Resources
Get support.
Stuck, confused, or found a bug? Here is the fastest route to a human. No chatbots, no phone trees, no ticket-deflection maze: you write to us, a real person reads it, and you get an answer within one business day.
Pick the right door.
Six ways to get help, from instant self-serve to a direct line to the team. Start at the top and you will usually be done before you reach the inbox.
Start with the FAQ
The most common questions, answered in plain language: accounts, privacy, moderation, pricing, and how the platform works. Odds are decent your answer is already there, and reading it takes less time than writing an email.
Read the FAQCheck the status page
If messages will not send, pages will not load, or voice keeps dropping for everyone at once, it may be us and not you. The status page shows the live health of every part of the platform, faster than any inbox can.
View system statusEmail us
For account problems, bug reports, and anything else. A real person reads it and answers within one business day. One inbox, one thread, and the same human follows your case until it is closed.
support@vronify.chatSecurity issues
Found a vulnerability? Please use the dedicated disclosure process instead of the normal support inbox. It reaches the people who can fix it directly and keeps the details out of a general-purpose mailbox.
Report responsiblyRunning a server?
Most owner questions are already answered in our guides: setting up channels and roles, keeping a community healthy, and using the built-in moderation tools well. Read those before writing in and you may not need us at all.
Open the Owner HandbookReport conduct
Harassment, spam, or a server that crosses the line? The Community Guidelines explain what is and is not allowed and how reports are handled. For anything urgent, email us and put the word report in the subject line.
Read the guidelinesHelp us help you.
Two minutes of detail saves two days of back and forth. Here is the request that gets solved on the first reply.
Rule out an outage
If the whole platform seems down, check the status page first, since that is faster than any inbox. When something is broken on our side, it is already listed there, and emailing us about it will only get you a link back to the same page.
Say where and when
Include the name of the server where it happened and roughly when it happened. Times do not need to be exact; even "yesterday evening" narrows the search enormously. If it happened in a DM, say so, and remember that DMs are private, so we don't read their content ourselves.
Describe expected versus actual
Tell us what you did, what you expected instead, and what actually happened. "I clicked send and the message never appeared" is workable. "Chat is broken" is not. The gap between expected and actual is exactly where the bug lives.
Attach the evidence
Screenshots help, and a screenshot of an error message helps most of all. Copy error text verbatim rather than paraphrasing it. Mention your browser and operating system too; since Vronify.chat runs in the browser, that combination is often the whole answer.
Send one email, keep the thread
Put everything in a single message to support@vronify.chat and reply in the same thread if you have more to add. Separate emails about the same problem land with different context and slow everything down. One thread means one person owns your case end to end.
What to include, by problem.
Different problems need different details. Find yours below and copy the checklist into your email.
Something looks broken
Bug reports are the emails we act on fastest, because they make the platform better for everyone. Before you write in, try two things: reload the page, and try a private or incognito window. If the problem disappears in a private window, a browser extension is the likely culprit, and knowing that saves everyone a round trip. Then tell us your browser and version, your operating system, the exact steps you took, and whether the problem happens every time or only sometimes. Intermittent bugs are still worth reporting; just say so, because we will hunt them differently. Confirmed fixes ship continuously and are announced in the changelog, so you can watch your bug get closed.
You cannot sign in
Tell us which sign-in method you use and what the screen says, word for word. Write to us from the email address on your account if you still control it; that single fact does most of the work of proving the account is yours. We verify ownership before touching anything, which can take a little longer than you would like, but the alternative is handing accounts to whoever asks first, and we will never do that. One thing to be clear about: we will never ask for your password. Not by email, not in chat, not to "verify" anything. Anyone who does is not us.
Messages are slow or missing
Message delivery on Vronify.chat is fast: under 40ms median in Europe. So when chat feels sluggish, something specific is wrong, and it is usually findable. Tell us roughly where you are connecting from, when the slowness happens, and whether other websites feel normal at the same time. If a specific message never arrived, name the server and channel and the approximate time. Note that community channels are visible to their community and its moderators, precisely so that moderators can keep public spaces safe; that also means we can investigate delivery problems in channels far more directly than in DMs, which we don't read.
Voice is not working
Voice problems are almost always local: a denied microphone permission, the wrong input device, or another app holding the mic. Check the padlock or permissions icon in your browser's address bar first and make sure the site is allowed to use your microphone. If others cannot hear you but you can hear them, it is your input side; if you cannot hear them, it is output. Telling us which of those two it is cuts the diagnosis in half. Our voice channels page covers how voice works if you want the background.
Moderation, reports, and appeals
If the problem is another person's behavior inside a server, the fastest fix is usually that server's own moderators, who have real tools: roles and permissions, slow mode, automated filters, and an audit log that records what happened. If the server's staff are the problem, or the behavior breaks the Community Guidelines at the platform level, email us with the server name, the usernames involved, and screenshots. For anything that happened in DMs, screenshots are essential, because DMs are private and we genuinely don't read them, even to investigate. That is a feature, not a gap, but it does mean the evidence has to come from you.
