Support
Help and response times
Version 1.0 (20 September 2026). This is what you may expect from us; it is also in the terms.
Who we are and how to reach us
HangLobby is in beta. You can always reach us via the contact form, and we reply within two working days.
- Questions and help: contact form
- Privacy and the DSA contact point: contact form
- Security issues: contact form
First reply within two working days; for organisation rooms within 8 hours on working days.
1. First by yourself
- Something in a room? The owner and moderators of that room are the first point of contact (the “Report” button on a message or participant).
- Account, signing in, data: My privacy (sign out on devices, export, delete).
- Payments and subscriptions: My subscription (invoice, cancelling, payment method).
2. Contact and response times
- General: contact form. First reply within 48 hours on working days; a solution or a clear next step within 5 working days.
- Owners of an organisation room : priority channel (visible on My rooms), first reply within 8 hours on working days.
- Disruptions that affect everyone (chat, signing in, payments): we work on them until they are fixed and report the status in the rooms involved; no individual replies during the disruption.
- Put in your mail: your screen name and the room, what you did, what happened, and the time. Never include your sign-in code.
3. Moderation decisions and appeals
- Every decision (removed message, suspension, block) has a reason that you get to see. You can appeal once via the button next to the decision; another person reviews it again within 5 working days.
- Reports about illegal content (Digital Services Act) can be made via “Report” or via the general address with the subject “DSA report”; you receive a confirmation and the decision with its reason.
4. Found a security problem?
- Report it via contact form (subject “Security”). We confirm within 2 working days, keep you informed and name you (if you want) with the fix.
- Responsible disclosure: do not view or copy other people's data, do not cause a disruption, do not publish anything before the fix (at most 90 days). Then we will not report you to the police.
5. What support does not do
- No access to other people's messages, not even on request; only what a room's moderation queue already contains.
- No recovery of a deleted account: deleting is final (after the 7-day reconsideration period).
- No telephone support; it is a small team. In a major incident we put a status message on the home page.