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One official support channel, what to write to it about, and what to put in the message so it can actually be resolved.
Use the official channel only. Never give your password, a verification code, or full payment card details to anyone — including anyone claiming to be us.
1. The official channel
BunnyChat runs a single support channel covering account questions, payments, safety reports and policy enquiries. There is no second address, no support agent who will message you first, and no live chat.
Platform — BunnyChat
Official support — [email protected]
Going through this channel is what lets us verify an account and act on it. Anything arriving through another route cannot be treated as coming from you.
2. What to write about
Six categories cover almost everything people write in about:
Account and login
- Login failures or being locked out
- Password reset and email verification problems
- Account restrictions, or activity you do not recognise
- Binding or updating account information
Profile and content review
- Avatar, nickname, bio or profile rejected in review
- Content removed, limited or not approved
- Questions about a moderation outcome
- Concerns about how visible your public content is
Messaging, matching and calls
- Chat unavailable or not opening
- Matching not working as expected
- Voice or video calls failing
- Harassment, abuse or suspicious behaviour from another user
Payments and purchases
- Payment failed, or an order stuck in an unusual state
- Coins, VIP, gifts or benefits not delivered
- Cannot access content you paid for
- Any other order question
Clubs and community
- Cannot create or join a club
- Club avatar, name or introduction rejected
- Disputes inside a community space
- Questions about the Community Guidelines
Policies and safety
- Privacy Policy questions
- Terms of Service questions
- Safety, fraud, impersonation or underage risk
- Any other compliance or platform rule question
3. What to put in the message
Support requests get resolved at wildly different speeds depending on what is in the first message. Include as much of this as applies:
- Your account identifier, or enough account information to find you
- The page, feature or service involved
- Roughly when it happened
- What actually went wrong, described plainly
- Screenshots or a screen recording, if you have them
- Order or payment details, for anything payment-related
Do not send: your password, one-time verification codes, or a full payment card number. We never need any of them, and nobody who asks for them is us.
4. Staying out of trouble
Be suspicious of anyone claiming to represent BunnyChat outside the platform's own channels.
- Never share passwords or one-time codes — with anyone, for any reason.
- Never trust payment instructions or collection requests that arrive from outside the platform.
- Report suspicious links, impersonation, scams and abuse as soon as you see them.
- If you think your account or payment details may already be exposed, write to support immediately rather than waiting to be sure.
5. How requests are handled
We work through requests based on what kind of issue it is, how serious it is, how clear the information is, and what verification is needed to act safely.
Anything touching account security, payment exceptions, abuse reports, community safety or policy enforcement goes through additional review before a final answer or action. That is deliberately slower — those are the cases where acting on an unverified request causes the damage.
Before writing in, it is worth checking the Help Center; most common problems are answered there and reading it is faster than waiting for a reply.
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