Help with Convo.
Safety reports, account and sign-in trouble, memberships and receipts. Everything below is handled by the team that builds the app.
How to reach us
A person reads every message.
No ticket bots, no canned first reply. One of us on the Convo team reads what you send.
Reports are handled fast.
Safety reports go to the front of the queue and are usually decided within a day.
Tell us the convo and the time.
The convo’s name, the handle, and roughly when it happened let us find the thread immediately.
Have a suggestion rather than a problem? The feedback form is in the app under You → Feedback.
Safety
Anything in Convo can be reported from inside the app, in two taps, without the other person knowing. Blocking is immediate and separate from reporting — you can do either, or both.
Report a single message.
- Press and hold the message bubble.
- Tap the flag (“Report message”) on the rail that appears.
- Pick a reason, add a note if you want, and send.
Report a whole convo.
- Open the convo’s profile.
- Tap the flag (“Report this convo”) in the header.
- Pick a reason and send.
Block someone.
- Press and hold any of their messages.
- Tap “Block this person” on the rail. (You can also tick “Block this person too” while reporting.)
- Blocking hides everything they post, everywhere, immediately. Undo it any time under You → Safety → Blocked people.
- The report reaches a person on our team, not a queue that sits overnight.
- We review the reported message or convo in context, along with any earlier reports against the same account.
- We act as quickly as we can, usually within a day. Depending on severity that can mean removing the message, suspending or removing the convo, a warning, limiting what the account can do, or banning the account.
- Reporting is never visible to the person you reported.
- Child sexual exploitation, credible threats of violence and similar severe harms are removed immediately, lead to a permanent ban, and may be reported to law enforcement.
What is and isn’t allowed on Convo is written out in the Community Guidelines. For an urgent safety issue, email support@joinconvo.chat with “urgent” in the subject.
Account
You signed in with Apple, with Google, or with an email address and password. The fix depends on which.
Sign in with Apple isn’t working.
Check that you’re using the same Apple Account you signed up with. If you chose Hide My Email, our messages go to your private relay address; make sure forwarding is still on under Settings → Apple Account → Sign in with Apple. Still stuck? Email us from any address and name a convo you host or follow so we can find you.
Sign in with Google isn’t working.
This fails most often when several Google accounts are signed in on the device. Try again and pick the account deliberately. If your Google account was deleted or renamed, write to us and we’ll help you move to another sign-in method.
I forgot my password.
Email us from the address on your account and we’ll help you reset it. If you also signed up with Apple or Google on the same address, that still works in the meantime.
The sign-up code never arrived.
Sign-up sends a six-digit code to your email address. Check spam, then request a new one from the same screen. Work mail filters sometimes hold these; a personal address is the fastest workaround.
I want to change the email on my account.
In the app: You → Account → Email addresses. Add the new address, verify it, then make it primary. If you’ve lost access to the old address, email us from the new one and tell us the old one; we’ll verify and switch it.
I want to delete my account.
You can delete it from the app, or read Delete your account for the steps and exactly what is removed and what is kept.
Payments
Paid memberships are bought on the Convo website and processed by Stripe, never inside the app. Each membership is sold by the convo’s owner, so your card statement shows the descriptor on their Stripe account, which may read JOINCONVO.CHAT. Your card, your memberships and cancellation still live on Convo’s billing page, not in the App Store.
Who charged me?
Each membership is sold by the owner of that convo through Stripe, so the charge on your statement carries the descriptor on their Stripe account: their own name or business, or JOINCONVO.CHAT if they haven’t changed it. Every membership you hold, and what each costs, is listed under Memberships & billing on the web and under You → Memberships & billing in the app. If you don’t recognise a charge, email support@joinconvo.chat with the date and amount before disputing it with your bank, and we’ll tell you which convo it was for.
Where are my receipts?
Your memberships, what each costs and the card on file are listed under Memberships & billing on the web (sign in with the same account) and under You → Memberships & billing in the app. Each membership on the web page has a Receipt link that opens Stripe’s receipt for its latest payment. For a receipt for an earlier charge, email support@joinconvo.chat with the date and amount and we’ll send one.
How do I stop a membership?
Open Memberships & billing on the web or in the app and tap Cancel next to the convo. You keep access until the end of the period you’ve already paid for, then it stops and nothing is charged again.
Can I get a refund?
Memberships are final under our Terms unless the convo’s owner chooses to refund you. The owner sold you the membership, so the decision is theirs: email support@joinconvo.chat with the charge date and amount and we’ll pass your request on to them. If the owner archives a convo you pay for, you’re refunded for the unused part of your period automatically. If Convo takes a convo down, your membership stops renewing and you aren’t charged again. Because these purchases happen on the web, Apple can’t refund them for you.
I host a paid convo. When do I get paid?
Members pay you directly, into your own Stripe account. Stripe takes its processing fee and Convo’s platform fee from each payment and pays the rest out to your bank on your Stripe payout schedule. Your balance, payouts and bank details are in your Stripe Dashboard at dashboard.stripe.com; You → Get paid in the app shows whether you can sell and links there. If Stripe needs more information from you, it tells you in your Dashboard. Convo’s fee is 20% of each payment. If you refund a member, neither fee comes back to you.
Where is my Stripe account?
It’s yours, at dashboard.stripe.com. Sign in with the email you used when you set up Stripe. Convo can’t see your Stripe password or change your bank details.
Can I refund a member?
Yes, from the payment in your Stripe Dashboard. The refund comes out of your Stripe balance, and neither Convo’s platform fee nor Stripe’s processing fee on that payment is returned. Convo returns its fee only on refunds Convo issues, such as when a convo is archived.
Age requirement
You must be at least 13 to have a Convo account. We ask for your date of birth once, at sign-up, and never ask for a document. If the date you entered was under 13, the account was not created; if you’re 13 or older and sign-up still failed, email support@joinconvo.chat and we’ll look.