Support

Questions, problems, or someone misusing PonchoGuard: write to us and a person answers by email.

Contact us

Email support@ponchoguard.com. Tell us which device you use (iPhone, Android, Windows, or a web browser) and what happened. In the apps and in the family dashboard, Report a problem sends us a note with the app version filled in.

PonchoGuard never calls, texts or emails you out of the blue to ask for a code, a password or payment, or to see your screen. If someone does, it is a scam: hang up and call someone in your family.

Get the apps

How fast we answer

  • Reports of abuse or a scam: we look at every report within 24 hours.
  • Everything else: usually within one business day (Monday to Friday, US Eastern time).

Delete your account

You can delete your account yourself at any time:

  • On the web: sign in to the family dashboard, open Settings, then Your data, type DELETE and press Delete my account.
  • In the iPhone, Android or Windows app, or the browser extension: open Settings and choose Delete my account.

If you have not signed in for a while, we email you a code first to check that it is really you.

What is deleted: your sign-in, your name and phone number, your notice settings and device notice tokens, the checks you sent (including the text of the messages), and your screen-share records.

What stays: Moments, Cosigns and the Callback Book stay with your family, with your name taken off. If you are the last person in a family, the family is deleted too. If you are a family's only helper, your parent keeps the family and is asked to invite a new helper.

You can also email support@ponchoguard.com from the address you sign in with and ask us to delete your account, or to see, correct or delete only some of your information.

Cancel a plan

Cancel a plan where it was bought. It stays on until the end of the time already paid.

  • Bought on the web: sign in to the family dashboard, open Settings, then Your plan and Manage billing.
  • Bought on an iPhone or iPad (App Store): open the Settings app, tap your name, then Subscriptions and PonchoGuard. Or go to Apple subscriptions.
  • Bought on Android (Google Play): open the Google Play app, tap your profile picture, then Payments and subscriptions, Subscriptions and PonchoGuard. Or go to Google Play subscriptions.

Deleting your account does not stop an App Store or Google Play subscription. Cancel it there as well. A plan bought on the web is canceled when you delete your account, and you are not charged again.

Refunds follow the rules of the store you paid: Apple for the App Store, Google for Google Play. For web purchases, email us.

Report abuse, or block someone

If someone in your family circle, an invite, or a request (a notice, a Cosign or a screen-share ask) looks wrong, open Report or block next to it. Choose why, add a few words if you like, and send it. The person is not told who reported them.

Block means you get nothing more from that person: no notices, no screen-share asks, no Cosign notices and no invites. When a parent blocks a helper, that helper is also removed from the family right away. You can unblock people in Settings, under Blocked people.

If someone may be in danger, call 911 first. If money was sent to a scammer, call your bank using the number on your card, and see what to do if you have been scammed.

More

Read our privacy policy and terms of service, or send us a note with Report a problem.