Layali
Support

Help & Support

A real person reads every message. We reply within two business days.

Get in touch

Pick the address that matches what you need — it reaches the right people faster.

General support

Something is broken, missing, or behaving oddly. Top-ups, login trouble, rooms that won't open.

support@layali.app

Safety — urgent

Anything involving a minor, a credible threat, or illegal activity. Put URGENT in the subject line and we look at it first.

support@layali.app

Before you contact us

Four things turn a two-week back-and-forth into one reply. Please include them all.

  1. Your user ID. Open Me and it is shown under your nickname. It is the only way we can find your account — we cannot look you up by nickname, because nicknames are not unique.
  2. Your device and app version. For example "iPhone 14, iOS 18.2, Layali 1.4.0". The version is in Settings → About.
  3. What you expected, and what happened instead. One or two sentences. A screenshot beats a description.
  4. For payment problems, the store receipt. Apple emails it to you; on Android it is in Google Play → Payments & subscriptions. We cannot see store transactions without it.
Troubleshooting

Common problems

I topped up but my diamonds haven't arrived

This is almost always a verification step that did not finish, and it fixes itself: open the top-up screen again and tap Restore purchases. If the store took the payment, the diamonds are credited at that point. You will not be charged twice — restoring re-checks a receipt you already paid for, it does not buy anything.

If it still doesn't land, email support@layali.app with your user ID and the store receipt. Refunds themselves are handled by Apple or Google, not by us — see Terms, section 7.

The microphone or camera isn't working

Layali asks for each permission only when you first use the feature that needs it, so if you declined once, the app will not ask again — the switch has to be turned back on.

  • In the app: Settings → Permissions shows the current state of both.
  • On iOS: Settings → Layali → Microphone / Camera.
  • On Android: Settings → Apps → Layali → Permissions.

Without the microphone you can still listen in party rooms; without the camera your seat stays audio-only. Neither one blocks the rest of the app.

Someone is behaving badly

Report them from their profile card, or from the room or stream they are in. Blocking them stops them messaging you. Reports go to a moderation team with the context attached, and serious cases are actioned immediately.

If it involves a minor, a threat, or anything illegal, do not wait for the in-app report — email us with URGENT in the subject and the other person's user ID.

I can't get back into my account

Sign-in is tied to your device, and there is no password or email to recover. If you cleared the app's data, reinstalled, or changed phones, the app creates a new identity, and the previous account — with its balance, level and friends — is no longer reachable. We cannot restore it, because there is nothing linking the old account to you.

It is the honest answer rather than a good one, and it is why we say so plainly in the Privacy Policy. If you are about to change devices, spend your diamond balance first.

A room or stream won't load

Live audio and video need a stable connection. Try switching between Wi-Fi and mobile data, then force-close and reopen the app. If a specific room fails while others work, the host may have set a password or closed it. If every room fails, tell us your user ID, your network type, and roughly when it started.

Changing the language

Settings → Language. English, Arabic, Spanish, Hindi and Turkish are available; Arabic switches the whole interface to a right-to-left layout.

Account

Deleting your account

You can do this yourself, from inside the app. You do not need to email us.

  1. Open the Me tab.
  2. Tap Settings.
  3. Scroll to Account actions and tap Delete account.
  4. Read the confirmation and tap Delete. That is the last step — there is no undo.

What deletion does. Your profile, balances and relationships stop being reachable. Your coins and diamonds are forfeited — they cannot be refunded, cashed out or moved to another account. Signing in again creates a brand-new account; the old one does not come back. If you have a balance you care about, spend it before you delete.

Messages other people already received may stay visible to them, and we keep transaction and moderation records for as long as the law requires. The full detail is in Privacy Policy, section 8.

If you cannot reach the app — a lost device, for instance — email privacy@layali.app from your account's address or with your user ID, and we will handle the deletion for you.

Just want a break? Logging out is enough, and nothing is lost. Deletion is only for when you want the data gone.

Didn't find it?

The FAQ on the home page covers the quick questions. For anything else, write to us — include your user ID and we can usually answer in one reply.

Email support Read the FAQ