A subject, not an endless form
You pick your subject from a list. There is no free-text field at all: that's deliberate, so sensitive information doesn't end up in a ticket. We ask you the right questions when we reply.
Support
We'll get back to you
A problem signing up, signing in, with a plan, a bug, a doubt? Choose your subject, tell us where to reach you, and our team comes back to you by email or by text.
A reference to keep
Every request gets a reference in the form SUP-…. Keep it: it lets us find your file straight away if you write to us again.
Your contact details are encrypted
The email address or number you leave us so we can reply is encrypted in our database. A closed file is kept for one year, then destroyed.
The available subjects
Picking the right subject saves everyone time: it's what routes your request to the right person.
| Subject | Choose it when… |
|---|---|
| Sign-up | the account won't create, the code never arrives. |
| Sign-in and password | you can't get in, two-factor is blocking you, the device isn't recognized. |
| Plan and subscription | a question about your tier, your renewal date or auto-renewal. |
| Billing and payment | double charge, missing receipt, unexpected amount. |
| Referrals | your code wasn't applied, a credit is missing. |
| Bug or technical problem | the app crashes, a screen won't load, something isn't behaving normally. |
| Encounter detection | you aren't crossing paths with anyone, or far fewer than before. Check this first. |
| My account and my data | export, deletion, a privacy question, exercising your rights. |
| Account security | you suspect an intrusion, you see an unfamiliar session. |
| Account suspended, frozen, or report | your account is blocked, or you want to revisit a report. |
| Suggestion | you have an idea. We read all of them. |
| Other | none of the above fits. We'll sort it out when we reply. |
The same form is inside the app, in the settings. Used from the app, it automatically attaches the installed version and the device model, which helps us a great deal with a bug.
Safety
If something goes wrong
An app that leads to real meetings carries a real responsibility. Here is what you have at your disposal, from the simplest to the most serious.
Reporting someone
From a match or from a plain encounter, choosing one of eight reasons. The necessary evidence is copied at the moment of the report, so it stays reviewable even if the person deletes their content. A human team looks at every file.
Blocking
Immediate and silent: the person isn't told, can no longer write to you, no longer sees you, and both your beacons are renewed so you can never cross paths again. Blocking works both ways.
Sharing your location with someone you trust
Before a first date, send a link valid for 1 to 12 hours that follows your live location. The link shows neither your identity nor the other person's, and switches itself off at the deadline.
Meeting up
Declare in the app that you're about to meet someone. That record exists for your safety and could be shared with authorities on a valid legal request in the event of an incident.
If you are in immediate danger, call 911. We are not an emergency service and cannot intervene in real time. Tell us afterwards: we cooperate with authorities on valid legal requests.
Exploitation of a minor. Zero tolerance, no exceptions. The content is immediately pulled from circulation, the account is frozen, and we are legally required to report it to the competent authorities — in Canada, through Cybertip.ca.
Good habits before a first date
- A public place, at a time when others are around. Not your home, not theirs.
- Your own transport, there and back, so you can leave whenever you want.
- Someone who knows — which is exactly what location sharing is for.
- Never money. No request for money, gift cards or investments is legitimate, however good the story.
- Trust your discomfort. You owe nobody an explanation for leaving.
Remember: an encounter proves physical proximity, not good intentions. We do not verify anyone's identity or background.
My account
Manage everything from a browser
The web portal does nearly everything the app does, on a real keyboard — and it stays available even if you uninstalled the app or changed phones.
Billing
Your current plan, the renewal date, the history — and the button to switch off auto-renewal.
Security
Your active sessions, to close one at a time or all at once, two-factor authentication, and changing your password.
My data
Download everything we hold about you, or delete your account for good. Without going through us.
Encounters and matches
Your feed, your favourites, your matches and your profile, on a big screen. Conversations stay on your phone.
Messages aren't on the portal, and that's deliberate. They are end-to-end encrypted: the key that reads them lives on your phone and exists nowhere on our servers. No website could display them.
Exercising your rights over your data
Export and deletion are self-service, in the app's settings and from your account on the web — no need to go through us, and no need to reinstall the app if you removed it.
For any other privacy question, or to reach the person responsible for the protection of personal information, write to philippe@leblond.info [privacy contact address to be confirmed before publication], or choose the “My account and my data” subject in the form.
The detail of what we keep, for how long and who it is shared with is in the privacy policy.
Ready to write to us?
Two minutes is enough. Pick your subject, tell us where to reply.