Talk to a human.

Where to write

Orbit has no phone line and no live chat. Three mailboxes cover everything, and a person reads each of them.

support@orbitsocial.net

General support. Bugs, sign-in and account problems, reporting something that has no in-app report button, rotating a leaked stream key, and moderation questions that Settings, Account Status does not already answer.

privacy@orbitsocial.net

Privacy questions and requests about your personal data. What is collected and why is set out in the Privacy Policy. If you only want a copy of your data, you do not need to write: Settings, Download Your Data gives you the file immediately.

dmca@orbitsocial.net

Copyright notices and counter-notices. This is the designated agent address for Orbit Labs LLC, at 1 Main Street, Suite 100, St. George, UT 84770. A notice needs to identify the work, point at the exact content on Orbit, and include your contact details and the statements the Terms of Service set out. Notices sent to the other two mailboxes get forwarded here, which only slows them down.

What we do not promise

We read everything that arrives, and we do not publish a response time. Posting a number we could not keep to would be worse than saying nothing. Appeals and people locked out of their accounts are handled first.

Reporting content in the app

Reporting inside Orbit is faster than email, because the report lands attached to the exact content.

• A post. Open the menu on it and choose Report. On the web, comments carry the same menu.
• An account. Open the menu on the profile and choose Report.
• A direct message. Press and hold the message in the Orbit app and choose Report.

Pick one of six reasons (spam, harassment, hate speech, violence, nudity, or other) and add details if they help. You can see every report you have filed, and its status, in Settings, Account Status.

Live streams, moments, rooms, events, and Marketplace listings do not have a report button yet. Email support@orbitsocial.net with a link and a short description of the problem; it reaches the same review queue.

If someone is in immediate danger, contact your local emergency services first. Orbit cannot dispatch help.

Appealing a moderation decision

Every enforcement action on your account is listed in Settings, Account Status, with the reason and the date. Nothing is enforced silently; that is one of the ten promises.

Each action can be appealed once, from that page, in up to 2,000 characters. A person reads it. The outcome, upheld or reversed, shows up next to the action on the same page, and Orbit does not send a notification when it changes, so check back rather than waiting.

Appeals belong on that page, not in email, because the appeal has to be attached to the action being appealed. Write to support@orbitsocial.net only if you cannot reach the page, if an automated content flag is wrong (those are not appealable on their own), or if the appeal is already resolved and you think the outcome is a mistake.

Reporting a bug

Send bugs to support@orbitsocial.net. A report we can act on has four things: what you did, what you expected, what happened instead, and which build you were on.

In the Orbit app, Settings, Help & About, About shows the app version and build and has a Copy diagnostics button. It puts the version, the operating system, the device model, and the Expo SDK version on your clipboard. Paste that into the email. Report a bug in the same section opens a message with all of it already filled in.

On the web, include the page URL, your browser and version, and whether it repeats in a private window. A screenshot of the browser console helps for anything that looks like it failed silently.

Please do not include your password, an authenticator code, a backup code, or your stream key in a bug report. Support never needs them, and never asks for them.

Faster than email

Some things do not need us at all:

• How something works. The help center covers the feeds, moments, clips, rooms, live, messages, privacy and safety controls, notifications, and two-factor.
• A copy of your data. Settings, Download Your Data. Immediate, no request needed.
• Your account standing. Settings, Account Status.
• Locked out. Forgot password on the sign-in screen. If two-factor is in the way, use a backup code, then set two-factor up again.
• Closing your account. Settings, Account. It is immediate and permanent, and support cannot undo it afterwards.