Report material you would like us to review

Identify what happened and where to find it

Name the relevant character, series or item, or provide a conversation reference. Include the approximate time and the location where you encountered the material so the report points to the right issue.

State the concern rather than combining unrelated accusations: it may involve age, consent, impersonation, privacy, ownership or another content rule. Duplicate reports do not replace an explanation of what you want reviewed.

Include sufficient evidence without unnecessary disclosure

Prefer a reference or non-sensitive screenshot when either is enough to locate the concern. If another person's private information is involved, reproduce only the part needed for the review rather than repeating everything.

There is no need to surrender login credentials to make a content report. Leave passwords, recovery codes and complete payment-card information out of the material you send to our team.

Keep content, generation and billing requests distinct

Explain whether you need a failed generation checked, a refund considered or a consent issue reviewed. Each needs different information, and an AI character's reply does not count as our support response.

For a billing question, identify the transaction and account. For a content report, identify the disputed material and your concern, keeping private chat details unrelated to that issue out of the request.

Email the report and check what the response confirms

Use support@candymail.ai and write a subject identifying the issue. Keep a copy of the non-sensitive references you provided so that later correspondence can refer to the same material and concern.

Wait for the support response and any relevant account confirmation to establish the outcome. Sending a message alone does not confirm that content changed, an account decision was made or a payment was reversed.

Your questions

Where can I raise a consent or impersonation issue?

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

Do I need to attach a complete chat transcript?

Include the parts needed to identify and review the issue, not unrelated private exchanges. Login credentials should not appear in a transcript or other evidence you submit.

Will a content report also submit a refund request?

No. If you want a payment reviewed, identify the transaction through the separate refund process as well. Reporting the content does not make that payment request automatically.