Support
Frequently Asked Questions
How do I create a message?
Tap "Create a Message" on the home page. Write your message, optionally add a sticker, photo, or song, then choose a protection method. You'll get a unique link to share with your recipient.
Do I need an account?
No. OpenWhen works without accounts or sign-ups. Just create and share.
How does the recipient open my message?
They tap your link and hold the wax seal to break it open. If you added a guardian question, they'll need to answer it correctly first.
If you email the letter for me, what does it look like to them?
An envelope, not the letter. They get one email from OpenWhen with the title you gave it, how you signed it, and a button that opens your link. The words you wrote never travel by email — they stay behind the seal, and behind your guardian question if you set one. Leave the sign-off blank and they will not know who it is from until they open it. If the letter is sealed until a date, the email says when it opens and we send one reminder on the day.
What is Premium?
Premium (one-time) unlocks custom fonts, song attachment, and photo attachment for your messages. It's linked to your device — no account needed.
Can I edit or delete my message after creating it?
Yes. When you create a message, you receive a manage link with an edit token. Save this link — it's the only way to manage your message. From there you can disable or delete it.
Where are my letters or jars? I lost the link.
Open your letters. It lists every letter and every jar written from the browser you are using, with the link to each one. It works on the same device and browser you wrote them on — on another phone, or after clearing your history, it will be empty.
I lost my manage link. Can you help?
The manage link is the only way to see who opened a letter, disable it, or take its question off, and we cannot send you a new one — it is deliberately the one thing we keep no copy of. You can still find the letter itself under your letters.
Do messages expire?
Messages remain active until you disable them or set an expiration date during creation.
I have an issue with my payment
Payments are processed securely through Stripe. If you experience any issues with a purchase, use the form below — pick “Payment or refund” and include your approximate purchase date and amount.
Leave us a message
Tell us what happened and it goes straight to us. No account needed, and an email address is only required if you would like a reply. To report abuse, pick that category below.
This reaches the OpenWhen team — it is not sent to your recipient.
Optional. Without it we cannot write back.
We aim to respond within 48 hours.