Support
Contact VideoMatch
On a call, the report button is the quickest way to reach us. For anything else, there is one email address and a person reads it.
A problem on a call right now
Use the report button on the call itself, then skip or block. A report filed from the call already knows which account you were talking to, which an email written afterwards often cannot tell us. You do not need to email us as well.
Everything else: email us
Our one official support address is [email protected]. Write to it about:
- sign-in trouble, a lost guest session, or an account you think was restricted by mistake;
- a coin or VIP purchase that did not arrive, or a charge you do not recognize;
- privacy requests — a copy of your data, a correction, or deletion;
- a user you could not report in time, or a safety concern about someone under 18;
- copyright or impersonation complaints;
- bugs, and ideas for making the site better.
What to put in your message
A few details save a round of back-and-forth:
- the email you signed in with or, if you never signed in, the browser and device you used;
- what you were trying to do and what happened instead;
- roughly when it happened, with your time zone;
- for payments, the order number or the date and amount shown on your statement;
- a screenshot of the error message, if there was one.
Never send your password, a one-time verification code or your full card number. We will not ask for them.
Worth trying first
Most call failures come down to three things: a weak connection, a browser that was never given camera and microphone permission, or another app already using the camera. Check those, reload the page, and try again before writing in.
People pretending to be us
VideoMatch staff only contact you from the address above. Anyone who messages you on a call, on social media or anywhere else claiming to be support, and asks for a payment, a code or a login, is not us. Report them.
How your request is handled
We look at requests by type and seriousness. Anything involving safety, account security or payments may need extra checks before we can act, and we may ask you to confirm the account is yours. For the rules we apply, see the Community Guidelines and Terms of Service.