Reporting content and making complaints

• In danger right now? Contact the police first: 999 in the UK, 112 in the EU.
• In the app: tap Report on someone's profile, a hangout, or a post.
• By email: safety@momintapp.com with the subject line "Report". Anyone can use this, with or without a Momint account.
• A person at Momint reviews reports. If something breaks our rules or the law, we act on it.
• If we take action on your content or account, we'll tell you why, and you can ask us to look again.

Anything that breaks our Community Guidelines or the law, including:

• illegal content (for example, child sexual abuse material, terrorist content, threats, or intimate images shared without consent),
• harassment, bullying, hate or abuse,
• nudity or sexual content, or content that promotes self-harm, suicide or eating disorders,
• spam, scams, impersonation or fake accounts,
• someone sharing your private information or photos of you without permission,
• a hangout that seems unsafe,
• an account you think belongs to someone under 16,
• content that infringes your copyright (see our copyright policy).

1. Open the person's profile, the hangout, or the menu on a post in your feed.
2. Tap Report.
3. Pick a reason, for example bullying or harassment, hate speech, nudity or sexual content, threats or violence, suicide or self-harm, spam or scams, someone sharing your private information or a photo of you, or something else.
4. Add details. The more you tell us (what happened, where, when), the faster we can act.

You can report an account, a post, a comment, a memory, a photo, a video, a hangout or a single chat message, and the report records which item it was. If you report a chat message, our server decrypts that one message so our team can read it (see the Privacy Policy).

Email safety@momintapp.com with the subject line "Report". Include:

• the share link, username or hangout name,
• what the problem is,
• screenshots, if it's safe and legal to take them. Never screenshot or share images of child sexual abuse. Just tell us where they are,
• how to contact you (optional, but it lets us tell you what happened).

If you're reporting something because you believe it's illegal, please also tell us:

• why you think it's illegal (for example, which law it breaks),
• exactly where it is (share link, username, and any other detail),
• your name and email address (you don't need to give these if you're reporting child sexual abuse material),
• that you believe in good faith that the information in your report is accurate and complete.

Report it to us straight away. We remove it, preserve what the law requires, close the account, and report it to the UK's National Crime Agency. In the UK you can also report directly to CEOP (ceop.police.uk) or, for images and videos, the Internet Watch Foundation (report.iwf.org.uk).

1. We receive it. In-app reports go straight to our team. We'll acknowledge email reports within 2 working days. Reports about child safety, threats of violence, suicide or self-harm, and intimate images shared without consent are moved ahead of the queue.
2. A person reviews it. We look at the reported account or content, the context, and our rules. The most serious reports (risk to someone's safety, child sexual abuse, credible threats) go first. Reports are reviewed by Momint staff, not by an automated system.
3. We decide. Possible outcomes: no action, removing content, limiting features, a warning, a temporary suspension, a permanent ban, and, where the law requires it or someone is at risk, reporting to the police or the NCA.
4. We tell people what we did.
   • If you gave us a way to contact you, we'll tell you the outcome.
   • If we act against someone's content or account, we tell them what we did, which rule or law it broke, whether any automated tools were involved, and how to appeal. We don't tell them who reported them.

We keep a record of reports and decisions for 12 months from the report, or from our decision on it if that comes later. A report that is still open isn't deleted while it stays open, and we keep one for longer if we're legally required to. Reports survive the deletion of either account, with the names removed.

• Block someone: they can't see your content or interact with you, and any friend or follow connection between you is removed.
• Mute someone: you stop seeing their posts. They aren't told. (Settings > Suppressed users.)
• Remove a follower (Settings > Followers), make your account private or limit who can send you friend requests (Settings > Visibility), or limit who can comment on your posts (Settings > Comments). Only your friends can invite you to a hangout.
• Leave a hangout by answering "not going", or mute its chat.

You can ask us to review a decision if:

• we removed or restricted your content,
• we limited, suspended or closed your account,
• we decided not to act on something you reported,
• we think you're under the minimum age and you're not. Tell us in your appeal and we'll review the date of birth on the account. We won't ask you for identity documents.

How: reply to the message telling you about the decision, or email safety@momintapp.com with the subject line "Appeal". Tell us which decision, and why you think it's wrong. If your account is suspended, you can still email us — appeals are handled by email, so a suspension never cuts off your route to appeal.

What happens: someone who wasn't involved in the original decision reviews it. We aim to reply within 14 days. If we got it wrong, we'll restore your content or account and, where we can, undo any other effects. If we still think the decision was right, we'll explain why.

If you're unhappy with how we deal with reports or keep people safe on Momint more generally, email safety@momintapp.com with the subject line "Safety complaint". We'll look into it and reply.

In the UK, Ofcom regulates online safety. Ofcom doesn't resolve individual complaints about content, but you can tell it about concerns with a service: see ofcom.org.uk/online-safety.

You can also challenge our decisions in the courts of your country. We'll always give you a statement of reasons when we restrict your content or account.

Those follow a separate process: see the complaints section of our Privacy Policy.

Knowingly false or abusive reports waste time that should go to people who need help. We may ignore them, and repeated misuse can lead to action on your account.