Support
Write to hello@usemarrow.com from the email address on your account, or send /support in the Telegram chat, which reaches the same inbox. Tell us what you did, what happened and what you expected, and we will answer from there.
Write to hello@usemarrow.com. The address is read by the people who build Marrow, and we reply to every message as quickly as we can. On Telegram, /support sends your message to the same inbox from inside the chat, up to three a day; the reply comes by email, and the bot asks for an address if your account has none.
What to include
- The email address your account uses, or the Telegram account you message Marrow from, so we can find your record. Never your sign in code.
- What you did, in order: the message you sent, the button you tapped, the screen you were on.
- What happened, and what you expected instead. A screenshot of the app helps when something looks wrong.
- Your phone and its operating system version, if the problem is in the app rather than in a reply.
- Whether the same thing happens on Telegram as well as in the app, if you use both.
Things you can do yourself
- Correct something Marrow saved. Tell it in the chat (“her company is Tilde Learning, not Tilde”) or edit the person in the People tab.
- Export your record. Tap Export everything in the app’s Settings, send /export on Telegram or use Export in the web view for everything as a file; ask in the Telegram chat for a contacts file to get the people as a vCard, or write to us and we send you the file.
- Delete your account. Settings, Delete my account, type DELETE. The account deletion page has the steps and what is deleted.
- Change where notifications go. Settings, “Where Marrow reaches you”.
- Link Telegram and the app. Settings, Telegram, Get a link code, then send the code to the bot.
Common questions
The FAQ answers the questions people ask before and after they start: which phones, whether Telegram is needed, what Marrow reads on the phone, what happens after the trial. The security and data page says what is collected and what is not.
Billing
Subscriptions are bought on the web: choose a plan on the pricing page and confirm your email with a code, or send /upgrade on Telegram. They are managed with /billing on Telegram or Manage plan in the web view: cancel, change the card, download invoices. The payment provider’s name, not Marrow’s, appears on your statement. For a refund within the terms, write to hello@usemarrow.com with the invoice reference.
Teams
- You bought the seats. Your team page lists the seats, who joined and an invite link for each free seat. To reach it again, open the checkout for your team plan with the same email and enter the code.
- You were sent a link. Open it and confirm your email with a code. Your Marrow stays your own, and the person who invited you sees only your email address.
- A link went to the wrong person. Replace link on the team page turns it off and gives a new one.
Reporting a security problem
If you believe you have found a security problem in Marrow, write to hello@usemarrow.com with “security” in the subject line and do not post it publicly until we have replied. We do not run a paid bounty programme.
Marrow is in Beta
Marrow is in Beta: some rough edges are known and listed on the what works and what does not post. If what you hit is on that list, a message still helps us order the work.