1The one address that reaches us
[email protected] is the only support channel for Thundr, and the only address we write from. There is no phone line, no live chat widget and no support account on any social platform.
We say "only" deliberately. Anything claiming to be Thundr support from a different address — or a different domain that looks close to ours — is not us.
2Safety problems do not go by email
If someone in a chat broke the rules, use the in-chat Report button — not this address.
This is not us pushing work back onto you. A report carries the session with it, so a reviewer sees what you saw. An email arrives with none of that, which makes it dramatically slower to act on and sometimes impossible.
That applies most of all to the serious cases: anyone who appears to be a minor, anything illegal, harassment, or nudity you did not consent to see. Report it in the chat. Skipping removes the person from your screen and tells moderation nothing at all.
3What we can and cannot look up
Thundr works without registration, and that cuts both ways. It is why you can start talking in seconds — and it is also why the answer to some requests is genuinely "we cannot".
We can usually help with
- Something on the site behaving incorrectly
- Billing and payment questions
- Privacy and data requests
- A report you filed that seems to have gone nowhere
- Press, partnership and legal contact
We cannot do
- Reconnect you with a stranger you chatted to
- Tell you who someone was, or where they were
- Retrieve a chat you did not report
- Pass a message to another user for you
- Guarantee any particular person is online
The second column is not a policy we could relax if you asked nicely. Random chats are not tied to an account you own, so there is nothing on our side to look up.
4What to put in your message
Four lines are usually enough to get a real answer instead of a follow-up question:
- Device and browser — "iPhone 14, Safari" or "Windows, Chrome". Most problems are browser-specific.
- Roughly when — the date and approximate time, with your timezone.
- What you expected, and what happened instead — one sentence each.
- A screenshot, if the screen showed something odd.
Do not send passwords or full card numbers. We never need them, and no genuine message from us will ever ask for them. For a billing question, the date and amount are enough.
5How to tell a fake from us
Short, memorable names attract impersonators, and names close to ours exist online. Three things we will never do:
- Ask for a password, a card number or a verification code.
- Ask you to pay through a private transfer, a gift card, or crypto.
- Contact you first on a social platform or a messaging app.
If a message does any of those, it is not Thundr — no matter what the display name says. Forward it to [email protected] and delete it.
6What happens after you write
Messages are read by a person and handled in the order they arrive, with safety and billing taken first. We will not pretend to a response time we cannot always hold to — what we will say is that every message is read, and you get a reply from [email protected] and nowhere else.
If a week passes with nothing, check your spam folder before assuming we ignored you; automated filters are unkind to support replies.