Support
Need help with PinPapers? We are a small team and we read every message. The fastest way to reach a human is email.
Contact: info@mindslake.com
App: PinPapers · Developer: Mindslake, Bengaluru, India
How to get help
Email info@mindslake.com for anything — a question, a problem signing in, a feature that isn’t behaving, a privacy request, or account deletion. To help us respond quickly, please include:
- The email address registered to your PinPapers account (so we can identify you).
- Your device and OS (for example, “iPhone 14, iOS 18” or “Pixel 7, Android 15”).
- A short description of what happened and what you expected.
Our response commitments
- We acknowledge support messages within 48 hours.
- Formal privacy grievances are acknowledged within 7 days and resolved within 30 days (DPDP §13), handled by our Grievance Officer, Abhinandan B.
Report a bug or a security concern
Email info@mindslake.com with steps to reproduce the problem and, if you can, the approximate time it happened. For a suspected security or privacy incident, please say so in the subject line so we can prioritise it.
Make a privacy request
All data-rights requests (access, correction, erasure, export, restriction, objection) are handled by email during the private beta — there is no in-app privacy-request form. Send your request from your registered email to info@mindslake.com. See the Privacy Policy for the full list of rights and timelines.
Delete your account or export your data
During the closed beta the in-app Delete account and Export my data options are turned off, and both are handled by email. Full steps, and exactly what is deleted versus kept, are on the Account & Data Deletion page. In short: email info@mindslake.com from your registered address with the subject “Delete my account” and we will process it.
Frequently asked
How is my data encrypted?
Your documents, photos, voice notes and pin notes are encrypted on your device (AES-256-GCM) before upload and stored only in encrypted form. Each file’s key is wrapped both to your device and, separately, under an escrow key in AWS KMS. This is strong encryption, but it is not “end-to-end” for stored files, because that escrow key lets us produce decrypted access under a strictly-limited, compelled lawful-access process.
Can PinPapers read my documents?
Not in normal operation — there is no automated or routine decryption path, and no employee reads your content day-to-day. We can obtain decrypted access to specific files only through a strictly-limited, multi-party lawful-access process (independent multi-approver authorisation, a time-bound and scope-limited decryption capability, and a tamper-evident audit trail) and only when compelled by valid legal process.
Is sharing end-to-end encrypted?
Yes in the normal case: your device re-wraps the file’s key straight to the recipient’s device and our servers relay it without being able to open it. For rare edge cases (the recipient switched devices, or a file was added while you were offline) an optional, consent-gated escrow-assisted re-wrap can prepare the recipient’s copy on our side; and the stored original stays escrow-wrapped. You set an expiry and can revoke anytime.
How do I delete my account during the beta?
The in-app Delete option is turned off in this closed beta. Email info@mindslake.com from your registered address and we will process it. Deletion starts a 30-day reversible grace window; after that your files’ keys are destroyed (crypto-shredded) and the documents become permanently unrecoverable — even by us.
How do I export my data during the beta?
The in-app Export option is turned off in this closed beta. Email info@mindslake.com and we will provide your export. In-app export becomes available at general availability.
What is kept after I delete my account?
The files themselves become undecryptable once their keys are destroyed. We retain a small set of immutable, attributed audit records (security and disclosure logs) for up to 7 years as required by law (DPDP §8(7) / GDPR Art. 17(3)(b)); encrypted backups roll off within 30 days; and any inert encrypted file bytes under storage Object-Lock are removed as each lock expires.
Where is my data processed, and does it leave India?
Your data is primarily processed in AWS Mumbai (ap-south-1). Some limited data reaches US-based providers we rely on — Google and Apple (sign-in), Twilio (SMS codes), and, only if you opt in, Sentry (crash reports). Sharing a pin across regions can move its encrypted files between regions so the recipient can open them.
How do I raise a privacy request, complaint, or report a breach concern?
Email info@mindslake.com (our Data Protection Officer and Grievance Officer mailbox). There is no in-app privacy-request form. We acknowledge grievances within 7 days and aim to resolve within 30 days.
More
Read our Privacy Policy, our Terms of Service, and the Closed Beta Privacy Notice. To delete your account, go to Account & Data Deletion.