How to contact support

If something is not working or you have a question this help center did not answer, support is here. Here is how to reach us and how to get a fast answer.

How to reach us

There are two main ways:

• Product chat. Open the chat bubble on SpiceMatch or inside the app. Madame V can answer product questions and save account-specific issues for the support team.
• Email and other channels. See the contact page for every way to reach us.

Use whichever fits the problem. Keep follow-up details in the same conversation or email thread so the history stays together.

What to include

The more specific you are, the faster we can help. Useful detail depends on the issue:

• For a billing problem: your account email, the charge date and amount, and the payment method. For crypto, include the transaction reference.
• For a login problem: the email tied to the account and what happens when you try, including any error message.
• For a chat or media problem: which companion, roughly when it started, and what you were doing.
• For a content or likeness report: where you saw it and what the problem is.

Do not send full card numbers in a support message. We can find a charge from the date and amount.

What support can help with

We can help with account access, billing and credits, failed generations, technical problems, content reports, and account deletion. If you hit something this help center covers, check the relevant article first, since many issues have a self-serve fix that is faster than waiting on a reply.

What support cannot do

A few things are outside what support can do, because of how the platform works:

• Connect you with a real person. Every companion is AI, and the platform never arranges real-world contact.
• Reverse a crypto payment. Blockchain transactions are final. We can still re-issue credits for a failed generation.
• Restore a deleted account. Deletion is permanent. Cancel instead if you want the door left open.
• Bypass age verification or a regional block. These exist to keep the platform legal where you are.

Before you contact us

Many common issues have a quick fix already documented:

• Login trouble: can't log in.
• Declined payment: payment declined.
• Missing credits: didn't get my credits.
• Chat stopped: chat not responding.

Checking the matching article first often solves it in a minute.

Response and follow-up

When you write in, give us the detail above in your first message so we are not going back and forth for basics. If you opened a ticket and have more information, reply on the same thread rather than starting a new one, so the history stays together. For account-specific issues, write from the email tied to the account when you can, which helps us verify and resolve faster.