Help and support

#Contact us

Email support@statusnet.app from the address on your account if you can, or include your username, so we can find your account. Never send us your sign-in code, lock code or chat backup password: we will never ask for them.

#Report content or a person

Every status, comment, Agora post, series, persona and profile has a Report option in its menu. Reports are reviewed by our team, and content that breaks the Community Guidelines is removed. You can also block anyone: they can no longer see your content, message you or call you.

If you can't use the app, email support@statusnet.app with a link to the content (Share → Copy link) and what's wrong with it.

#Signing in and your account

• Sign-in codes arrive on WhatsApp. If yours doesn't arrive, check that WhatsApp is installed on that number and try again after a minute. Codes expire after a few minutes.
• Changed your number? Email us from the email on your account, or with your username and old number, and we'll help you move your account once we've confirmed it's yours.
• Delete your account: see Delete your account.

#Watch Tokens, payments and StatusNet Plus

• Tokens bought in the iPhone or Android app are sold by Apple or Google. Refunds for those go through Apple (reportaproblem.apple.com) or Google Play (play.google.com/store/account), under their rules.
• Tokens bought on the website are paid through Paystack or Stripe. If a payment went through but the tokens didn't arrive, email us the payment reference and the date.
• StatusNet Plus renews each month until you cancel. If you subscribed in the iPhone or Android app, cancel in the App Store or Google Play subscription settings. If you subscribed on the web, open StatusNet Plus in the app and tap Manage, or email us. Cancel at least 24 hours before it renews; your perks last to the end of the period you've paid for.

#Creators and payouts

Earnings, the holding period and payouts are explained in the Terms of Service. If a payout is late or wrong, email support@statusnet.app with your username and the payout date.

#Chats and calls

Chats are end-to-end encrypted: we can't read them, so we can't recover messages you've lost. To keep them when you change phones, turn on encrypted chat backup in the app and keep your backup password safe.

#Urgent safety concerns

If someone is in immediate danger, contact your local emergency services first. To report child sexual abuse or exploitation, see our Child Safety Standards. Those reports go to the front of the queue.