FAQs

Below is a list of commonly asked questions around using Divvito Messenger. If you don't find the answer you're looking for, contact our support team and they will respond as soon as possible.

Connecting to your Co-Parent

 

How do I add my co-parent to Divvito Messenger?

Once you’ve signed in to Divvito Messenger, Juvo will help you get started. When asked how they can help, select ‘Help Invite’. Juvo will provide an invitation code and suggest ways to connect to your co-parent.

 

Can I connect to more than one co-parent?

Currently not within the one account. However, you can have multiple accounts if you use different email addresses. You will just have to log out of one account, and log in to the other, to access messages and receive notifications.

 

What’s an invitation code?

An invitation code is the code that connects you and your co-parent so you can start using Divvito Messenger. Either you’ve received the code from your co-parent or a third-party, or from Juvo when you get set up after signing in. Just follow Juvo’s instructions to input the invitation code and connect.

 

I lost my invitation code, how do I get a new one?

Open the app and tap the ‘Juvo’ tab, then select ‘Help Invite’ when prompted. Juvo will provide you your invitation code again.

 

Can I use Divvito Messenger on my computer?

Not at this point in time. Divvito Messenger is an app and only available on iOS or Android devices.

 

Do I need an internet connection to use Divvito Messenger?

Yes, which you can access via your phone's data plan, or via Wi-Fi.

Preferences

I want to be able to see all of the words my co-parent is sending me. How can I tell JUVO to stop blocking swear words? .

If you want Juvo to stop blocking profanities, you can disable this feature by opening Preferences menu, selecting the ‘Safety’ tab, and tapping the button next to ‘Block Profanities’.

I don’t want my co-parent contacting me at inappropriate times. how can I stop this from happening?

With the Do Not Disturb feature, you can select when it is appropriate for the app to create notifications, and when it should stay quiet. You can enable this feature in the preferences menu, under the ‘Notifications’ tab. Threatening messages will always trigger a notification, even when the Do Not Disturb feature is enabled.

how do i make Divvito messenger the only messaging app i use with my co-parent?

You can find the ‘Sole Communication’ setting in the ‘Security’ tab of the Preferences menu. After turning it on, your co-parent will be sent a request to only use Divvito Messenger, and the details of the emergency contact you have set up.

How can I make JUVO flag any other words that i don’t want used?

You can add your own words or phrases that you want Juvo to respond to and flag. To add them, go into the preferences menu and select the ‘Safety’ tab, then add the words/phrases in the ‘Personalized Words / Phrases’ panel.

Will juvo still delay a message if my co-parent threatens me?

If your co-parent sends you a threatening message, Juvo is programmed to send these messages through immediately and mark them with a small lightning icon. If you are worried that Juvo might miss certain threatening words or phrases, you can add your own in the ‘Safety’ tab of the Preferences menu.

Messaging

 

My ex still sends inappropriate messages. Why doesn’t JUVO stop them?

Juvo’s role is to suggest to you and your co-parent to revise a message if they deem it inappropriate, or if it could be misinterpreted. It’s your choice to revise. Juvo is still learning what’s not appropriate, so if a message gets through that you think should have been flagged, tap the message and select ‘Flag message as …’. This will help Juvo improve a lot quicker.

 

How does JUVO know when messages are negative?

Juvo has been programmed with several thousand words and phrases that are deemed inappropriate, and is continually expanding its range to improve communication between you and your co-parent.

 

How can I see when JUVO has flagged my co-parent’s message?

So you can see when Juvo has flagged a co-parent’s message, flagged messages are marked with a small Juvo icon. If you see Juvo’s face, it means that Juvo has delayed the message your co-parent sent.

 

Can my co-parent see when I am typing?

No, your co-parent will not be able to see when you are typing.

 

Can I see when my co-parent has seen a message?

No, you are not able to see when your co-parent has seen a message.

 

Why are my messages not sending?

