Help

Contact & Help

One email address for everything, what to send so it can be solved in one reply, and quick fixes for the problems people run into most.

The support address

cherrycam.live has one support channel: [email protected]. There is no phone line and no support account on social media. Write in English where you can.

Never send your password, a verification code or a full card number to anyone, including someone who says they are from cherrycam.live. If you already have, change your password and contact your card provider, then let us know so we can check your account.

What to write to us about

Account and access: You cannot sign in, your account was restricted, or you want your account and its data deleted. Write from the email linked to the account if you can.
Payments: A charge you do not recognise, coins or VIP you paid for but did not receive, or a payment that failed after money left your account. Include the date, the amount and the receipt email if you have one. Never include a full card number.
Safety follow-up: Something the in-app report tool cannot carry: the same person bothering you across several sessions, or your image published somewhere else (include the link).
Appeals: You think a decision on your account was wrong. Give the rough date and time it happened.
Privacy, copyright and legal requests: Requests to see or delete your data, takedown notices, and formal questions about our terms.

If someone broke the rules during a chat, use the report tool in the app first. It attaches the details of that session, which an email sent afterwards cannot do. The rules themselves are in the community guidelines.

What to put in your message

What you were trying to do, and what happened instead.
When it happened, roughly, with your timezone.
Your device and browser, for anything technical.
A screenshot of any error message, with other people's details covered.

Getting started

Do I need to sign up?: No. A guest account is created when you start, so you can match straight away. Signing in with Google or an email keeps your account, coins and settings across devices.
Do I need an app?: No. cherrycam.live runs in your phone or computer browser. You can add it to your home screen if you like.
Do I have to use video?: You can choose video, voice or text chat when you start matching.
Is there a minimum age?: Yes. You must be 18 or over.

Camera, microphone and connection

The site says it cannot use my camera: Your browser is blocking it. On a computer, click the icon at the left of the address bar, set Camera and Microphone to Allow, and reload. On iPhone, go to Settings, then Safari, then Camera, and choose Ask or Allow. On Android Chrome, open Site settings from the menu and reset permissions for cherrycam.live.
My camera works in other apps but not here: Another app is probably using it. Close other video calls or camera apps and reload the page.
The other person cannot hear me: Check your microphone is not muted in your device settings, and that the browser has microphone permission as well as camera permission. Allowing one does not allow the other.
The video freezes or the call drops: Live video needs a steady connection more than a fast one. Moving closer to your router, switching off a VPN, or using mobile data instead of busy public Wi-Fi usually helps. Work and school networks often block live video.