Get help with KalaReach.

Write to us

You can write to us at support@reach.kala.to about any aspect of using the service: signing in, billing, notifications, voice calls, how we hold your data, and deleting your account.

We keep your message and our replies while your request is open, and we delete them within 12 months of our answer.

If you're writing about a specific issue, please tell us the platform and build you're using. On a host, you can find the build number by printing kr --version. If you can, describe the problem: tell us what you saw, and what you expected to see instead. Don't include any secrets like passwords, tokens, recovery kits, or pairing codes.

Look here first

• Getting started: how to install a host and create your first session.
• Pairing: how to add a device by code or invitation.
• Contact skill: how to let an agent ask you a question and wait for the answer.
• Plugins and catalogue: how application support is packaged and signed.
• Self-hosting and managed services: what the managed service sells and what stays free.
• Security model: who authorises an action and what the model does not cover.

If you're reporting a problem with a host, you can print diagnostic information (read-only) with kr doctor. kr doctor --bundle support.tar writes a bundle that keeps the class and length of paths, names and messages and withholds their text. Please look through the bundle to make sure it doesn't contain anything you didn't mean to include. Don't add the flag --include-content: it adds the shell, directory, and closure for each of your sessions.

If you're reporting a bug in our open-source clients, you can open an issue at github.com/kalapowered/kalareach/issues. Please note that the issue will be publicly available, so don't include any private data.

Your account and billing

You can manage your account on your account page. Here you can see your passkeys, the apps and hosts that are signed in, the hosts that bill your account, and your backup collections. On your billing page you can see your current allowances, and click through to the Stripe portal to manage your payment method and subscription. Deleting your account ends your subscription and does not refund the unused part.

Delete your account

You can delete your account yourself at reach.kala.to/account/delete. You will receive an 8-digit code via email to the email address of your account, and once you have entered this code your account will be deleted. It is explained on the page what will be deleted and what will remain, before you confirm.

Please note that if you delete your account and you have a paid subscription, this will be terminated directly; if Stripe cannot be reached, we try again until it can. You will not receive any money back for the unused period. Also, all your credits will be lost. If you are an owner of one or more organisations, you will no longer be one, and an organisation with no other owner will have no one who can administrate it. You will be asked to confirm this first. Once you have deleted your account, it is no longer possible to undo this.

From your account page you can end a sign-in, remove a passkey, remove an application, withdraw a host that bills your account, and delete a backup collection. On a host, run kr account sign-out to remove the host's sign-in.

If you are no longer able to log in to your account, you can always contact us by email (support@reach.kala.to). Please send this email from your account email address. We will then send you an email to confirm that the request came from you and we will then carry out the same procedure as described above. We will let you know as soon as your account has been deleted.

We’ll complete it within 30 days of your request.

What we delete

• Sign-ins: every sign-in of your applications and hosts ends at once.
• Passkeys and account record: we'll delete all your passkeys, the record of your account (email address and name), and the tokens that an organisation's identity provider gave our sign-in library.
• Backups: we'll delete the public records of the backup generations you paid for, and your backup setting. The objects stop being readable at once, and we'll delete them after 7 days. A collection that other accounts also paid for stays for them.
• Recovery bundle: we'll delete your recovery bundle.
• Relay and voice: we'll withdraw your relay payer authorisations, which ends their leases, and close any voice call in progress.
• Customer record: we'll delete your customer record from our Stripe account, which ends your subscription.
• Organisations: we'll remove your memberships and invitations.
• Device registrations and settings: for the devices that your account used (they stored a backup for it, wrote its recovery bundle, or signed in so that it pays for their relay use), we'll delete the push registrations and the synced settings. Notifications on those devices stop until the app registers again, and a registration made, or an authorisation renewed, after you delete your account stays. Settings shared with a device that your account did not use stay.

What we keep for 7 years, and why

We keep these records to account for what we've charged you for and what you have used. They are tied to your account identifier, which no longer has an account associated with it, and we don't associate them with a name or address. We will delete them 7 years after you delete your account. These records include:

• Billing records: records of what was charged and paid, your Stripe customer and subscription identifiers and status, which offering you subscribed to, your balance, allowances and usage totals, and the payment events. The ledger holds a log of all the charges and credits we've made to your account, and our directory of service objects lists it by your account identifier.
• Relay records: records of leases, lease receipts, reservations, and payer authorisations for relay that your account paid for. These contain the account identifier of the account that paid for the relay, the ID of the installation or host, keys for the endpoints, and the number of bytes used on those relays.
• Call records: records of your calls, including the call IDs, times, and seconds used, and of any provider work on those calls that could not be charged to anyone.
• Reasoning requests: records of your requests to our reasoning service, including the request ID, your account identifier, reservation, and charge for the request.
• Backup and storage records: an index row for every object that you have stored in our backup service, including objects that you have deleted, a row for each deletion you asked for, records of uploads to the service, and a record of the account that closed each collection.
• Recovery bundle marker: the locator of your erased recovery bundle, with your account identifier, so that nobody can write to the locator while the marker stays.
• Deletion record: your account identifier, the times of your request and of its completion, and a digest of the receipt that your app or browser made.

The records of how your deletion was carried out, each step and each sign-in it ended, carry your account identifier and are deleted 35 days after the deletion ends.

What stays with no end date, and why

These records belong to an installation of an application, to a host, to another account or to an organisation, and not to your account.

• Push registrations: for installations that your account did not use, we'll keep the records of the installation's key, platform, Firebase registration token, and the keys of hosts that may notify you.
• Settings, drafts and client positions: for installations that your account did not use, we'll keep the sealed objects until you remove them from a device. For every installation we'll keep request records for 30 days (a record that refuses a request for 30 days after that request could last have been carried out), and a small row for each object ever held and the public key records of its collection with no end date.
• Relay records: the records of relay that an installation paid for itself, because they name no account.
• Backup collections: the claim record of each collection you used, which names a signing key and not your account, and the generations that other accounts paid for.
• Mailbox and feed records: we'll keep the mailbox claim that names a recipient's key, and the authority feed's row for your host with its revision history.
• Organisation records: records of each organisation you have been a member of, including a record that you are no longer a member. The audit trail for each organisation is retained according to the retention period selected for that organisation, and other records in the directory have no end date.
• Recovery copies: our daily export and our database history keep a copy for up to 30 days, and so does the marker with your account identifier that stops a restore from bringing your account back.
• Other services we use may keep copies of your data: Stripe keeps its own records, Resend keeps the code emails it sent to you, OpenAI may keep the content of your voice and reasoning requests for up to 30 days, Cloudflare keeps its request log for 7 days and recovery copies of removed backup objects for up to 30 days, and the relay and discovery servers keep their journals for at most 14 days.

Support mail: we keep your message and our replies while your request is open, and delete them within 12 months of our answer.

You can read more about these records and their retention periods in our privacy policy.