Need help with your account, a purchase, safety, or a technical issue? Start with the guidance below or contact the MaskedTalk support team.
Contact MaskedTalk support:
We aim to respond within 48 hours. Safety reports may be prioritized.
Common Issues
Cannot send messages
- Check your internet connection.
- Force-close and reopen the app.
- Install the latest version from Google Play.
Profile not updating
- Reopen the app and retry the change.
- Check your connection.
- Log out and back in if the issue continues.
Story upload issues
- Images must be under 10 MB.
- Videos must be under 50 MB.
- Allow access to your photo library.
Game or call connection issues
- Use a stable Wi-Fi or mobile connection.
- Restart the app.
- Disable restrictive VPN or battery settings temporarily.
Report Abuse
Report inappropriate content or users directly inside MaskedTalk from the applicable message, profile, or story menu. You can also block an account immediately. Reports may be reviewed through automated and manual moderation processes.
For child safety, CSAM, or CSAE concerns, review our Child Safety Standards and contact support@maskedtalk.live. If a child is in immediate danger, contact local emergency services.
Account Deletion
To request deletion of your MaskedTalk account, open the app and go to Settings > Account > Delete Account. You can also email support@maskedtalk.live from the address associated with the account.
Account deletion removes your profile, account identifiers, photos, videos, stories, messages, purchase entitlement records, and other account-linked app data from active systems after the deletion process is complete.
Some records may be retained only where required for security, fraud prevention, legal compliance, dispute handling, financial reporting, or valid legal requests. Examples include objective safety evidence such as IP address, device and app metadata, account-event logs, and purchase receipts. These records are not shown to other users and are retained only for the applicable purpose or legal period.
Data Export
Export personal data from Settings > Account > Export Data. The export is provided in a commonly readable format to support applicable GDPR access and portability rights.
Purchases and Refunds
Purchase billing and refunds are handled by the store where the transaction was made. For Android purchases, use Google Play order history and support. Include the product name and store order ID when contacting us, but never email full payment card details.