Support

Open SugaSuga → Sign in → tap "Forgot password?" — we'll email you a reset link. If you signed up with a phone number, request a one-time SMS code instead.

Open Profile → tap the "Verify your identity" banner at the top, or scroll to the Verification row in Settings. Hold your phone and take a selfie; we compare it against your profile photos. Verification photos auto-delete 90 days after review.

Three common causes: weak connection (try Wi-Fi); image larger than 25 MB (we resize to ~1-3 MB on upload but the source must be under 100 MB); file type not supported (JPEG, PNG, HEIC, WebP, GIF allowed). Android browsers occasionally hand us a video with no MIME type — we auto-detect by filename extension; if it still fails, rename the file to add the correct extension and retry.

Stripe takes 1-3 seconds to confirm payment. If 60 seconds pass and the gift hasn't appeared in the recipient's wallet, email support with your transaction time + amount. We refund any double-charged or undelivered gifts within 7 business days.

Profile → Wallet → Cash Out. Minimum balance applies (shown in-app). Cash-out requires verified identity. We use Stripe Connect to deposit to your bank account; transfers typically arrive in 2-5 business days.

Three places to report: (1) inside any chat — tap the ⋯ menu in the header → Report; (2) on any profile — tap ⋯ → Report; (3) on any photo in the Discover deck — tap the ⋯ overlay in the top-right corner. Reports are reviewed within 24 hours.

Profile → Settings → Delete Account, or visit sugasuga.co/delete-account. Deletion is permanent. Identity verification photos delete immediately; profile + chats + media within 30 days; financial records retained 7 years for tax compliance.

Browser: make sure Notifications is set to Allow for sugasuga.co in your browser settings. iOS Safari: notifications require adding the app to your home screen (Share → Add to Home Screen) before they work. We don't send pushes to users who haven't opened the app in 14+ days — open it once and they'll resume.

If you subscribed in the iOS app: iPhone Settings → [Your name] → Subscriptions → SugaSuga → Cancel. Android: Play Store → Profile → Payments & subscriptions → Subscriptions → SugaSuga → Cancel. Web (Stripe): Profile → Settings → Subscription → Cancel. Cancellation takes effect at the end of the current billing period.

iOS in-app purchases: request a refund through Apple at reportaproblem.apple.com. Android: support.google.com/googleplay/answer/2479637. Stripe / web charges: email support and we process within 5 business days.