# Send a useful support request

What to include, what to leave out, and how to reach Cittly.

Operator: Cittly tech
Updated: 2026-10-11
Scope: All Cittly versions
Canonical: https://docs.cittly.com/support-information

## Contact route
For general support, contact **[support@cittly.com](mailto:support@cittly.com)**. For an ordinary technical issue, use a subject such as **Cittly support — camera preview**, **Cittly support — sign-in**, or **Cittly support — Vids playback**. Child-safety reports should go to **[childsafety@cittly.com](mailto:childsafety@cittly.com)** or through the in-app Report button or form.

## Include the details that help
- What you were trying to do and which area of Cittly you used.
- What actually happened, including safe error text.
- Device model, operating system, and Cittly app version, if available.
- Whether you used the app or a browser, and the browser name when applicable.
- Whether the issue happens every time or only sometimes.
- Approximate date, time, and time zone, and the troubleshooting steps already tried.

## Keep attachments safe
Do not include passwords, verification codes, authentication tokens, financial details, or another person's private conversation. Crop unrelated personal information from a screenshot. Do not attach or forward suspected child sexual abuse material, even as evidence.

## Reports and account requests
Use the existing in-app Report button or form for a safety concern. If it fails, explain that in your email. Follow [reporting and appeals](/reporting-and-appeals), [child-safety standards](/child-safety), or [account deletion](/delete-account) for the applicable information and subject line.

## What to expect
This guide does not promise a response deadline, a particular ticket system, or a guaranteed resolution. For immediate danger, contact local emergency services. A troubleshooting request does not replace a safety report.