Support
Contact & Help
One address, five subject lines, and the answers to the questions people usually have before they write.
01One address
Everything goes to [email protected]. There is no ticket portal to register for and no phone line, because a single address a person actually reads beats three channels that quietly go nowhere.
Put one of these at the front of the subject line and it lands in the right queue on the first pass:
- Safety
- Somebody's behaviour on a call, or a suspected minor. Use the in-call report control as well — it is faster and it captures the frame a moderator needs.
- Billing
- A charge you do not recognise, a balance that did not arrive, a refund question.
- Privacy
- A request to see, correct or delete data, or a question about what is held.
- Copyright / Non-consensual
- Material of yours used without permission. The detail of what to include is on the copyright page.
- Bug
- Something is broken. Tell us the browser and roughly when — that pair solves most of them.
02If it is urgent
A call that is going wrong right now does not need an email. Skip ends it instantly and needs no reason. Report sends it to a moderator with a captured frame, and a human reads that within 24 hours. Do those first; write afterwards if you still need to.
If somebody is in immediate physical danger, contact your local emergency services. We are a website, and there are situations where a website is the wrong thing to be contacting.
03Things people ask before writing
- Do I need an account?
- Not to look around or to start matching. An account earns its keep when you want settings and balance to stay with you.
- Is the call recorded?
- No. The only image kept anywhere is a still frame captured when somebody files a report, and it is deleted when that case closes.
- Why was I skipped?
- Nobody has to give a reason, and you will not be told one. It is not a verdict on you.
- Can I get my account back?
- If it was closed in error, yes — write with the subject line Safety and say what happened. If it was closed for something on the never list, no.
- How fast do you reply?
- Safety reports get a human within 24 hours. Everything else is usually a couple of business days.
04Who you are writing to
FapMatch.chat is operated as an adults-only 1-on-1 video chat service. The about page has the longer version of what it is and how it is meant to work.