Support

We are a small family company and we answer every message ourselves. Email hello@secretscribe.app and you will hear back within one business day.

Common questions

A letter is stuck. Open the Letters tab. Each letter shows where it is: waiting for a parent, under review, printing, in the mail, or delivered. Letters under review are usually on their way within a day. If one has been under review longer than two days, email us with the pen name and we will look.

My letter came back with a note. Our review team returns letters that include personal details or anything unkind, with a short note about what to change. A quick rewrite and it can go out. Nothing is held against your kid.

I need to change our mailing address. Email us and we will update it. Addresses are encrypted, so we do the change by hand.

I want to pause or stop. The Family tab has Pause for each kid, and Report & end this match for the pen-pal pairing. To close the account entirely and delete your family's information, email us.

Something in a letter worried me. Use Report & end this match in the Family tab. It ends the pairing immediately and opens a report with our safety team. Then email us so we can follow up with you the same day.

Deleting your data

Email us from the address on your account and ask. We will delete your family's information within 30 days and confirm by email. Letter scans are deleted automatically 90 days after delivery whether you ask or not. See the Privacy Policy for details.

Mailing address

House of Holder LLC · Secret Scribe
30 E Broadway, Suite 203 #1053, Salt Lake City, UT 84111