Trust & safety
Help us locate the material you want reviewed
A report should identify where the concern appears and what you want us to assess. Send the relevant reference and context directly instead of republishing the material. Consent, privacy, ownership and account issues need enough detail to be distinguished from one another.
On this page
Identify the item and the reason
Give the companion name, series, item or conversation reference, together with the approximate time and location. These details help separate the reported material from other output or similarly named entries. Explain the actual concern rather than leaving support to infer it from a title.
Say whether the issue concerns age, consent, impersonation, privacy, rights or another rule. Keep unrelated allegations separate. Repeatedly sending the same vague report does not replace an identifying reference and a clear explanation of what should be reviewed.
Use only the evidence needed to assess the concern
A reference or cropped, non-sensitive screenshot can be sufficient. If personal information is relevant, include only the portion necessary to locate and explain the issue. Avoid attaching unrelated private exchanges or circulating disputed material publicly.
No report requires your secret credentials. Leave passwords, recovery codes and full card details out of both evidence and correspondence. An account-related concern is not a reason to give another person access to the whole registration.
Separate content, generation and payment investigations
State the outcome you are asking about. A consent report identifies material and the reason it may violate rules. A missing generation needs the original request reference. A refund request names a payment and explicitly asks for repayment under its applicable conditions.
A character's answer is not a reply from the administrative team. Keep each matter connected to the right item and omit private dialogue that does not help assess it. A content complaint alone does not automatically submit a transaction for refund review.
Retain the reference and follow the actual response
Email support@candymail.ai with a subject that identifies the concern. Keep the non-secret references and relevant correspondence so a follow-up can point to the same material rather than starting with a different description each time.
Submission establishes that you sent a report, not that material has already been removed or a payment returned. Look to our reply and any applicable account confirmation for the outcome. Avoid claiming a decision solely because a fictional companion says it has acted.
Your questions
How can I raise a consent or impersonation issue?
Contact support directly with the material's location and a focused explanation of the concern. Include only the evidence needed to identify it. Public redistribution is not necessary and can expose private or disputed content more widely.
Should I attach my entire conversation?
Only include context relevant to locating and assessing the issue. Crop unrelated private messages and remove credentials from any evidence. A useful reference and short explanation can be more appropriate than exposing the full thread.
Does a content report also request a refund?
No. State a payment-review request separately and identify the transaction concerned. A content report asks us to assess material; repayment follows the purchase-specific refund route and is not automatically initiated by reporting that material.