You have to access the internet to use Divvito Messenger, so make sure you’re connected to Wi-Fi or your phone's data. If you still can’t send any messages, contact our support team and we will address it ASAP.

 

My Co-parent and I still argue in the app. Can you stop this?

While Juvo and Divvito aim to reduce negative communication over time through positive persuasion, it is still reliant on you and your co-parent to implement change. Don’t be too hard on yourself or your co-parent, as it takes time to change behavior when poor communication has been occurring for a while. If you would like some more help, try these communication tips.

 

How do I delete a conversation?

You can’t delete a conversation at this point in time. This is to ensure there is a permanent record of all communication.

 

How do I download my messages?

Tap the cog menu in the top right of the screen, and select ‘Download Messages’.

 

Where are my downloaded messages saved?

If you’re on an iPhone, when you open the downloaded messages PDF, you will be prompted with various ways to save or share the file.
If you’re on an Android device, after Juvo has prepared your messages for download, the file will be saved into your ‘Downloads’ folder.

 

I’m not receiving notifications anymore. Why?

There could be a few reasons:

  1.   Make sure you are still logged in to the app, as logging out stops notifications being received.

  2.   Ensure notifications are enabled. Go to 'Notifications' in your phone settings to check.

  3.   If notifications are still not being received, contact our support team.

Account

 

Why haven’t I received a confirmation email yet?

The confirmation email can sometimes take a few minutes to be delivered. Make sure to check your spam or junk mail folders. If still not received, open the app, check your email address is correct and tap ‘Resend Verification’.
If you still don’t receive an email, contact our support team.

 

I’ve logged out and forgotten my password! How can log back in?

If you signed in with email, select ‘Login with email’ and tap ‘Forgot Password’. You will be prompted to add your email address and we will send you a link to reset your password. If you logged in via Facebook or Google, you will have to reset your password on their platform.

 

Why should I use Facebook or Google to sign up to Divvito Messenger?

If you sign up using your Facebook or Google account, your password is protected when shared with us. Apart from the email connected to your account, no other information is shared between companies. You also have the choice to sign up to Divvito Messenger directly. Always use a password that is not easy to guess.

Juvo

 

Is JUVO a person reading my messages?

No, Juvo is a messaging bot that has been programmed to assist with effective communication.

 

Can anybody else access what I’ve shared with JUVO?

Juvo does not share what you tell them with anyone else. It’s just between you and Juvo. In the event your messages are subpoenaed, we have a responsibility to share your name, email address and messages between you and your co-parent.

 

How long does JUVO delay messages?

It varies, depending on the inappropriateness of the message flagged.

 

Can I change how long JUVO delays messages?

The easiest way to reduce the delay is not to say anything that could be taken as being rude, blaming, slurs, belittling, passive aggressive, or threats. The aim of the delay is to give you time to reconsider your communication.

 

Can I turn JUVO off?

Juvo is there to be the neutral referee between you and your co-parent to keep communication on track and positive, so no, you can’t get rid of Juvo.

 

JUVO is behaving strangely, how do I fix them?

When talking to Juvo, type ‘reset’, and that should fix them. If Juvo is still behaving strangely, contact our support team and let us know what’s happening.

 

JUVO suggested a text or email invitation to send my co-parent. How do I send it?

Tap on the message or email template, and Juvo will open your phone messages or email and embed the invitation. Alternatively, you can copy the content of Juvo’s template by tapping and holding down on the message and paste into the preferred app you wish to use.

 

JUVO delayed a message but I didn’t say anything bad, what gives?

Juvo is still learning, and sometimes flags a message that might not be inappropriate in the context of communicating with your co-parent. You can help by copying the message and sharing via ‘Feedback’ in the Juvo tab.

 

Do I have any other option to respond to JUVO’S questions other than the prompted responses given?

Absolutely! Just type in a response and send.

General Help

 

Where can I go if my app is having issues?

They best option is to contact our support team. Make sure to include the issue, what you were doing for it to occur, and the time it occurred. Also include your phone model, version number, and screenshots if possible.