Contact cherrycam.live
One support address, read by a person, answered within two business days. This page explains what to send us and what to expect back.
We will never ask you for your password, a verification code, or full card details. Anyone who does is not us, whatever address they are writing from.
1. The Support Address
cherrycam.live runs a single support channel. There is no phone line, no live chat widget, and no support account on social media. If you are contacted by something claiming to be one of those, it is not us.
2. What to Write to Us About
These are the things we can actually resolve.
Access and Account
You cannot sign in, your account was restricted, or you want the account and its data deleted. Write from the address linked to the account where possible.
Camera, Audio and Connection
A technical fault that survived the Help Center steps. Tell us the browser, the device, and what the screen actually showed.
Payments
A charge you do not recognise, an item you paid for and did not receive, or a payment that failed while money left your account. Never include full card numbers.
Safety Follow-Up
A report that needs more than the in-chat button can carry: repeated harassment across sessions, or your session content published somewhere else.
Appeals
You believe a restriction was applied in error. Give the approximate date and time and we will tell you which rule was applied.
Privacy and Legal Requests
Data access or deletion requests, and formal enquiries about our terms. These are routed to whoever can actually answer them rather than handled at the front line.
3. Reporting a User: Use the Button, Not Email
If someone broke the rules during a cam chat, the in-chat report button is the right tool and email is the wrong one. The button attaches the session details automatically. An email sent afterwards usually cannot identify which conversation you mean, which means we cannot act on it.
Write to support only when a report needs follow-up: your own account was restricted, the behaviour continued across several sessions, or content from a session has been published somewhere else. In that last case, include the link. The rules being applied are in our Community Guidelines.
4. What to Include
A message with these four things usually gets resolved in one reply. Without them we have to ask, and that costs you a day.
- What you were trying to do, and what happened instead.
- When it happened, with a rough date and time including your timezone.
- The device and browser you were using, for anything technical.
- A screenshot if the screen showed an error — with any personal details of other users covered up.
Before writing, it is worth checking the Help Center — camera permission problems and payment holds are the two most common emails we get, and both have a self-serve fix there.
5. Staying Safe from Impersonators
Support fraud in this category usually looks the same: someone contacts you claiming your account is at risk and asks for a code or a payment to fix it. A few things that are always true:
- We never ask for your password or a verification code. Not to verify you, not to restore access, never.
- We never ask for full card numbers, CVV codes, or crypto transfers.
- We never contact you first about an unpaid balance or a pending refund.
- Our replies come from the address on this page, and we do not use social media accounts for support.
If you have already sent credentials or payment details to someone posing as us, change the password on any account that shares it and contact your payment provider. Then tell us, so we can look at whether your account was accessed.
6. How Your Message Is Handled
Messages are read in the order they arrive, except for reports involving minors or credible threats, which are pulled to the front. You will get a reply from a person rather than an autoresponder, and we will tell you what we did rather than closing silently.
If a decision went against you and you think the review was wrong, say so in your reply and it will be looked at again. What we collect from your message and how long we keep it is covered in the Privacy Policy.