Support

Contact support

Email support@backgrounder.com, or use the contact form. Tell us which product you are using (the website, Carmen Monitor, or Carmen Guardian for iPhone or Android), the device or browser, and what happened. Please do not send passwords or full card numbers.

If you think you have been scammed

Go to Get help first. It reaches a person without making you create an account, and our victim support page explains what to do in the first hours.

Carmen Monitor browser extension

Carmen Monitor runs in Chrome, Edge, Brave and Firefox. It checks the messages you view on supported sites and the websites you open for scams.

• Signing in. Open the Carmen side panel and connect your Backgrounder account. Nothing is sent for analysis until you do.
• Automatic site checks. While on, Carmen sends the address of the page in your active tab for a safety check. Turn it off under Protection → Automatic site checks; you can still press Check this site whenever you want a check.
• What Carmen sends. Under Settings → Permissions & privacy → What Carmen sends you can remove personal details before sending, or send no message text at all.
• Removing local data. Under Settings → Permissions & privacy → Your data rights, choose Delete local data, or remove the extension from your browser.

Carmen Guardian for iPhone and Android

• Signing in. Sign in with your Backgrounder account from the app's first screen.
• Protection settings. Turn each kind of protection on or off in the app's Settings. Turning one off stops that collection without deleting your account.
• Connected mailboxes. You can disconnect an Outlook mailbox at any time from the app's Settings.

Forward suspicious emails

Not sure about an email? Forward it to your personal Carmen address and we'll email you the verdict. Find your address under Settings → Integrations → Forward suspicious emails on the website, or in the Carmen Guardian app. You can also send from a verified address to carmen@in.backgrounder.ai. The verdict is only ever sent to the email address verified on your Backgrounder account.

For the most accurate check, use Forward as attachment — it keeps the original sender details Carmen verifies. A normal Forward works too.

Gmail

1. Find the suspicious email.
2. On a computer: select the checkbox next to the email, then choose More → Forward as attachment. In the Gmail app: open the email and tap Forward.
3. Send it to your Carmen address.

Automatic forwarding (optional): Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address → paste your Carmen address. Gmail sends a confirmation code, and it will appear in your Backgrounder Settings within a minute.

Outlook / Microsoft 365

1. Find the suspicious email.
2. Classic Outlook for Windows: select the email, then choose Home → More Respond Actions → Forward as Attachment. Outlook on the web, the new Outlook and the Outlook mobile app: open the email and choose Forward.
3. Send it to your Carmen address.

Work accounts: your organisation may block automatic forwarding to outside addresses.

iCloud Mail / Apple Mail

1. Find the suspicious email.
2. Mail on a Mac: select the email, then choose Message → Forward as Attachment. Mail on iPhone or iPad, and iCloud.com: open the email and choose Forward.
3. Send it to your Carmen address.

Yahoo Mail

1. Find the suspicious email.
2. Open the email and choose Forward.
3. Send it to your Carmen address.

Automatic forwarding may not be available on your Yahoo plan.

Automatic forwarding rules send every message through Carmen's triage, so routine mail is skipped without a reply. Use Forward on a specific email to always get a verdict.

• Nothing arrived? Your settings show when the last forwarded message was received. If it says no messages yet, check the address you forwarded to.
• Replacing your address. Choose Get a new address in Settings. Your current address keeps working for 7 days, then stops.
• Forwarding from another address. Add it under Verified sender addresses, then confirm it from the link we send to that inbox.
• What we keep. Each forwarded email we analyse becomes a case with a report in your account. Links, domains, phone numbers, email addresses and payment accounts found in it are kept as scammer data to protect other users; the email addresses and phone number on your own account are left out. See Emails you forward to us in the Privacy Policy.

Your privacy and your data

• Read the Privacy Policy, including the addenda for Carmen Guardian and Carmen Monitor.
• Delete your account from inside the apps, on the website, or by email.
• Common questions are answered in the FAQ.