Support
A human answers.
No chatbot maze. No ticket purgatory. One mailbox lands with the people who build QERYX — the procedures and the limits nobody can work around are all written below.
Write to us. Every message is read.
One mailbox, read by the people who build QERYX. Put the tag in the subject line and it is routed accordingly.
Help, accounts, and bugs
What you did, what you expected, what happened. Include your version and build: open Profile and read them from the ABOUT section at the bottom of that screen. No crash reporter is embedded in the app, so nothing is collected in the background — what you write is what we get.
support@qeryx.comSecurity vulnerabilities — subject: SECURITY
Coordinated disclosure with a safe harbor. Scope, keys, and the rules of engagement are on the bug bounty page.
support@qeryx.comAbuse reports — subject: ABUSE
Violations of the Acceptable Use Policy. Name what happened; we cannot read the conversation it happened in.
support@qeryx.comThe procedures, step by step.
Recover your access
Move to a new phone or restore after a loss — and the one thing no one can do for you.
Open procedure 02Verify your keys
Prove who you are talking to once, in person, through the Entangled pairing.
Open procedure 03Delete your account
Erase the account from the relay and from your device, and what deletion cannot reach.
Open procedure 04Report a vulnerability
Coordinated disclosure with a safe harbor. Break it, tell us, stay protected.
Open procedureWhat we cannot do.
QERYX is zero-knowledge by design. Some things other services do for their users, we deliberately cannot — the same capability would be a surveillance backdoor.
We cannot recover your messages or your account if you lose your device and your Secret Phrase. There is no key-escrow and no master reset.
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Cannot
Reset a lost Secret Phrase. Only you hold it. A reset path for us would be a reset path for anyone who could compel us.
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Cannot
Retrieve message content for you. We never hold it in plaintext — your history is encrypted to your device, not to us.
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Cannot
Produce your conversation history, or a contact list you never uploaded. The relay holds no plaintext content and no address book. It does hold the roster of accounts each conversation delivers to — that is on the retention ledger.
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Cannot
Reach into someone else's phone. Messages already delivered to your contacts live on their devices; deleting your account does not delete their copies.
The paper trail.
Before you write.
How fast do you respond?
As fast as we honestly can. There is no SLA theater: security reports take priority, and every message gets a human reply.
I lost my Account ID or my Secret Phrase.
Those two values are your Recovery Credentials. In QERYX, Profile → Recovery Credentials will show them behind a biometric check; write them down when you set QERYX up, somewhere only you can reach. Together with your encrypted backup they are the only door back into your account. If you have lost both the device and the phrase, the account is unrecoverable — by you, by us, by anyone. The full procedure is on recover your access.
What happens to what I type to the Qaduceus assistant?
It leaves your device readable. The assistant is the one surface in QERYX that is not end-to-end encrypted: the text you send it, and any image you attach, are forwarded by the relay to an AI processing provider to produce the reply. Your assistant history syncs as a blob encrypted on your device and is deleted after 90 days. Your conversations with people never take that path — nothing you write to a contact, a group, or a channel is sent to any model. The exact extent is written out in the privacy policy, section 03.
Can support see my messages to help debug?
No. The relay cannot read messages, and neither can we. No crash reporter and no analytics SDK are embedded in the app, so nothing is collected in the background either — a diagnostic reaches us only when you write it into an email yourself.
Do you offer phone or chat support?
No. Email only — it keeps the channel verifiable and keeps us honest about what we can promise.
Is there a status page?
Not yet. A status surface comes later; until then, write to support@qeryx.com. Every value on this site is true or absent — we do not decorate.