Support
This AI72 / IntroMe Support document explains how users can contact AI72 for account, safety, privacy, data rights, account deletion, moderation appeal, technical, and legal requests. It should be read with the Terms of Service, Privacy Policy, Safety Center, Moderation and Reporting Policy, Account and Data Deletion, and Data Safety documents.
1. Contact channels
The current public support address for general support, account deletion, privacy/data requests, moderation appeals, technical issues, and legal/IP requests is support@ai72.app. In-app support/help flows may be used where available. For safety violations, in-app report and block tools may provide better chat, profile, media, or session context. If no separate law-enforcement, privacy, or legal channel is published, those requests may be routed through support.
2. Emergency disclaimer
AI72 support is not an emergency response service. If you face physical danger, threats, sextortion, stalking, self-harm risk, child-safety risk, sexual exploitation, urgent fraud/financial risk, or real-world following, contact local emergency services, law enforcement, or a trusted person. Reports, blocks, and support requests are important, but they may not be sufficient in an emergency.
3. What support can help with
Support may help with the following account, safety, data, moderation, technical, and legal/IP categories.
- Account and login: phone login, account access, device/session issues, verification, and legal consent gate issues.
- Profile and verification: profile photo verification, live verification, profile media, incorrect profile details, and language/country/city display.
- IntroMe and chat: temporary intro, permanent chat, message/media delivery, voice, transcription, TTS, translation, Shared Media, and notification/chat actions.
- Safety and abuse: harassment, threats, scams, money requests, fake profiles, impersonation, unauthorized media sharing, sextortion, stalking, hate, video-call abuse, minors, and child safety.
- Privacy and data: access, correction, deletion, restriction, objection, portability, consent withdrawal where applicable, and privacy questions.
- Moderation and appeals: report follow-up, account restriction, content removal, disabled/quarantined media, false report concerns, and review requests.
- Technical and legal/IP: crashes, bugs, notifications, permission issues, copyright, trademark, impersonation, unauthorized image/name use, deepfake/manipulated identity, and valid legal requests.
- Subscription and billing: entitlement not recognized, subscription access issues, billing status questions, cancellation guidance, and routing to Apple/Google refund processes.
4. What to include in a support request
A useful request may include your account phone number or user identifier where available, app version, device model, operating system, approximate date/time, category, subject, clear description, relevant profile/chat/report/media context, and whether the issue is safety-related or urgent. Screenshots should be sent only when safe, lawful, and necessary. Do not send passwords, bank card numbers, private keys, unnecessary identity documents, or unrelated sensitive documents.
5. Safety reports versus general support
For user-to-user safety violations, in-app report and block tools may provide better context. Serious safety issues may be handled through both report/block and support. In an emergency, contact local authorities or emergency services first.
6. Child safety
AI72 has zero tolerance for CSAM, grooming, sexual exploitation, coercion, trafficking, underage users, or sexualized content involving minors. Suspected child-safety issues should be reported through report/block and support. In urgent or serious cases, contact local authorities. AI72 may restrict content, suspend accounts, preserve records, use human/admin review, and respond to valid legal processes where appropriate.
7. Privacy, data rights, and account deletion support
Subject to applicable law, users may request access, correction, deletion, restriction, objection, portability, consent withdrawal, or privacy assistance through support or in-app paths. AI72 may need to verify account ownership. Uninstalling the app, disabling notifications, blocking someone, or deleting a chat for yourself is not account deletion. Use the in-app account deletion flow or support@ai72.app for deletion requests. Some records may be retained for safety, legal, moderation, abuse-prevention, audit, dispute, or compliance reasons.
8. Moderation appeals
If you believe a moderation, content, media, feature, or account decision was wrong, you may request review through support or an available in-app appeal path. Appeal does not guarantee restoration of an account, feature, or content. Explanations may be limited for reporter safety, child safety, privacy, anti-abuse, fraud prevention, security, or legal reasons. Abusive appeals, support spam, threats, or intentional false reports may lead to enforcement.
9. Law enforcement and legal requests
AI72 may respond to valid legal requests subject to applicable law. Where required or permitted, AI72 may preserve or disclose records to protect users, address child safety, threats, fraud, abuse, or valid legal process. AI72 does not disclose user data in response to informal or unauthorized requests. If no dedicated legal/law-enforcement channel is published, requests may be routed through support@ai72.app for internal triage.
10. Copyright, IP, and impersonation
Copyright, trademark, personality-rights, impersonation, unauthorized image/name use, deepfake, or manipulated-identity concerns may be reported through support. Requests should include claimant identity/contact, content link or context, rights basis, good-faith statement, and requested action. AI72 may request additional proof or restrict content.
11. Security vulnerability reports
Security issues should be reported responsibly. Do not exploit issues, access user data, scrape or exfiltrate data, or publicly disclose details before remediation. Reports may include affected area, safe reproduction steps, and impact. This document does not create a bug bounty, permission to test production, or permission to violate the Terms.
12. Response times and prioritization
AI72 aims to review support requests as reasonably possible. Safety, child safety, account security, abuse, deletion/privacy, and legal requests may be prioritized. Response times may vary by volume, urgency, language, evidence, verification needs, and legal complexity. AI72 does not guarantee immediate response or a fixed SLA; support is not an emergency service.
13. Languages
AI72 may offer multiple app languages, but support language coverage may vary. Translation tools may be used for support requests and may be inaccurate. Legal meaning may depend on the canonical document, locale version, and registry record.
14. What support cannot do
Support is an important help channel, but it does not guarantee the following outcomes.
- Guarantee real-world safety, identity, compatibility, or relationship outcomes.
- Act as police, emergency service, crisis hotline, or legal/medical/financial advisor.
- Guarantee recovery of deleted accounts or data.
- Guarantee refunds for App Store / Google Play subscriptions or cancel platform subscriptions on your behalf unless the platform explicitly supports that action.
- Remove screenshots, screen recordings, or another-device recordings taken outside AI72.
- Guarantee detection of every scam, fake profile, or abuse case.
- Guarantee notification delivery or disclosure of every moderation detail.
15. User responsibilities when contacting support
Provide truthful information, do not harass support, do not send threats or spam, do not submit fake reports, do not send unnecessary sensitive documents, and keep your account and device secure. Use emergency channels for urgent danger.
16. Data used for support
Support requests may involve account identifiers, contact information, device/app/log information, screenshots or descriptions, report/block/moderation context, chat/media context where necessary, admin notes, audit logs, deletion/privacy request records, and support replies. Support records may be retained for safety, compliance, dispute resolution, fraud prevention, audit, and legal obligations under the Privacy Policy and Account and Data Deletion document.
17. Beta and founder feedback
During beta periods, users may submit feedback about real founder/admin profiles, verification, IntroMe, chat, notifications, moderation, and legal flows. Internal development test profiles may be used only in non-public local/dev environments and are not intended to appear in public beta or production introduction flows. Beta feedback is not emergency support.
18. Store reviewer support
The public support page provides a stable contact and legal route for store reviewers. Public pages should not include secret test accounts, private credentials, internal admin URLs, or store-review-specific instructions. Reviewer test account instructions should be provided separately through private review fields.
19. Linked documents
This document should be read with the Terms of Service, Privacy Policy, Community Guidelines, Safety Center, AI and Automated Processing Disclosure, Moderation and Reporting Policy, Notifications and Chat Actions, Account and Data Deletion, Data Safety and Permissions, and Subscription, Free Access, and Payment Terms documents.