Account & Billing FAQ
Common questions about your profile, password, security, subscriptions, and billing.
How do I change my password?
Go to Settings → Security. Three options are available: reset via email (sends a link to your registered address), reset via SMS (if you have a verified phone number), or change password directly (if you know your current password). See Account Settings → Password.
I forgot my password. How do I log in?
On the login screen, tap Forgot password? and enter your email address. Grūps App emails you a 6-digit verification code — enter it to confirm your identity, and a password reset link is then sent to your inbox. The link expires after a short time; request a new one if it has expired. Check your spam folder if the email doesn't arrive within a few minutes.
If you don't have access to your email, tap I don't have access to my email on the reset screen to use SMS verification instead. This requires the phone number associated with your account.
How do I change my email address?
Go to Settings → Security and tap Change Email. Enter the new address and verify it before the change takes effect. Your current email continues to work until the new one is verified.
What is two-factor authentication (2FA)?
2FA adds a second step to your login — after entering your password, you also enter a one-time code sent to your phone by SMS. This makes your account significantly harder to compromise even if your password is stolen. Enable it in Settings → Security → Enable 2FA. See Two-Factor Authentication.
What if I lose access to my phone with 2FA enabled?
Use a backup code. Backup codes are single-use codes you generate when you enable 2FA — store them in a password manager or printed somewhere safe. If you don't have backup codes, contact Grūps App support for account recovery assistance. This is why generating backup codes when you enable 2FA is important. See Backup Codes.
Can I sign in with a passkey?
Yes, on the web app. If you have a passkey registered, a Sign in with passkey button appears on the login screen. Tap it and authenticate with your fingerprint, face, or device PIN — no password required. Passkeys are not available in the Grūps App iOS or Android app. To set up a passkey, go to Settings → Security → Passkeys. See Passkeys.
What happens if my passkey sign-in fails?
Sign in with your email and password instead. Once signed in, you can re-register a passkey from Settings → Security → Passkeys. If you see "No passkey found for this account," your passkey may have been deleted or is not synced to this device — check your iCloud Keychain or Google Password Manager.
Can I use Face ID or fingerprint to log in?
Yes, on supported mobile devices. Toggle Biometric Authentication in Settings → Security. This feature is only available in the Grūps App mobile app — it is not shown on the web version. See Biometric Login.
How do I change my display name?
Go to Account → Profile and update your Display Name field. Your display name is what other members see in chat, notifications, and across all groups. Tap Save Changes. The change applies immediately across all your groups. See Your Profile.
Can other members see my personal information?
Your App Profile (the global profile with your name, email, phone, and address) is not directly visible to other members. Only information you enter into a group's member profile is visible to that group's members. Admins of a group can see all filled group profile fields. Some profile fields can be marked private by the group admin — those are visible only to you and admins.
How do I see what's happened on my account recently?
Go to Settings → Security and scroll to Recent Account Activity. It shows the last 50 security events on your account — sign-ins, failed attempts, password changes, email changes, and session revocations — each with the approximate location, device/browser, and timestamp. The list shows 5 events by default; tap View all events to expand it. IP-based location data is automatically removed after 90 days. See Recent Account Activity.
A pop-up appeared when I was upgrading my plan — what is that?
That is a 3D Secure (3DS) verification step required by your bank. Some banks require additional authentication — such as a one-time code sent to your phone — before approving card payments online. The pop-up is triggered automatically when your bank requests it. Complete the verification to finish the upgrade. If it fails or times out, your plan is not changed and no charge is made — try again or use a different card.
How do I change my subscription plan?
Go to Settings → Plans, select the plan you want, and confirm the change. Upgrades take effect immediately (with a prorated charge today). Downgrades take effect at the end of your current billing period. See Subscription Plans.
Is there a refund if I downgrade?
No. Downgrading is not refunded — you retain access to your current plan until the end of the billing period you've already paid for, then the new lower plan takes effect. If you upgraded recently and want to reconsider, contact Grūps App support.
How do I cancel my subscription?
Go to Settings → Plans and tap Cancel plan. Confirm the cancellation. You keep full access to your paid plan until the end of the billing period. On that date, your plan moves to Free automatically. See Cancelling.
I subscribed through the App Store / Google Play — how do I manage my subscription?
App Store and Google Play subscriptions are managed through your store account, not the Grūps App billing portal. To cancel, go to your Apple ID subscription settings (iOS) or Google Play subscriptions (Android) and cancel from there. Use the Restore Purchases button on the Plans page if your subscription isn't showing correctly after reinstalling the app.
How do I download all my data?
Go to Settings → Personal Data and tap Request Data Export. Your data is packaged as a JSON file and downloaded immediately. The export includes your profile, messages, group memberships, and other account data.
How do I delete my account?
Go to Settings → Personal Data and scroll to Account Deletion. Check both acknowledgement boxes and tap Request Account Deletion. A verification email is sent to confirm the request. Your account is scheduled for permanent deletion after a 30-day grace period, during which you can cancel the request. After deletion completes, your personal data is permanently removed. See Personal Data & Deletion.
What happens to my groups when I delete my account?
Groups you own are not automatically deleted when you delete your account. Before deleting, transfer ownership of any groups you own to another member, or delete those groups yourself. Groups you are a member of continue as normal — your membership is removed and your messages appear as "Deleted User."
Is my data safe?
Yes. Grūps App encrypts sensitive fields at the database level using AES-256 encryption — specifically your phone number, recovery phone, and emergency contact details. Passwords are hashed (never stored in plain text). All data in transit is encrypted with TLS.
When you first visit the web app, a cookie consent banner asks whether you consent to anonymous error and performance tracking (via Grafana Faro). If you decline, no tracking runs. This has no effect on the app's features.
Account deletion satisfies your right to erasure under GDPR Article 17 and applicable privacy laws. For full details, see the Grūps App Privacy Policy.