Questions, answered plainly.

Setting up

Who sets it up?

Usually the family member who will answer checks, often a grown-up son or daughter. They install Codeword, choose I’m setting this up for someone, and send an invite link. The person they look out for opens the link, installs Codeword and accepts.

Which phones does it work on?

Android phones running Android 10 or newer. Both people need Codeword, but the family member who answers checks can use any recent Android phone.

What permissions does it need?

On the protected person’s phone, two things. First, Codeword becomes the phone’s Caller ID & spam app, which is how it knows an unknown number is calling. Second, permission to show alerts. It doesn’t ask for access to contacts, messages, the microphone or call recordings.

On Samsung phones you can also set this in Settings → Apps → Default apps → Caller ID & spam app.

The invite code

Invites usually connect by themselves. If Codeword asks for a code, it’s in the invite message and looks like ABCD-EFGH. Invites last seven days; ask for a new one if yours has expired.

During a call

When does the alert appear?

When a number that isn’t in your contacts calls. The phone rings as normal and Codeword’s alert appears on top. If the caller says they’re family and asks for money, ask for your family code word, or tap Check with….

What if they don’t answer?

Assume it isn’t them until you know otherwise. Hang up and call them on the number you already have. A real family member will understand. Don’t send money or share any codes in the meantime.

Can I practise?

Yes. On the home screen, tap Try a practice alert. It sends a check that’s clearly marked as practice, so nobody is alarmed.

Why does saying “Yes, it’s me” need my phone unlocked?

Because “yes” tells someone a caller can be trusted. Asking for your phone to be unlocked means a lost or borrowed phone can’t be used to vouch for a scammer. Saying “no” never needs it.

The code word

Agree it in person, never in a message or email. You can save it in Codeword as a reminder. It stays on that phone and is never sent to us or backed up. For choosing a good one, read our guide to the family code word.

If you’ve already paid a scammer

Call your bank straight away on the number on the back of your card, or call 159 to reach most UK banks’ fraud teams. If anyone may be in danger, call 999.

Deleting your account

In the app, go to Settings → Delete my account. Everything we store about you is deleted straight away. See the privacy notice for what that covers.

If you no longer have the app, contact us with the subject “Delete my Codeword account”, and tell us the name and, if you answered checks, the mobile number you used in Codeword. We’ll confirm it’s your account, delete it within 30 days and let you know when it’s done.