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, or I forgot my password
Changing phone is fine. Wesala signs you in with an email address and a password, and the credential travels with you — sign in on the new phone with the same address and password and your account, your coin balance and your messages are all there.
Forgetting the password is the hard case: there is no password reset and no recovery code. Signing in with an address we have not seen before creates a new empty account rather than reopening yours, so a forgotten password or a mistyped address looks exactly like "my data is gone" when in fact the old account is untouched and simply out of reach.
If that happens, write to sorenperalta262@icloud.com from the address you signed up with and bring the App Store or Google Play receipt if a purchase is involved. We will do what we can by hand — but we cannot hand an account over on the strength of remembered details, and we would rather say that plainly than let you think it is guaranteed.
02Reporting content or an account
Report from inside the app where you can: it attaches the content and timestamp automatically, keeps a copy in Safety centre with a receipt number, 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.
That list is a record, not a tracker. The app has no way to read a status back, so a report stays as submitted — if you need a person on one specific case, email us the receipt number.
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 — camera, microphone and photo library, which is all it asks for — under Permissions. There are no notification settings there because this version sends no notifications at all. 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 immediate: 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 — and there is no cancellation window, so you are asked to type a confirmation word first.
Read the limit on that screen before you confirm. What runs is a wipe of every record on the device plus unbinding the device from the account. It does not erase the account on our server: there is no account-deletion interface available to us today, so the profile and balance rows stay, and signing in again with the same email address and password does open the account. If you want those rows gone, email sorenperalta262@icloud.com and we remove them by hand.
Deleting does not itself create a refund. Messages other people sent you belong to them and stay with them, and payment and risk-control records are kept where law requires it — see section 2 of the Privacy Policy.
05Purchases and refunds
New top-ups are currently unavailable in this version. There is no subscription or automatic renewal. You do not need to make another purchase to ask us about an earlier charge.
Refunds are handled by the store under its own policy — we cannot issue a store refund ourselves. On iOS, request one at reportaproblem.apple.com.
A charge that went through without the coins arriving is ours to fix: write to sorenperalta262@icloud.com with the store receipt reference, approximate payment time and your account email. Do not send your password or sign-in token.
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.
06Turned away on the age screen
A date of birth under 18 means no account is created. The refusal is not remembered, so nothing stops a different date being entered on the same screen — it is a declared-age gate, not an identity check, and we are not going to describe it as more than that.
If you mistyped the year and the account already exists, it is still worth fixing: that date is what the creator gate checks later. 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 refused or withdrawn, that decision is one of the two the app lets you appeal — see below for what filing the appeal actually does.
Appeals, in one paragraph
Two decisions are appealable in the app — a profile rejected in review, and creator access refused — and each can be appealed once. What filing it does today: the appeal is written to your own phone as your record of what you said and when. There is no appeal interface on our side yet, so nobody reads it and no outcome comes back. Email sorenperalta262@icloud.com and quote what the app shows you — that is what actually reaches a person. When a real appeal channel exists, this paragraph is the first thing that changes.