Talk to the EmeraldChat Team

How to reach EmeraldChat support

Email support[at]emeraldchat.vip, replacing [at] with @. We wrote it this way so scrapers don't fill the inbox. Use the email linked to your account if you have one, and tell us what you were doing when the issue happened.

For quick answers, many questions are covered in how it works and help and safety, which include camera fixes, coin rules and reporting.

What to include so we can help faster

A short, specific email gets a faster answer than a long vague one:

• What happenedin a sentence or two, and what you expected.
• Date and timewith your time zone, so we can find the call or payment.
• Device and browserfor camera and connection problems.
• Payment referencefor payment questions: the date, amount and any payment ID.

Urgent safety concerns

If someone is in danger, contact your local emergency services first. Then email us with the date and time of the call so we can act on the account. Don't send us screenshots containing anything illegal; describe it instead.

What happens after you email us

We read every message and reply in the order received. Safety reports go first. If we need more information, we'll ask. For account, payment or data requests, we may ask you to confirm a detail about the account before changing anything, to stop someone else from requesting it.

Answers we can usually give straight away

Many questions have a short answer. These are the ones we get most often:

• My camera won't start.Check browser permissions, close other apps that use the camera, and reload. The steps are in help and safety.
• I was charged but have no coins.Email us the date, amount and payment reference.
• Someone broke the rules.Use Report on the call, then email us if it was serious.
• How do free matches work?First match free, a fresh allowance each day, and a free stretch in every match. See how it works.

Feedback, partnerships and press

Ideas for the site are welcome, including the small annoying things you noticed on your third call. For partnerships or press, use the same address and put it in the subject line so it reaches the right person. We read everything, though we can't promise to act on everything.

Please don't send passwords, full card numbers or identity documents by email. We will never ask for them.

Help in other languages

EmeraldChat is written in English, and support replies are in English too. If English isn't your first language, write in whatever you're comfortable with. We'll do our best to understand, and short, plain sentences with the key facts (what happened, when, on what device) help a lot.

What we can't help with

We can't tell you who someone was after a call, because other users' details are private. We can't recover coins that were spent on calls or gifts, except where the law requires it. And we can't reply to messages that include threats or abuse. For everything else, including the odd and awkward ones, write to us and we'll tell you straight whether we can help. The terms behind refunds are in the terms of service.

Privacy and data requests

To access, correct, export or delete your data, email us from the address linked to your account. Deletion is permanent and removes unused coins, so make sure that's what you want. Details are in the privacy policy.