Your data: export, deletion, bans
Most data questions do not need support at all, because the controls are yours and they are self-serve. You can export your data any time. You can delete your account at any time, which anonymizes it. And a server ban only stops participation: you keep your account, every message you ever sent, and the DMs you received, unless the sender removed them. If any of those controls does not behave the way the Account Ownership page says it should, that is a bug and we want to hear about it immediately.
Feature requests and the bot engine
We read every feature request, and more of the roadmap comes from the inbox than you might expect. Be concrete about the problem you are trying to solve rather than the button you want; the problem is what we can actually build for. If your request is about automation, read the bot engine page first: welcome cards, custom commands, reaction roles, leveling, tickets, and more are coming soon as a built-in part of the platform, and your request may already be on its way.
What you can expect from us.
Support is a promise, so here it is in writing: what we do on every ticket, and the lines we will never cross.
What we always do
- A real person reads every email; nothing is auto-closed by software
- First reply within one business day, even if it is only a status update
- Verify account ownership before changing anything on an account
- Tell you plainly when something is our bug, and track the fix in the changelog
- Keep your case with one person from first reply to resolution
What we never do
- Ask for your password or a sign-in code, for any reason, ever
- Ask you to install remote-access software or click a "verification" link
- Read your DMs to investigate: they are private and we don't
- Hand your conversation to an outsourced vendor or a data broker
- Hold your data hostage while a ticket, a dispute, or anything else is open
One practical note on safety: scammers imitate support teams everywhere, including ours. Treat any message that asks for your password, a sign-in code, or remote access to your device as fake, no matter how official it looks, because we never ask for any of those. When in doubt, start a fresh email to support@vronify.chat yourself instead of replying, and you will know exactly who you are talking to.
Support without the runaround.
We built the product so you rarely need us, and the support so it actually helps when you do.
Common support questions.
Answers about the support process itself. For questions about the product, the main FAQ goes much deeper.
How fast will I actually get a reply?
Within one business day, from a real person. That is a first meaningful reply, not an auto-acknowledgement. Some problems, like intermittent bugs or account-ownership checks, take longer to fully resolve; when that happens we tell you what we are doing and keep the thread updated rather than going quiet.
Do you offer live chat or phone support?
No, and that is deliberate. Email gives both sides a written record, lets you attach screenshots, and lets us investigate properly before answering instead of improvising on a call. We are a small team building everything ourselves, and one well-run inbox beats a thinly staffed everything. If the platform itself is down, the status page is faster than any live channel would be.
Someone is harassing me. What do I do first?
Inside a server, start with that server's moderators; they have roles and permissions, slow mode, automated filters, and an audit log, and they can act immediately. If the moderators are the problem, or the behavior breaks the Community Guidelines, email us with the server name, usernames, and screenshots, and put the word report in the subject line so it gets picked up quickly.
Can support read my DMs to investigate a report?
No. Direct messages are private, which means we don't read them, even when we want to help. Not reading private conversations is a promise we hold to, not something we bend for a good enough reason. If you are reporting something that happened in a DM, include screenshots, because the evidence has to come from your side of the conversation.
I lost access to my account. Can you get it back?
Usually, yes, if you can show the account is yours. Email us from the address on the account if you still control it, and describe what happened. We verify ownership before changing anything, which protects you from the far worse outcome of someone else recovering your account. We will never ask for your password during recovery or at any other time.
I was banned from a server. Did I lose my account?
No. On Vronify.chat, a ban only stops participation. You keep your account, every message you ever sent, and the DMs you received, unless the sender removed them. Nothing you own is deleted or held hostage by someone else's moderation decision. The Account Ownership page explains the whole model, because we think it is one of the most important differences about this platform.
How do I export or delete my data?
Both are self-serve, so you do not need to ask us at all. You can export your data any time, and deleting your account anonymizes it. Support only needs to get involved if one of those controls misbehaves, in which case tell us right away, because that would be a bug against a promise we take seriously.
Is there a mobile or desktop app I should use instead?
The browser version is available now and is the full product, with nothing to install. A mobile app for iOS and Android and a desktop app for Windows, macOS, and Linux are coming soon. Until then, if something feels off on a phone, mention that you are on mobile in your email, because browser and screen size are useful clues. Release news lands in the changelog.
Where do I report a security vulnerability?
Through the vulnerability disclosure process, not the normal support inbox. Security reports need to reach the people who can fix them without sitting in a general queue, and the disclosure page explains how to report responsibly and what to expect from us in return. Everything else about our security posture lives on the security page.
Will I ever have to pay to get proper support?
No. Support is part of the product, and core features stay free forever, with optional extras for power users later and no surprise paywalls. We will never gate a bug fix, an account recovery, or a safety report behind a payment tier. Charging people to have their problems taken seriously is exactly the kind of practice this platform exists to get away from.
Your community. Your rules. Your data.
Create a server, invite your people, and see what chat feels like when your account actually belongs to you.
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