Safety and billing

Reporting and support

How to report a message or a person, what happens to a report, and how to reach Sunflare Support for anything else: account recovery, bugs, billing, appeals, and security issues.

Reporting a message or a person#

  1. Right-click the message (or the person's name), or open their profile card, and choose Report.
  2. Pick a reason: Harassment or bullying, Spam, NSFW / inappropriate content, Hate speech, Self-harm or suicide risk, Impersonation, or Other.
  3. Add anything that helps in Anything else?: what happened before, other usernames involved, links to related messages.
  4. Submit. The person isn't told who reported them.
Example of useful context
This account has sent the same "free Cosmos, scan this QR" message to
5 people in #general in the last hour. Also posting as @cosmos_giftz2.

Where a report goes#

Contacting Support#

Start a request, or pick up an existing one under My Requests. Choose the category that fits:

Support Request
Help with the app, a feature, or the website.
Suggest a Feature
An idea that would make Sunflare better.
Moderation Report / Appeal
Report a user, or appeal a ban or timeout.
Account Recovery
Regain access to a locked or banned account.
Security Exploit Report
A security problem you've found. Please report it privately here rather than posting it publicly.
Billing / Cosmos
Problems with a Cosmos or Cosmos Pro subscription or payment.
Bug / General Feedback
Bugs, ideas, or anything else.

Each request is a conversation: you and Support can reply back and forth, and you can attach files (screenshots help a lot), up to 15 MB each. Closed requests are archived a few days after they're closed.

Can't sign in?#

If you only forgot your password, use Forgot password? first. Otherwise, open the login page and use the Support button in the corner. It works without signing in, so you can start an Account Recovery request even if you're locked out or banned. Give the username and the email on the account.

Writing a good bug report#

Example
What happened: My mic stops working after about 10 minutes in a voice
channel. Others say I go silent; my meter still moves.
Where: Desktop app on Windows 11, version shown in Settings, Updates.
Steps: Join "gaming" in Night Owls, talk for ~10 minutes.
Expected: Mic keeps working.
Tried: Turned off hardware acceleration, same thing.

The more specific, the faster it gets fixed: what you did, what you expected, what happened instead, and which app and version you're using.

Appeals#

Banned or timed out by a server? That's the server's own decision; contact its moderators. Actioned by Sunflare staff? Use Moderation Report / Appeal (or the login page Support button if you can't sign in), explain what happened, and be honest. Staff review appeals by hand.