Customer Support
We aim to respond within 24 hours. Most issues are resolved within 4 hours.
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Contact
| Issue type | Expected response | |
|---|---|---|
| General | [email protected] | 24 h |
| Account / login | [email protected] | 24 h |
| Recharge / refund | [email protected] | 24 h |
| Withdrawal | [email protected] | 48 h (incl. KYC review) |
| Cert / appeal | [email protected] | 72 h |
| Privacy / legal | [email protected] | 7 d (30 d under GDPR / PDPA) |
FAQ — Account / Login
Q: I switched Apple ID and lost my account.
A: Each Apple ID maps to a separate account. Use the original ID, or contact support to merge (provide original account ID + recharge history).
Q: How do I delete my account?
A: In-app: My → Settings → Account → Delete. Within 24 h: All PII cleared, Lv3 KYC images deleted from R2, diamond + coin balance forfeited, 30-day grace recovery (V1.1).
FAQ — Recharge
Q: My payment went through but coins didn't credit.
A: 99 % auto-credit within 5 minutes (via App Store / Play Billing webhook). If > 30 minutes: pull-to-refresh wallet page, then contact [email protected] with your transaction_id (Apple) or order_id (Google).
Q: Refund policy?
A: Refunds are handled by Apple / Google directly per their store policies. PuppyChat does not process refunds; once granted by the store, the corresponding coins are deducted from your balance (may go negative if already spent).
FAQ — Certification (male users)
Q: How long does Lv2 voice cert take?
A: Auto-review (AI gender detection): < 5 minutes. Manual review backup: 24-48 h.
Q: How long does Lv3 KYC take?
A: Manual review: 72 h business days. Document quality affects speed (clear front-side photo + selfie holding ID).
FAQ — Withdrawal (male users)
Q: When does USDT arrive?
A: T+3 business days after approval. KYC + Lv3 cert required. Network: BNB Chain (BEP-20). Network fee deducted from withdrawal amount.
Q: Why was my withdrawal rejected?
A: Common reasons: (1) KYC mismatch with bank account name, (2) below 100-diamond minimum, (3) sanctioned country, (4) suspicious anti-fraud signal. Email [email protected] with your account ID for review.
FAQ — Safety
Q: I received harassment / inappropriate content.
A: Tap profile → Report. Provide screenshot. Reviewed within 24 h, ban applied if confirmed. You can also block the user immediately.
Full FAQ: see docs/legal/support-en.md.