Contact & Support Policy

This page explains how to reach us, which channel to use for what, and what happens after you write. Support is provided by the people who run this site, in the languages the site is offered in.

1. Choosing the right channel

• Something on the site broke, or you have a question or suggestion — use the contact form and pick the closest topic. You get a reference number on submission; quote it in any follow-up.
• A post or comment breaks the rules — use the Report control on the item itself, or the report form if you do not have an account. This reaches the moderation queue directly, which is faster than email.
• Copyright infringement — follow the Copyright & DMCA Policy. Notices must contain the elements listed there before we can act on them.
• You disagree with a moderation decision — file an appeal from your appeals pagerather than by email, so it reaches the review queue with the case attached.
• Privacy requests — you can export your data and deactivate or delete your account yourself; see Privacy settings and the Privacy Policy. For anything those controls do not cover, write to us.
• Security vulnerabilities — report them privately using the contact details below, as described in the Acceptable Use Policy.
• Accessibility barriers — tell us what you hit and how you browse. See our accessibility statement.

2. What to include

The more precise you are, the faster we can help. Where relevant include: the address of the page, your handle, what you expected to happen and what happened instead, the time it happened, and the browser or device you were using. Please do not send us your password — we will never ask for it.

3. What happens to your message

Messages sent through the contact form are stored in our support queue with a reference, and are read by the administrators who run the site. Reports go to the moderation queue and appeals to the appeal queue. Each is marked as resolved when it has been handled, with a note recording the outcome. Reporters are given feedback on what happened to their report.

4. Response times

We are a small team and do not offer guaranteed response times. We prioritise in this order: anything involving a risk to someone's safety, then account access and security problems, then moderation reports and appeals, then everything else. If your message needs no reply, you may not get one — but it will still have been read.

5. What we can and cannot do

We can:

• help with account access, verification and email problems;
• investigate faults in publishing, media, comments or search;
• act on reports of content that breaks our policies;
• process copyright notices and counter-notices;
• help you export or delete your data.

We cannot:

• recover a post that has been permanently purged after its retention window, or an account erased after its grace period;
• give legal, medical, financial or other professional advice — see the Disclaimer;
• mediate personal disputes between members beyond enforcing our policies;
• disclose another member's personal information, or tell you the outcome of moderation action taken against a specific account;
• edit or write your posts for you, or guarantee traffic, ranking or promotion of your work.

6. Conduct

Support is a conversation between people. We will be straightforward with you, and we ask the same in return. Abusive, threatening or repetitive messages may go unanswered, and persistent misuse of the contact form — including automated submissions — may lead to it being blocked for that account or address.

7. Availability of the service

Planned maintenance may make the site temporarily read-only or unavailable. Administrators monitor system health, and outages are resolved as quickly as we can.

How to reach us

Use whichever suits you best:

• Contact form: send us a message — you will get a reference number to quote in any follow-up.