How can we help?

Can I use Support while signed out?

Yes. You can submit a ticket with an email address. Signed-in users can also see recent ticket history.

Can Support reset my password?

Support can guide account recovery, but password resets must use secure auth flows. We do not ask for passwords.

How do I change my profile or username?

Open Settings to update the profile fields currently available to your account. If a protected field cannot be changed there, send Support the account email and the change you need.

How do I delete my account?

Open Account Settings and use the account deletion request flow. If you cannot sign in, contact Support from this page with the email associated with the account.

What should I do if I notice suspicious access?

Change your password through the secure sign-in flow, sign out of sessions you do not recognize, and send an Account safety ticket with the approximate time and device. Never include your password.

How do credits work?

Cypher Credits power selected RAERAE private AI analyses, highlight sharing, downloads, licensing, and future creator tools. Purchases are verified server-side.

Can Support grant Pro features?

Membership and credit changes must go through the official billing, grant, or admin systems so balances stay auditable.

How do I request a refund?

Select Refund request in the contact form and include the purchase date, amount, provider, and receipt or checkout reference. Refunds are reviewed and are not automatic.

Where do I manage my membership?

Open Membership to review available plans and current access. For a billing mismatch, send Support the account email and the date of the most recent charge.

Why is a card purchase still pending?

A completed web purchase is fulfilled only after Stripe confirms it to the server. Wait a few minutes, refresh Vault, then contact Support with the purchase time if the balance still has not updated.

What if I purchased through Apple or Google?

Native store purchases and refunds may need to be handled by the store that processed them. Include the store name and receipt when contacting Support so the team can route the request correctly.

Why are purchased credits missing?

Open Vault and confirm the transaction is not still processing. If the purchase completed and credits remain missing, submit a Credits issue with the time, amount, and checkout reference.

Why did a rewarded ad not grant credits?

Only a verified completed rewarded-ad event can grant credits. Display ads never grant credits. Submit an Ad reward issue with the page, time, and device if completion was not recorded.

Can Support manually change my balance?

Balance changes require an auditable server-side grant, refund, or adjustment. Support can investigate the ledger and route a verified correction for review.

Where can I review credit activity?

Open Vault to see the balance and available transaction history. Include the transaction description and approximate time in any support request.

Why can’t I join a room?

A room may be full, ended, private, or no longer available. Try Quick Join or ask the host for a fresh invite link.

What should I do if audio fails?

Check microphone permission, browser audio settings, and network connection. Mobile browsers may require tapping to start audio.

What should happen when I search for a Ranked match?

Ranked search should place you in the queue, pair eligible players, open the match lobby, and start only after the match readiness flow completes. Report any completed or stale match that opens instead.

What details help with a room or Ranked issue?

Include the room code or match ID, approximate time, device, browser or app version, and what the screen showed before the problem.

Why was a match ended without a result?

A match can end safely when required evidence, media, readiness, or connection state is incomplete. Support can review the match ID, but rating and rewards are applied only through the official result flow.

Where are my takes?

Open Saved Takes or Session History. If a take is still processing, wait briefly before refreshing.

Can I practice with collaborators?

Personal Studio is private practice. Use Arena for live shared-beat cyphers; Arena turn capture saves only your own take.

Why is my microphone not working?

Allow microphone access for Cypher Club, confirm the correct input device, close apps that may be using the mic, and reload Personal Studio. On mobile, also check the operating-system permission.

What should I include for a failed recording?

Share the session time, device, browser or app version, route, and whether recording, upload, processing, or playback failed. Do not send private audio unless Support specifically provides a secure path.

Why is a take still processing?

Audio processing can take a short time after upload. If the status does not change after a refresh, send the recording or session identifier and the approximate upload time.

Where can I find beat license information?

Open the beat details and licensing surfaces before commercially releasing audio. For a rights question, include the beat title and producer in your ticket.

How do I report a beat or copyright concern?

Use the Copyright / DMCA policy for formal claims. For other beat issues, choose Beats issue and provide the beat title, creator, and relevant link.

How do I get Creator Program help?

Open Creator HQ for applications, referrals, events, and program tools. Use Support when account-specific review is needed.

Are creator rewards guaranteed?

No. Creator rewards depend on verified program rules and production payout systems. Support can review eligibility but cannot bypass policy.

How do I report someone?

Use Safety & Reporting or select Safety report in the support form. Include links, usernames, room codes, and timestamps when possible.

Are profile images moderated?

Approved profile images may be visible publicly. Pending or rejected uploads should not be displayed publicly.

What should I include in a safety report?

Include usernames, room or match codes, links, timestamps, and a factual description. Preserve relevant evidence, but do not repost harmful content publicly.

Is Support an emergency service?

No. If someone is in immediate danger, contact local emergency services. Cypher Club Support can review platform safety reports but cannot provide emergency response.

How is support information used?

Support details are used to investigate and respond to the request under the Privacy Policy. Never send passwords, full card numbers, private keys, or unrelated sensitive information.