the QR code, type in the six-digit code, done. If you have a hardware key like a YubiKey, register it there too - we support WebAuthn on every plan, and it's the strongest option because it can't be phished.

When you enable 2FA we generate a set of one-time backup codes. Download them and put them somewhere that isn't your inbox - if you lose your phone AND your backup codes, getting back in becomes a slow, deliberately awkward process, because we can't just wave you through. That's a feature, not a flaw.

Your recovery phrase is a list of words we show you exactly once, at signup. It's a backup key to your mailbox. Because your mail is encrypted with keys derived from your password, we hold nothing that can open it - so if you forget your password and you don't have the phrase, your stored mail is genuinely unreadable. Not "call support and they'll sort it" unreadable. Unreadable.

Store it in a password manager, or write it on paper and put it in a drawer - anywhere that isn't the mailbox it unlocks. If you skipped writing it down at signup, go to Settings > Security and generate a fresh one today, while you still remember your password.

You don't have to ask for one - every payment produces a proper VAT invoice automatically, emailed to you when the charge goes through and kept under Settings > Billing for as long as your account exists. Monthly subscribers get one each month; annual subscribers get one per renewal.

Each invoice shows our Swiss company details (Scroogle Mail AG, UID CHE-214.796.358, Werdmattweg 7, 8005 Zurich) and our UK VAT registration (GB 427 8811 36), with UK VAT itemised - so your accountant gets everything they need without either of you emailing us. If you need the invoice addressed to a business name, add it once under Billing and every future invoice picks it up.

Go to Settings > Account > Close account. We'll ask you to confirm with your password, remind you to export anything you want to keep, and then close it - no retention "specialist" ringing you, no dark-pattern maze. Your encrypted mailbox is deleted on the schedule set out in section 7 of our privacy policy, and once it's gone it's gone: we can't recover deleted zero-access data, for you or anyone else.

If you're within your first 30 days, the money-back guarantee applies and we refund you in full. Outside that window, the refunds and cancellation section of our terms explains exactly what happens to the remainder of your billing period. Aliases and custom-domain addresses stop receiving mail when the account closes, so update any important logins first.

Search "Scroogle Mail" on the iOS App Store or Google Play, install, and sign in with your normal address and password (plus your second factor, if you've set one up - and you should). Turn on notifications when the app asks: they're generated on-device after your mail is decrypted locally, so the notification service never sees your message content.

Both apps are open source, like all our clients, and contain no advertising or tracking SDKs - a claim you can check in the published source rather than take on trust. The apps are included on every plan; you don't need Scroogle Bridge on mobile, as Bridge is only for desktop IMAP clients.

We publish live status, uptime history and incident write-ups at status.scrooglemail.com - it's hosted on separate infrastructure, so it stays up even when we're having a bad day. Check there first: if we know about a problem, it'll be listed within minutes, with plain-English updates rather than "we are investigating an issue" on loop.

During any incident that affects your account we also email affected customers directly, and we publish a post-incident report once it's resolved - what broke, why, and what we changed. If the status page says all is well but your mail isn't behaving, the fault is probably closer to home, and support will help you find it.