Trust & safety
Send a specific content concern to our team
Help us identify the material and understand why you are reporting it. A useful report provides its location and relevant context without circulating private or prohibited content publicly as proof that there is a problem.
Topics in this article
Point to the item and explain the concern
Provide the character name, series, item or conversation reference involved. Tell us approximately when and where you saw the material so we can distinguish the reported content from other items or exchanges.
Explain the specific concern, whether it involves age, consent, impersonation, privacy, ownership or another rule. Keep unrelated allegations separate; sending the same report repeatedly is no substitute for identifying what needs review and why.
Limit evidence to what the review needs
Where possible, identify the material with a reference or a screenshot that contains no sensitive information. If someone else's private details are relevant, include only the portion necessary to explain and locate the concern.
Reporting content does not require access to your secret credentials. Never attach your password, recovery codes or complete card details to the evidence or correspondence you send us, even if the report concerns your account.
Say which kind of investigation you are requesting
State whether the request concerns a generation that failed, a payment you want reviewed or a consent problem. These matters need different evidence, and a fictional character's answer is not a response from our support team.
Connect a billing query to its account and transaction; connect a content concern to the specific material and reason for review. In either case, omit private conversation details that have no relevance to the issue.
Contact support and retain the relevant correspondence
Email support@candymail.ai with a subject that names the concern. Save the non-secret item references included in your report so you can refer to the same material if further correspondence is needed.
Look to our reply and any applicable account confirmation for the outcome. Submission alone does not establish that material has been changed, an account action has been decided or a charge has been refunded.
Your questions
How do I report material involving consent or impersonation?
Contact our support team directly, identifying the material's location and the consent, privacy or impersonation issue involved. Do not redistribute it publicly or share it more widely to demonstrate your concern.
How much of a conversation should my report include?
Provide only the context needed to locate and assess the issue. Leave unrelated private messages out, and remove passwords or other secret login details from any conversation evidence you submit.
Does reporting content automatically ask for my money back?
No. Request payment review through the separate refund process, identifying the relevant transaction. A content report asks us to review material; it does not automatically submit a refund request for the associated purchase.