Account and loading problems

Sign-in and missing chats

Use the original email or sign-in provider. Another method may open a different account, making chats or purchased benefits appear missing.

Before clearing site data, check that you still have access to that method. Then try a fresh browser session. Keep passwords and verification codes out of support messages.

When a page will not load

Check another ordinary website to rule out a lost connection. Note whether the directory, one profile or a reply is affected.

Compare a fresh window with the existing session. One failed device does not establish a wider outage. Check current support announcements rather than an old status screenshot.

Missing images or replies

For one affected profile, note its name and the failing image or reply. For a wider problem, record the browser and device.

A character without configured image replies is different from an image that fails to load. Repetitive writing is separate from a network error; check the model and setup.

Purchases and account changes

Check the account and receipt before paying again. Keep the billing platform and order reference for support.

• Cancel a subscription to stop renewal through the billing platform.
• Delete an account through account settings.
• Redeem a gift key under its own terms.

Reporting a problem

When contacting support, include the account identifier, device, browser, time of the error and the action that failed. For a payment issue, add the purchase platform and order reference, not a full card number.

A useful report reads: On mobile Chrome, the reply stops loading after I send a message to this character. It started at 14:20. Other profiles still open. Attach a redacted screenshot if it helps explain the failure.

For account removal or renewal, follow deletion or cancellation separately.

Editing, visibility and deletion

Editing a message, making a profile private and deleting a character or conversation are different actions. Check the available control and its confirmation for the item you own.

If a deletion option is missing or fails, keep the identifier and contact support. Do not assume that changing visibility removes stored records or that deleting one message removes an entire conversation.