Contact CooChat Support and Get an Actual Answer

There is no ticket portal, no chatbot, and no ten-field form that loses what you typed. There is an email address, and messages sent to it are read by people.

The support address

support[at]coochat.net

Type the @ where it says [at]. It is written that way because scrapers harvest addresses out of public pages by looking for the @ pattern, and an inbox full of automated spam is an inbox where a real message gets missed. Retyping one character is the cost, and it is worth it.

What to include so we can actually help

What you were doing. Starting a match, mid-conversation, buying coins. One line is enough.

Roughly when, and your timezone. Almost everything on our side is indexed by time, so this is the detail that turns a vague report into something findable.

What you saw. The literal thing on screen. "The button greyed out and nothing happened" beats "it did not work" by a mile.

Device and browser. iPhone with Safari, Windows laptop with Chrome. A surprising share of problems are one browser behaving differently, and knowing which one halves the diagnosis.

Try the help centre first for the common ones

A black camera preview, matches that never connect, free matches that look like they vanished, coins that have not arrived — all four have known causes and fixes you can apply now rather than after a reply.

The help centre is organised by symptom, and the fixes take about a minute each. If yours is not there, write in and mention what you already tried.

Reporting someone goes down a different route

If somebody behaved badly, do not email — report from inside the chat. It attaches the session details automatically, which is the difference between a moderator acting today and a moderator asking you which conversation you meant.

Reporting a user sets out the process and what happens afterwards, and the safety guide covers what to do in the moment. Reports involving a minor are treated as urgent.

Privacy requests and account questions

Write from the address involved and say what you want — a copy of what is held, deletion, or a correction. We will tell you what exists, remove what we can, and explain anything we are legally required to keep and for how long.

The privacy policy sets out those rights in full. Worth knowing: because there is no account, there is usually far less held than people expect.

Anything else

Press, partnerships, a bug you found, or a strong opinion about something on the site — same address. Put the subject in the first line so it reaches the right person without a round trip.

What we cannot help with, so you do not waste a message

Finding someone you spoke to. There are no accounts, so there is no record of who was matched with whom and nothing to search. This is the most common request and the answer is always the same one.

Telling you what happened to an account you reported. That would let anyone confirm a report landed by filing one, and it is somebody else's account. Reporting a user explains the reasoning.

Restoring conversations. Nothing from a match is stored for browsing, so there is no archive to recover from. That is a design decision rather than a gap — the anonymous video chat page covers why.

How long a reply takes

Usually within a day. Anything involving a minor is treated as urgent and handled ahead of everything else in the queue.

If several days pass with nothing, check your spam folder before writing again — replies from a support address are the classic thing filters eat.

Writing in about the site itself

Something confusing, something that reads badly, a page that does not explain what you needed — those are worth sending, and they are read.

Most of the help centre exists because somebody wrote in about the same thing three times, and the CooChat support inbox is where that list comes from.

One message beats four

Support threads get long for a predictable reason: the first message says "it is broken" and the next three are us asking what, where and when.

Front-loading those details is the difference between a same-day fix and a week of round trips. If you are not sure what is relevant, err towards more — nobody has ever been annoyed by a report that was too specific.