01Contact
| Account help, safety reports, privacy requests | sorenperalta262@icloud.com |
|---|
Wesala is not an emergency service. If you are in immediate danger, contact your local emergency number first.
I changed phone and cannot get back in
Wesala signs you in with the device rather than a password, so a new phone is a new credential and there is no recovery path. We do not hold a phone number, an email or a password for you, so there is nothing we can check you against. A new device means a new account.
You can still write to sorenperalta262@icloud.com about a purchase that did not arrive, or anything else on the old account — bring the App Store receipt. But we cannot hand the account itself over on the strength of remembered details, and we would rather say that plainly than let you think it is guaranteed.
While you still have the device: unused coins live only there. Direct messages are stored by our messaging provider, so they do follow you to a new phone once you sign in again — the coins do not.
02Reporting content or an account
Report from inside the app where you can: it attaches the content and timestamp automatically, gives you a case you can follow in Safety centre, and lets you block, mute or leave the room in the same step. Open the safety menu on the card, room, chat or profile and choose a category.
If you cannot reach the app — or the report is about Wesala itself — write to sorenperalta262@icloud.com with what you saw and when. The reported account is never told who reported it.
03Your data
Correct anything public in Edit profile. Review what the app may access, and change notification categories, under Permissions. For a copy of your data, use the email link on the deletion screen — this is handled by hand today: we produce the export and reply to you. Ask before you delete the account; afterwards there is nothing left to export.
For anything those screens do not cover, write to sorenperalta262@icloud.com.
04Deleting your account
Self-serve and permanent: Profile → Account & security → Delete account. The screen lists exactly what goes before you confirm — profile, relationships, content and interactions, chats and files, balance and transactions, status and entitlements.
Deletion runs immediately: there is no cancellation window, so you are asked to type a confirmation word first. Unused coins are forfeited, and deleting your account does not itself create a refund. Messages other people sent you belong to them and stay with them, and a narrow set of records is kept where law requires it — see section 2 of the Privacy Policy.
05Purchases and refunds
Coins are consumable in-app purchases sold by the App Store or Google Play. There is no subscription and nothing renews on a schedule.
Refunds are handled by the store under its own policy — we cannot issue a store refund ourselves. On iOS use reportaproblem.apple.com; on Android use Google Play's order history.
A charge that went through without the coins arriving is ours to fix: write to sorenperalta262@icloud.com with the store receipt reference.
Want to spend less? Set a per-purchase or per-cycle cap in the wallet. Lowering applies immediately; raising asks twice and waits out a cool-down.
06Blocked on the age screen
A date of birth under 18 means no account is created, and that answer sticks to the device rather than being retried on the next screen. That is deliberate.
If you mistyped the year, write to sorenperalta262@icloud.com and a person will look at it.
07Creator applications
Hosting a room is enabled in two steps — eligibility (18+ by the date of birth you gave at sign-up, and no active restriction) and the creator guidelines (five rules, confirmed one by one). Finish both and access is enabled on the spot: there is no human pre-approval and nothing to queue for.
If access is withdrawn for a violation, that decision can be appealed once from the same screen.
Appeals, in one paragraph
Every enforcement decision tells you the policy category, the action, how long it lasts and the appeal deadline. Eligible decisions can be appealed once from inside the app; a person reads the appeal, and the outcome arrives as a safety notice. You do not need to email us to appeal.