Mobile App FAQs

Mobile App FAQs

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
If you're missing any Burners or your history when you reinstall the app, just send us a email at support@burnerapp.com including your account number.
 

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. You can have a maximum number of 200 active Burners at a time. The maximum amount of Auto-Renewing Burners you can have is 3, but you can always create additional Prepaid Burners as needed.

  1. Simply open Burner, tap the three horizontal lines in the top left corner to open the main menu, then tap 'Create Burner.' 
  2. Then, depending on your credits, you may select one of the six types of Burners. As long as you have enough credits, you can buy as many additional Prepaid Burner numbers as you'd like.
  3. And if you need more credits, then you can either go back to the main menu and tap 'Add Credits' which will open the credits purchase page, or you can tap on the number of credits that are necessary to buy the Burner you'd like. This will give you an option to 'Buy more credits' which will take you to the credits purchase page where you can choose how many credits you want to buy. For more information on how to buy credits, check out our Using Credits article.

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 recently changed your phone number 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. A screenshot of your most recent purchase receipt from your old account (as proof of ownership) with the date, time and item(s) purchased and confirmation that it was a Burner purchase

We cannot accept copy/paste of the receipt information, it does need to be a screenshot of the receipt, it cannot be a screenshot from inside the app of your credit count or Burners.
 

How do I use the app?

We have lots of walkthroughs in our Support articles that will give you step-by-step guides on how to perform the core functions of the app including calling, texting, creating Burners, and more.

How Burner Works: 
https://support.burnerapp.com/article/23-how-burner-works

Creating a Burner: 
https://support.burnerapp.com/article/33-creating-a-burner

Calling: 
https://support.burnerapp.com/article/34-calling

Text Messaging (SMS and MMS): 
https://support.burnerapp.com/article/35-text-messaging-sms-and-mms

Voicemail: 
https://support.burnerapp.com/article/36-voicemail

Burning and Expirations: 
https://support.burnerapp.com/article/37-burning-and-expirations

Plans and Pricing:
https://support.burnerapp.com/article/38-plans-and-pricing

I am experiencing a glitch, crash, or other unusual behavior

On occasion, you may be experiencing a glitch or unexpected behavior in the way Burner operates. Here's a simple solution that generally solves most of these issues. 

1. Delete and reinstall the app. This will not affect your Burners or credits. Make sure you log in with the same phone number you were logged in with before.

3. If this doesn't work, shoot us an email at support@burnerapp.com. Make sure you include any error messages you're seeing or a screenshot of the issue for a faster response.
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