Legal & support

Support

Orders, shipping, and receipts

The Key will be available from 19 November 2026. It ships within Austria by Austrian Post in 2–4 working days. Until then nothing can be ordered and no payment is collected. The shop page shows the price and that shipping within Austria is included; the full order terms appear at checkout. If you contact support about an order later, use the email address of the order and include the order reference, but never send card details.

My key is not detected

Use a compatible physical iPhone and an official FocusLatch Key. The app accepts only Keys that carry a valid FocusLatch signature. Hold the top edge of the iPhone against the Key and keep both still until iOS finishes the scan. If it still fails, include the exact date, local time, app version/build, iPhone model, iOS version, and the complete non-secret error text in your support request. Do not send raw Key data, private signing material, passwords, or invitation tokens.

Apps are not blocked

Check that Screen Time access is allowed, at least one app, category, or website is selected in the active app list, and a Key is connected to your account. Start a session by holding the ring in the app (“Hold to latch”), or let an enabled Schedule start it. Scanning the Key never starts a session; it is unlock-only.

I lost my Focus Key

Use “No key with you?” on the Latch screen, or Settings → Emergency unlocks, to check your remaining emergency unlocks. Each account has five in total. Each one needs five arithmetic questions solved in one run, and you must be signed in and online. Scanning your Key remains the normal way to unlock. You can connect another Key under Settings → Add a key. If all five are used or something fails, contact support; do not send your password or raw Key data.

I want to change what's blocked during focus

While focus is running you can add apps, categories, and websites, but not remove them. Removing is possible again after unlocking with your key.

Does FocusLatch drain my battery?

The shield is enforced by iOS. FocusLatch also uses normal system work for Schedules, notifications, synchronization you enable, and app refresh, so it would be inaccurate to promise zero background work or zero battery impact. If usage appears abnormal, send the model, iOS version, app build, enabled features, and an iOS battery screenshot without unrelated private information.

Friends privacy, blocking, and reports

Friends sharing starts off. The first confirmation can enable Session sharing and League together; afterwards, change them separately in Settings → Privacy. Session sharing includes live focus, app-list names and shared Highlights. Selected apps, Screen Time data, private notes and reflections stay private. Notifications are a separate choice. Use the action menu on the profile, profile photo, Highlight, or comment to report it. Blocking applies across Friends surfaces. Reported media may be made unavailable for safety handling.

Reports about threats, child sexual exploitation, and immediate danger are handled first. During the beta, no response time is guaranteed. Read the Community Guidelines and the Notice, Action and Appeals procedure. That page explains what a sufficiently precise notice should include, what acknowledgement and reasons to expect, and how to appeal without exposing more personal data than necessary.

Delete my account or shared focus data

To delete only focus data you previously released, open Settings → Privacy → Safety and shared data → Delete shared focus data. To permanently delete the complete account, open Settings → Account and backup → Delete account. Deleting the app alone does not delete the server account. Account deletion removes the Key ownership claim but retains the account-independent manufacturing and safety ledger for the physical Key.

Product-safety concern

Stop using a Key if it is cracked or damaged, has a sharp edge or a loose part, or appears to present another safety risk. Do not open it; the Key is not a toy. Contact support with the serial number (on the bottom of the Key, where present), purchase source, incident date and country, photographs, and a factual description. Do not discard the item until support gives safe handling instructions. See Product Safety.

Accessibility support

For a VoiceOver, Dynamic Type, keyboard, contrast, motion, cognitive-accessibility, or checkout barrier, contact support and identify the screen, assistive technology, device/browser, and the action you were trying to complete. See the Accessibility statement.