Support
How do flights work?
You choose a bird and write a letter. The server works out the flight from the real distance between your location and your friend's, and the bird flies it in real time. You can follow it on the map. Birds fly about 10 percent slower at night, except the owl and the crow, which are not slowed. The owl also only leaves after dark.
Why does a letter take so long?
On purpose. Birds fly slower than chat, so a letter is something you wait for. A pigeon flies about 70 km/h, a sparrow about 40 km/h and an owl about 55 km/h. The Premium birds range from 45 km/h (turtle dove) to 160 km/h (eagle). A letter over 350 km takes a pigeon about five hours in daylight.
Can I send another letter while my bird is out?
Not with the same bird. A bird is busy from the moment it leaves until it is back home. You have eleven birds, one of each kind, so you can use another one. The pigeon, sparrow and owl are free. The eagle, albatross, seagull, stork, crow, vulture, turtle dove and toucan are Premium.
How do I reply?
When a bird lands with a letter for you, it waits for your reply: 10 minutes for a pigeon, 5 for a sparrow and 25 for an owl. The Premium birds wait from 15 minutes (crow) up to 4 hours (vulture). Open the letter and tap Reply with your bird's name. The same bird carries your reply home to the sender straight away. Once the bird has left, you can still write back, as a new letter with a bird of your choice.
Can I take a letter back?
Yes, with Premium. While your bird is still waiting or in the air, open its journey and tap Call back. The bird turns around and the other person never receives the letter. Once a bird has landed, the letter cannot be taken back. Premium includes 3 call-backs in any 24 hours; a call-back and deleting a reply of yours (before it arrives) share those 3. Once you have used the 3, you can call back again when the earliest of them is more than 24 hours old.
Who can read my letter?
You can read it any time. The recipient can open it only after the bird has landed.
What do others see about me?
Your username, your city and area, and how far away you are in whole kilometres. Your exact point is never shown.
How do I block or report someone?
Open a letter you received and use its menu: Block, or Report this letter. Blocking is silent. You keep your old letters, nothing new from them reaches you, and you cannot write to them until you unblock. They are not told. Reports are read by me, and the report flow lets you block the person at the same time.
Which notifications will I get?
When a bird sets off to you, when it arrives with a letter for you, when your bird lands, and when it is home. Notifications never contain the text of a letter. You can turn them off in iOS Settings.
How do I delete my account?
In the app, open Profile, then Privacy, then Delete account, and confirm. Your account, your letters (sent and received) and the Apple link are removed. It cannot be undone. See the privacy policy for details.
Can I delete my letters without deleting my account?
Yes. In the app, open Profile, then Privacy, then Delete all letters. Or open a single letter and choose Delete this letter. That removes the letters from your account only. The people you wrote to keep their own copies. The text of a letter is removed from our servers once both of you have deleted it. Letters still on their way stay until you delete again.
Can I get a copy of my data?
Yes. In the app, open Profile, then Export my data, and tap Prepare my file. The file is generated when you ask and is not stored on our servers. It contains your letters as plain text, so keep it somewhere safe.
How do I manage or cancel my subscription?
In your Apple ID settings, under Subscriptions. Deleting your Oulak account does not cancel it.
Still stuck?
The easiest way is Profile, then Contact us, in the app. It opens a new mail to me. You can also write to us. Please mention your username and what you saw, and I will get back to you.
Privacy note: the mail from Contact us includes a few lines to help me find the problem: the app version and build, your iOS version, your device model, your username and your language. It never includes your email, location, letters or any ID. You can edit or delete those lines before you send.