Trust & safety
Report content or an account concern
Tell our support team what needs review and how to locate it. A useful report identifies the issue without reposting private or prohibited material to a public audience.
Identify the material
Include the character, series, item or conversation reference relevant to the concern. Add the approximate time and the location where you encountered it.
Explain whether the issue concerns age, consent, privacy, impersonation, ownership or another content rule. A clear description is more useful than several unrelated accusations or repeated copies of the same report.
Provide only the evidence needed
Use a non-sensitive screenshot or reference where it is enough to identify the issue. If the material concerns another person's private information, avoid repeating it beyond what the review requires.
Do not send account passwords, recovery codes or full payment-card details. You do not need to surrender account credentials for a report to be read.
Keep different support issues separate
A failed generation, a refund request and a consent concern need different details. State the specific outcome you are asking about rather than treating a character's reply as a response from support.
For a payment, identify the transaction and account. For content, identify the disputed material and concern. This keeps unrelated private chat details out of the request.
Contact the team
Send the report to support@candymail.ai. Use a subject that identifies the issue, and keep a copy of the non-sensitive reference information you submitted.
Do not assume that a catalogue change, account decision or payment reversal has happened merely because you sent the message. Use the team's response and the relevant account confirmation to check the outcome.
Questions and answers
Where do I report nonconsensual or impersonating material?
Contact our support team with the material's location and the specific consent, privacy or impersonation concern. Avoid distributing the material publicly.
Should I send a full chat history for every report?
No. Include the information needed to identify the issue. Do not add unrelated private exchanges or credentials.
Is a content report the same as a refund request?
No. Identify the content concern separately, and use the refund process with transaction details if you also want a payment reviewed.