Help Center — cherrycam.live Cam Chat Support
Answers to the questions that actually come up: camera and microphone problems, how matching works, what to do about someone behaving badly, and how your data is handled.
Most connection problems are a browser permission that was denied once and never asked again. Section 2 covers how to reset it on both phone and desktop.
1. Getting Started
What happens the first time you open the site.
Do I need an account to start a cam chat?
No. You can start matching without creating an account or giving an email address. An account only becomes useful if you want your preferences to persist across devices.
Do I have to install an app?
No. cherrycam.live runs in a normal mobile or desktop browser. There is nothing to download and no desktop requirement.
Is there a minimum age?
Yes, 18. Accounts that appear to belong to someone under 18 are removed immediately, without a warning step and without waiting for a report.
Can I use it without showing my face?
Yes. You can stay in text, use voice only, or turn your camera on later once you are comfortable. Camera off is a normal way to use the site, not a degraded mode.
2. Camera, Microphone and Connection
The large majority of support email is one of the four below.
The site says it cannot access my camera.
The browser is blocking it. On Chrome desktop, click the icon at the left of the address bar and set Camera and Microphone to Allow, then reload. On iOS Safari, go to Settings, Safari, Camera and set it to Ask or Allow. On Android Chrome, open Site settings from the address bar menu and reset permissions for the site.
My camera works elsewhere but not here.
Another application is usually holding it. Close any other video call, streaming, or camera app and reload the page. Only one application can hold the camera at a time on most systems.
The other person cannot hear me.
Check that your microphone is not muted at the operating system level, and that the browser has microphone permission separately from camera permission. Granting one does not grant the other.
The video keeps freezing or the connection drops.
Live video needs a stable connection more than a fast one. Moving closer to your router, switching off a VPN, or using mobile data instead of congested public WiFi usually fixes it. Corporate and school networks often block the ports that live video needs.
3. Matching and Conversations
How you get connected and what control you have over it.
How does matching work?
You are paired with one other person who is looking for a conversation at the same moment. There is no ranking, no score, and no algorithm deciding you deserve a better or worse match.
Can I choose who I meet?
You can bias matching toward particular regions or languages. It is a preference rather than a hard filter, so at quiet hours you may still be matched outside it rather than left waiting.
What happens when I skip someone?
The conversation ends and you move to the next match. Neither person sees a rating, a rejection notice, or any record that it happened. You do not owe anyone an explanation for skipping.
Can I get back to someone I was talking to?
No. Once a conversation ends the pairing is gone, by design. If you both want to keep talking, arrange that before either of you skips.
Why am I waiting a long time for a match?
Availability varies by time of day and by the region preference you set. Widening your region preference is the fastest fix during quiet hours.
4. Safety and Reporting
What to do when a conversation goes wrong.
Someone showed explicit content. What do I do?
Skip immediately and report. Explicit content is not permitted here and is the most common reason accounts are removed. One credible report is enough to trigger a review, so you do not need to wait for it to happen again.
Does the person know I reported them?
No. Reports are anonymous and the reported user is never told who submitted one.
Are reports read by a person?
Yes. Reports are reviewed rather than auto-closed on a keyword match, and there is no threshold of reports required before we act.
Someone is recording me. Is that allowed?
No. Recording, screenshotting, or redistributing another user’s feed is a violation that leads to permanent removal. Report it, and if the recording has been published elsewhere include the link when you write to support.
I think I matched with a minor.
End the conversation and report it rather than engaging further. This category is actioned immediately, with no warning step, and is referred to the relevant authorities where required.
5. Account, Privacy and Payments
What we keep, what we do not, and what to do about a charge.
Are my conversations recorded or stored?
Cam chats are not recorded and chat text is not kept as a browsable history. What we do collect and why is set out in the Privacy Policy.
How do I delete my account and data?
Write to support from the address linked to the account, or include enough detail to identify it if you never linked one. We will confirm once the deletion is done.
I was charged and did not receive what I bought.
If you purchased coins, a subscription, or another paid item and it was not delivered, contact support with the approximate time of the purchase and the payment method used. Do not send full card numbers.
My payment failed but money left my account.
A failed payment often leaves a temporary authorisation hold that your bank releases on its own, usually within a few business days. If it has not cleared after that, contact support and we will check whether an order exists on our side.
6. Still Stuck?
If none of the above solved it, write to support. Include what you were doing, what happened instead, and the browser and device you were on. That is usually enough to reproduce the problem without a round of follow-up questions.
For anything involving another user's behaviour, use the in-chat report button first — it attaches the session details automatically, which email cannot do. The rules being enforced are in our Community Guidelines.