Mobile App FAQs

Why does my inbox say I have no active Burners?

Occasionally, accounts with active Burners will display a “No Active Burners” message. This can happen for several reasons, the most common of which is due to a loss in connectivity on your phone.

What to do?
 
  • Make sure that you have an active network connection on your phone. Please note: Sometimes your phone will try to connect with an inactive or password protected WiFi connection in the background. When this happens, Burner will try to connect over this inactive network instead of your regular phone service.
  • Restart Burner by deleting and reinstalling the app. If you're on an iOS device, you can shut Burner down by clicking your home key and holding the Burner icon until all your icons begin to wiggle, then click the "x" sign on the Burner icon to delete the app. Once this process is completed, reinstall the app from the App Store. If you're on Android, shut down Burner by holding the Burner icon until all you see a menu option to "Uninstall" or you might be able to drag the Burner icon towards an "Uninstall" part of your device (usually near the top of your device's screen.) 
If you are still seeing the message, use the contact form to send us your information so we can look into your account.
 

How do I reinstall the Burner app?

Occasionally things can go wrong with files in the app, causing a variety of issues. When this happens, simply reinstalling Burner will often solve any problems. But what happens to your data and history?

When you re-install:
 
  • You will not be required to repurchase our app
  • You will be required to re-verify your phone number
  • All your active Burners and your history will be restored
Note: Be sure that you have synced your phone since you purchased Burner or you will be charged a second time. If you are charged a second time for the purchase of our app, we are unable to issue refunds and you will need to contact Apple directly.
 

Why can't I hear my voicemails?

There is a known issue where some users have reported not being able to hear voicemails. It relates to the data connection you have and whether or not the voicemail is "downloaded" on the client.

If the app is having a hard time getting connected, the voicemail will not be fully downloaded and cannot be accessed to listen to. Try toggling on and off airplane mode for your device to reset your data connection, and if you aren't already on a Wi-Fi connection, connecting to Wi-Fi could do the trick.

If you're still having issues after trying all of this out, send us a note telling us your Account Number, describing your issue and all the troubleshooting you've done on your end at support@burnerapp.com
 

Can I have multiple numbers?

Having multiple numbers is possible and one of the best reasons to use Burner. Simply open Burner and tap Create Burner on the bottom of the app’s page. 

Then, depending on your credits, you may select one of the four types of Burners. As long as you have enough credits, you can buy as many additional Prepaid Burner numbers as you'd like.

And if you need more credits to buy or extend your burner, just tap “Get More Credits” at the bottom of the screen!

Right now, you can only have up to 3 auto-renewing Burner numbers. To buy a Subscription, just tap the three horizontal lines in the top left corner to open the main menu. Then tap UPGRADE in the top right corner and follow the prompts through to buy a subscription.

To upgrade your current 1 line subscription to a 3 line subscription, check out our article on Managing a Subscription.
 

How do I delete my account or change the phone number it’s registered on?

Request a deletion of your account:
 
  1. Burn all your numbers and delete the app
  2. Send us an email at support@burnerapp.com with your account phone number. Once we confirm it's yours, we'll queue it up for deletion
Request a phone number change:
If you've changed your phone number recently and want to have access to your Burner account, simply send us an email at support@burnerapp.com with the following info:
 
  1. Old number
  2. New number
  3. Most recent purchase receipt on your old account (as proof of ownership) with the date, time, item(s) purchased and confirmation that it was a Burner purchase
We cannot accept copy/pastes of the receipt information, it does need to be a receipt, it cannot be a screenshot from inside the app of your credit count or Burners.
 

How do I use the app?

Here are a set of video walkthroughs that will give you a step-by-step guide on how to perform the core functions of the app including calling, texting, creating burners, and more.

Watch YouTube walkthrough videos »
 

What are Connections?

Connections are integrations with common services and apps that allow our members to add advanced functionality to their Burner numbers. Right now, we have seven Connections:
 
  1. Evernote: Allows you to use a note from your Evernote account to set up an interactive text auto-responder.
  2. DeveloperOpens up a whole new world of Connections at your fingertips by enabling incoming and outgoing webhooks. Now you can build on Burner!
  3. Dropbox: Lets you automatically save voicemails and picture messages to a Dropbox folder.
  4. Slack: Enables Slack teams to communicate to customers or non-Slack users by connecting a Burner number to a Slack channel.
  5. SoundCloud: Automatically syncs your voicemails to a SoundCloud account, where they can be easily shared, accessed, or commented on.
  6. Google Drive: Backup your Contacts and text messages to a Google Sheet, and picture messages and voicemails to Google Drive.
  7. Nomorobo: Automatically filters out robocalls, spam calls and telemarketers on all your Burner lines.
We'll be making more of these in the near future, but in the meantime give these a try and let us know what you think! We're confident that you'll like them just as much as we do, and can't wait to hear your thoughts.