How can we help?

Setup, calls, billing, family access and privacy.

Getting started

1. Create your account on duri.ai, for yourself or for a parent.
2. Install Duri on the protected phone and sign in with the same account.
3. Allow notifications, so Duri can show who is calling and send alerts.
4. Allow the microphone when Duri asks, for calls you connect through Duri.
5. Turn on call forwarding (below), so calls from unknown numbers reach Duri.

Call forwarding

People keep calling the same number. Your carrier forwards calls to your Duri number, and Duri answers the ones from numbers you don't know.

1. In Duri, open the forwarding guide and confirm your carrier.
2. Duri shows a forwarding ON code and an OFF code. Carrier codes vary, so compare them with your carrier's instructions.
3. Dial the ON code from the protected phone and wait for the carrier's confirmation.
4. Go back to Duri and run the forwarding check.
5. Keep the OFF code somewhere handy.

Forwarding affects incoming calls only; outgoing calls and texts stay with your carrier. Before deleting Duri or cancelling, dial the OFF code so calls ring your phone directly again. Duri can't change your carrier's settings for you.

If a call doesn't come through

• Check that the phone is online and signed in to the right Duri account.
• Check that notifications for Duri are allowed in the phone's settings.
• Run the forwarding check in Duri, and confirm the codes with your carrier.
• Restart the app and ask the caller to try again.

Plans and billing

• Plans and credits are sold on duri.ai, not in the app. See pricing.
• Cancel anytime in your account on duri.ai. You keep your plan until the end of the period you paid for.
• Refunds within 7 days: see Refunds and cancellation.
• If the app doesn't show your plan, sign out and in again with the account you paid with, then email us.

Family and trusted contacts

The protected person, or the family member who set Duri up for them, invites trusted contacts. Each trusted contact uses their own Duri account and should never ask for the protected person's password or codes. What a trusted contact sees, alerts only or also summaries, transcripts and recordings, depends on the sharing settings. Removing a trusted contact stops future sharing.

Privacy and your data

• Read the Privacy Policy for what Duri processes and how long it keeps it.
• Change transcript and recording retention in the app's settings.
• For a copy of your data, or to correct it, email [email protected] with the subject "Duri privacy request". We may need to confirm the account is yours.
• Delete your account in the app or by email.

Good to know

• Duri can't catch every scam, and can sometimes flag a real caller. You always decide.
• Duri isn't a replacement for your phone service and can't call 911 or 988.
• Call quality depends on your internet connection and carrier.
• Use recording, transcription and interpreting only where everyone on the call has given the consent the law requires.