Support

01Account and sign-in

Your account is issued against the device it was created on. There is no email address, no password and nothing to reset, which makes most account questions questions about devices.

I reinstalled the app — is my account gone?

Normally no. On the same device the app re-derives the same identifier and finds the same account. If it opens an empty profile instead, stop before setting it up again and write to us.

I am moving to a new phone

The account does not travel by itself, and there is nothing you can type on the new phone to bring it across. Email us from the old device while you still have it, with the UID and the new device to hand, and we will move it.

I lost the phone / it broke

Write to us anyway. Tell us the UID if you know it, or the nickname, the country on the profile, roughly when you signed up and any recent purchase, and we will work from that. We may ask for more before moving an account, because the same questions protect you from someone else claiming it.

Someone else has my account

Tell us immediately with the UID. We can suspend it while we sort it out.

My date of birth is wrong

Correct it in Profile → Edit profile, which also takes a new nickname, avatar and gender. If it is wrong in a way that matters — an under-18 date on an adult's account — write to us as well.

My country is wrong

Country is set when the account is created and is not editable in the app. Email us with your UID and the correct country.

02Deleting your account, and your data

There is no delete button in the app in this version. Profile → About Us → Log out ends the session and clears the local data on that device, but the account still exists.

To delete the account, or to get a copy of your data, email us from the device that holds it and quote your UID. Say which of the two you want — if you want the copy and the deletion, ask for the copy first, because after deletion there is nothing left to export.

What deletion removes: the profile, the nickname and avatar, the follow relationships, the content posted from the account, the message history on our side and the remaining diamond balance. What survives, and why: messages other people received belong to their accounts; purchase records are kept for tax and chargeback rules; enforcement and risk-control records are kept so that a removed account cannot simply return. Section 2 of the Privacy Policy sets out each period.

An unspent diamond balance is not refunded on deletion. Spend it first if you mind.

03Purchases and refunds

Diamonds are bought as a consumable in-app purchase through the App Store. Nothing on Sawtix is a subscription and nothing renews on its own, so there is no subscription to cancel.

I was charged and the diamonds did not arrive

Reopen the app and the wallet first — a purchase still awaiting confirmation from the store is finished on the next launch, and most cases resolve there. If the balance is still short after that, send us the store order number and the time, and we will look up the order.

I want a refund

Refunds are handled by Apple, not by us, because Apple took the payment. Use reportaproblem.apple.com. We can confirm what a purchase was and whether it was credited, which is often what Apple wants to see.

I spent diamonds by mistake

A gift is spent at the moment it is sent and we cannot reverse it. Diamonds do not convert back to money and cannot be withdrawn or moved to another account.

A package I bought is not in the list any more

Prices and discount tiers change. What you already bought is unaffected.

04Reports, enforcement and appeals

Report from inside the app where you can — the report carries the account and the room with it, which an email cannot. The form has no category picker, so describe the problem in the text. The routes, and the categories we sort a report into, are on the safety page.

I filed a report and nothing seems to have happened

The app does not show a report's status back to you, so there is nothing to read there either way. If it is urgent, email us with the account, the room and the time, and we will tell you where it stands.

Something involving a minor

Put Child safety in the subject line so it is routed ahead of ordinary support. Do not attach the material itself — describe it. See the Child Safety Standards.

My account was restricted or removed and I think that is wrong

Appeal to the same inbox with your UID and what you think was misread. A different person reviews it. Appeals against a child-safety finding are reviewed, but the finding standing means the termination stands.

Someone is harassing me right now

Leave the room — it ends the connection — then report the account. There is no self-serve block list in this version, so if it continues across rooms, email us and we will act on the account.

05The app itself

Bugs, crashes and suggestions

Profile → Feedback takes a description, up to three screenshots and an email address to reply on. There is nothing to choose from — say whether it is a bug or an idea in the text. Filling in the email field is what makes a reply possible.

Changing the interface language

Profile → Language. The app restarts to apply it, and warns you first. English, العربية, Español, हिन्दी and Türkçe are available; Arabic switches the whole interface to right-to-left.

Photo access not working

Photo access is asked for at the moment it is first needed — picking an avatar, or attaching a screenshot to a report. If you refused earlier, the app cannot ask again; grant it in your system settings for Sawtix and try once more. The app never opens the camera, so refusing camera access costs you nothing.

Requirements

iOS 13 or later. Live rooms need a working network connection; on a weak one the video falls back to the room cover rather than stalling on a frozen frame.

06What to expect from us

We answer in the order things arrive, with two exceptions that jump the queue: anything involving a minor, and anything involving immediate risk to a person. Privacy requests are answered within 30 days, and usually much sooner.

If you believe someone is in immediate danger, contact your local emergency services first. We cannot dispatch help.

Email support Safety page