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. If you linked a recovery phone number before, use it to sign back into the same account.
If you never linked one, there is no self-serve path — write to sorenperalta262@icloud.com from a mail address you can prove is yours and tell us what you remember: display name, rooms you hosted or joined, roughly when you signed up, and any purchase receipt reference. We cannot promise recovery, and we would rather say that plainly than let you think it is guaranteed.
On an account you still have access to, link a number now: Profile → Account & security → Recovery phone. It is kept privately and never appears on your public profile.
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. Request a copy of your data inside the deletion flow — we build it after verifying you own the account and send a safety notice when it is ready.
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.
After you submit there is a cancellation window during which you can back out. When it closes, deletion is irreversible. Unused coins are forfeited, and deleting your account does not itself create a refund. 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 and going live are reviewed permissions with four steps — eligibility, identity check, host and broadcaster rules, then a human review that usually takes one to three business days. The status screen shows where your application is, the approved scope, and any rejection reason.
A rejection can be appealed once from that screen. If the identity check itself failed and you believe that is wrong, that is a support question: sorenperalta262@icloud.com.
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.