Tell us about content that needs review

Give us a reference and the reason for your report

Name the character, series or item, or provide the relevant conversation reference. Tell us where you encountered the material and approximately when, so we can locate the right issue.

State the specific rule or concern, such as age, consent, privacy, impersonation or ownership. Keep unrelated accusations out of the report, and avoid sending duplicate copies in place of a clear explanation.

Limit evidence to what identifies the concern

Choose a reference or non-sensitive screenshot when it is enough to locate the material. If another person's private information is involved, repeat only what is necessary for us to review the concern.

Keep account passwords, recovery codes and complete payment-card information out of your evidence. Reporting content does not require giving us the credentials used to access your account.

Distinguish a content report from a payment or feature issue

Say whether you need a generation investigated, a refund considered or a consent concern reviewed. Each requires different information, and a fictional character's answer is not a response from our support team.

Use the transaction and account references for a payment question. Use the disputed item's reference and the reason for concern for a content report, without adding unrelated private exchanges.

Email the report and check the response

Email support@candymail.ai with a subject naming the issue you want reviewed. Retain the non-sensitive references you sent so you can identify the report in later correspondence.

Wait for the team's response and check any relevant account confirmation to establish the outcome. Sending an email alone does not confirm a catalogue change, an account decision or a payment reversal.

Questions and answers

How can I flag material involving impersonation or lack of consent?

Send support the location of the material and explain the consent, privacy or impersonation issue. Report it directly without distributing it to a public audience.

Does a content report require the entire conversation?

Include only what is needed to identify and review the issue. Leave out unrelated private messages and all account credentials.

Will reporting content also request a refund?

No automatic refund request follows from a content report. If you also want payment review, use the separate refund process and identify the transaction.