Talk to a human at Shaglee

The fastest way to reach Shaglee support

Email us at support[at]shaglee.com. That is the one inbox behind Shaglee support, and real people read everything that lands there — matching bugs, billing questions, account trouble, and safety reports all go to the same place.

One honest tip before you write: a lot of common problems are already solved step by step in the video chat help center — camera permissions, slow matching, missing coins. Sixty seconds there might save you a day of waiting. If it does not, we are glad to hear from you.

A couple of things worth knowing about how this inbox works. Email is our only support channel — there is no phone line and no official support account on social media, so anyone claiming to be Shaglee support in your DMs is not us. And we will never ask for your password or a verification code, in an email or anywhere else. If a message asks for those, it did not come from this team.

What to include so we can help faster

The more specific your first email, the fewer rounds of back-and-forth it takes. When you contact video chat support, try to include:

• Your account details — the email address or username you signed up with, so we can actually find you.
• Your device and browser — "iPhone, Safari" or "Windows laptop, Chrome" narrows down technical problems enormously.
• What happened, in plain words — what you expected, what you got instead, and any error message you saw. A screenshot helps more than a paragraph.
• When it happened — the rough date and time, with your time zone if you know it, so we can look at the right slice of logs.
• For billing questions — the receipt email and approximate purchase time. Please do not buy again while waiting; duplicates slow the fix down.

You do not need all five every time — a clear sentence beats a checklist. But the closer you get, the faster someone can say "fixed" instead of "can you tell me more?"

Something felt unsafe? Tell us first

Safety reports jump the queue — that is a deliberate choice, not a slogan. If someone asked you for money, threatened you, tried to blackmail you with a recording, or appeared to be under 18, report them in the chat and then email us the details. Those two channels work together: the in-app report flags the account instantly, and your email gives the review team the context to act on it.

Not sure whether what happened crosses a line? The video chat community guidelines spell out exactly what is not okay here, and our video chat safety tips are worth a read before your next session. When in doubt, report it — you will never get in trouble for flagging something in good faith.

Business, press & partnerships

Working on something bigger than a support ticket — a partnership, a media request, a business idea? Same inbox: support[at]shaglee.com. Put "Business" in the subject line so it routes to the right person instead of sitting in the support queue.

When you'll hear back

We aim to reply within a couple of business days, and safety reports get priority over everything else. Some issues take a little digging — matching a payment, pulling the right logs — so a follow-up question from us is a good sign, not a brush-off.

If a few days pass with no answer, check your spam folder before assuming the worst. Replies from small teams land there more often than they should. And if it is urgent and safety-related, say so in the subject line — we triage those first, always.