Support
Getting help
Nearly everything people ask us is answered below, and reading it is faster than waiting for a reply.
Questions people ask
How do I reset my password?
If your account has an email address, this is easy: go to forgotten password, put the address in, and follow the link that arrives. The link is good for a short while and can be used once.
If you signed up with a handle and no email
Read this before you ask
The account cannot be recovered, by us or by anyone. There is no e-mail to send a link to, no phone number and no security question: that is what a handle-only account is, and the sign-up page says so before you choose it.
We could not give the account back even if we wanted to. Passwords are stored only as a one-way hash, so we cannot read yours, and the only proof that the account was yours was knowing it. If we handed accounts over on request, that request would work for anybody who asked.
What you can do is make a new account. If you paid for something under the old one and can tell us enough about it to match the two, say so and we will move it across.
If you are still signed in somewhere
Then you are not locked out yet, and you can fix this in a minute. Open your account page in that browser and either add an email address or set a new password. Do it before you sign out or clear the browser — a session that ends is the last way back in.
How do I sign in to an app?
Desktop apps never ask for your password. They show a short code, and you approve that code in a browser where you are already signed in. That way the password only ever gets typed into Yumee itself.
- Start the app. It shows a code of eight characters, like
K7M4-P2QX, and a web address. - On any device with a browser — the same machine or your phone — open the pairing page and sign in if you are not already.
- Type the code. The page tells you which app is asking and which machine it is running on. Read that line.
- Approve it. The app finishes on its own within a few seconds; you do not have to type anything back into it.
A code lasts ten minutes. If it runs out, ask the app for a new one — they are cheap and single-use.
Never approve a code you did not just see
Approving a code signs that machine into your account. If someone reads a code to you over the phone, or emails you one, or a website shows you one, it is theirs and not yours. The only code worth approving is the one on a screen you are looking at.
How do I remove a device?
Your account page lists every machine that has ever paired, which app it paired for, and when it last checked in. Revoking one takes effect immediately: it is signed out at once, and next time the app runs it asks to pair again.
Revoked machines stay in the list rather than vanishing. "This laptop was signed out on the 3rd" is the sort of thing you go to that page to find out, and a list that quietly forgets cannot tell you anything.
How do I delete my account?
Yourself, at any time: Account, then "Delete your account" at the bottom. If you cannot sign in, write to us from the e-mail address on the account and we delete it for you.
Deleting the account removes:
- your account: handle, e-mail, display name and password hash;
- every session, so every browser is signed out;
- every paired device and its sign-in;
- what you own, including anything you paid for;
- the record of which apps you opened, and on which days.
It cannot be undone, and anything you paid for goes with it, so we ask once whether you are sure. Payment records and withdrawal statements stay for as long as accounting law requires, and a deleted account can remain in our daily backup copies for up to two weeks before they are replaced.
Can I get a copy of my data?
Ask us, and you get a file with your account, your devices, what you own, your day-by-day app usage, your credit history, your payments and refunds, any withdrawal statement you sent us and the items you marked as listed in Vintee. There is not much more than that: the privacy page lists everything we keep.
How do I report a bug?
Four things make a bug fixable in one reply instead of five:
- what you were doing, in the order you did it;
- what happened instead of what you expected;
- roughly when: a time to the nearest few minutes helps us find it;
- which app and, on a computer, which version of it.
A screenshot beats a description of a screen. Please never send a password or a pairing code: by the time we read it, it is either expired or dangerous.
How do I contact Yumee?
Write to contact@yumee.org. We answer within a few working days. If a week goes by with nothing back, write again: it means your message went missing, not that we are ignoring you.
For anything about your data or a purchase, the same address works; the privacy and terms pages and the refund policy say what you can ask for.