Contact RandomMatch Support
One inbox handles everything — safety reports, billing, account access, and privacy requests. This page tells you exactly where to write, what to put in the message, and how long each type of request normally takes.
If someone is in immediate danger, contact your local emergency services first. We are a video chat product, not an emergency service, and we cannot dispatch help.
1. Where to Write
RandomMatch runs a single support address. There is no phone line, no ticket portal, and no support account on any social network — anything claiming otherwise is not us.
You do not need an account to email us. If your problem is with an account, include whatever identifier you have (see section 3) so we can find it.
2. What We Handle
Pick the closest match below. Putting the category in your subject line is the single fastest thing you can do to speed up a reply.
Camera, microphone, or connection
The preview stays black, the browser never asks for permission, calls drop after a few seconds, or matching never finds anyone. Tell us the browser and OS version — this is where that detail matters most.
Account access
Sign-in failures, verification emails that never arrive, or an account you believe someone else has reached. Note that most of RandomMatch works without an account at all.
Payments and coins
A charge you do not recognise, coins or a benefit that did not arrive, or a subscription you want stopped. Include the order ID; without it we are searching by guesswork.
Safety and conduct
Harassment, nudity aimed at someone who did not consent, threats, scams, impersonation, or anyone who appears to be under 18. See section 5 for the ones that jump the queue.
Moderation decisions
You believe a suspension or content removal was wrong. Say what you think happened and when; we will re-check the decision against what was actually recorded at the time.
Privacy and your data
Access, correction, or deletion of the personal data we hold about you, and questions about how long anything is kept. Details in section 6.
What we cannot do
Being straight about the limits saves everyone a round trip:
- We cannot recover a conversation. Random video chats are not recorded and not stored. Once a call ends there is no transcript, no video, and no copy on our servers.
- We cannot give you another user's details. Not their email, not their IP, not their location — including when you have a genuine grievance. Those requests go through law enforcement (section 6).
- We cannot reconnect you to a specific person. Matching is random by design; there is no "find that person again" function to run on your behalf.
- We cannot act as a middleman in a dispute between users. We enforce our own rules against accounts; we do not arbitrate what was said.
3. What to Include
A message with these fields usually gets resolved on the first reply. A message without them usually costs you two extra days while we ask.
Always
What happened, what you expected instead, and the approximate date and time with your time zone. "Yesterday evening" is not enough for us to search.
Device details
Phone or desktop, operating system version, and which browser. Camera and microphone bugs are almost always browser-specific, so this is the difference between a fix and a guess.
For payment issues
The order or transaction ID from your receipt, the amount and currency, and the payment method. Never the full card number, the CVV, or your banking password.
For safety reports
Use the in-call report button first — it attaches the session context automatically. Email us afterwards only if the behaviour continued or you need to add evidence.
Never send us a password or a verification code. We will never ask for one, and a real support request never needs it.
4. Response Times
These are the targets we work to. They are not contractual guarantees, and a backlog after a weekend or a holiday can push them out.
Safety and minor-protection reports
Reviewed the same day we receive them. Enforcement can happen before you get a written reply — the account action comes first, the email second.
Account and payment issues
Usually answered within two business days. Refunds and chargebacks depend on the payment provider and can take longer to settle than to decide.
Technical bugs
Acknowledged within two business days. A fix ships on the next release — we will tell you if the cause is on our side or in your browser or network.
Privacy rights requests
Answered within the period required by the law that applies to you, and in any case within 30 days of us verifying who you are.
How a request moves
Every email is read by a person. Straightforward cases — a delivery that did not arrive, a browser permission problem — are answered directly. Cases that touch someone's account standing, a refund, or a safety enforcement decision are reviewed against the evidence before anything is changed, because those actions are hard to undo.
If we suspend or remove an account, we tell the account holder which rule was broken. We do not tell the person who reported it what the outcome was — that would leak information about another user, and it is a standard route for retaliation.
5. Urgent Reports
A small number of reports jump the queue. Put the tag shown below at the start of your subject line so it is picked up immediately.
- [MINOR] — you believe you matched with someone under 18, or someone is soliciting a minor. RandomMatch is strictly 18+. These are actioned ahead of everything else.
- [NCII] — someone recorded you without consent and is sharing or threatening to share it. Tell us the approximate time of the call and anything the person said about where they posted it.
- [THREAT] — credible threats of violence, blackmail, or sextortion. If money has been demanded, do not pay; paying is what escalates these, and it does not stop them.
- [SECURITY] — you think your account or payment method has been taken over. Write before you attempt fixes of your own, so we can freeze activity while it is checked.
None of these tags replace contacting the police where a crime may have been committed. They tell us to act fast on our side; they do not give us powers we do not have.
6. Privacy & Legal Requests
Your own data
To ask what personal data we hold about you, to request a copy, or to ask for deletion, email the support address with [PRIVACY] in the subject line and state which right you are exercising. We will ask you to demonstrate control of the account or contact details in question before we release or erase anything — an identity check protects you from someone else filing the request in your name. What we collect and how long we keep it is set out in the Privacy Policy.
Law enforcement and legal process
Requests from law enforcement should come from an official address and cite the legal basis for the request. We disclose user data only where we are legally required to, and we produce only what the request actually covers. Bear in mind what section 2 says: video chats are not recorded, so no lawful order can produce a recording that was never made.
Copyright and impersonation
If content on RandomMatch infringes your copyright, or an account is impersonating you or your brand, write with [IP] in the subject line, identify the exact content, and include a statement that you are the rights holder or authorised to act for them.
7. Impersonation & Scams
Support impersonation is the most common scam aimed at users of products like this one. The rules below are absolute — there are no exceptions, no matter how convincing the message looks.
We never ask for your password
Not to "verify" you, not to fix an account, not ever. Any message that asks for one is a scam regardless of what address it appears to come from.
We never ask for a verification code
A code sent to your phone or email is exactly what an attacker needs. Handing it over is what completes the takeover.
We never collect payment outside the app
No wire transfers, no gift cards, no crypto wallets, no "unlock fee" to restore an account. All legitimate payments happen in the product itself.
We never contact you first about your account
Unsolicited messages claiming your account is at risk and demanding immediate action are the standard opening move. Come to this page and write to us instead.
The only address we use is [email protected]. If a message arrives from a lookalike domain, a free mail provider, or a chat account, it is not us — forward it to us and delete it.