Support

Need a hand with Geniva? Email us and a real person will reply. We aim to answer every message within one working day, and we act on safety reports as quickly as we can — normally within 24 hours.

01Reporting content or a user

Every post, comment, event, society, profile and message in Geniva can be reported from inside the app: open the item's menu (⋯) or long-press a message and choose Report, then pick a reason. Reports go straight to Geniva's moderation team. We review every report and act on it as quickly as we can, normally within 24 hours.

If you would rather not report from the app, email [email protected] with a description of what you saw and, if you can, the username involved.

02Blocking someone

Open their profile and choose Block from the menu in the top-right corner, or long-press one of their messages in a channel and choose Block. Once blocked, neither of you will see the other's posts, comments, profile or messages, and they cannot message you. To undo a block, go to Profile → Blocked accounts.

03Your account

• Can't sign in? Use Forgot password on the login screen. You'll get an email with a reset link; it only works for a short time, so use it promptly.
• Verification email not arriving? Check your junk folder and make sure you signed up with your @liverpool.ac.uk university email address — Geniva currently only accepts those at sign-up, though it isn't run by or affiliated with the university. You can request a new email from the verification screen. You can use Geniva straight away, but some features stay locked until you confirm — and you must confirm within 30 days of signing up, or the account is deleted. We'll remind you by email at 7 and 21 days.
• Change your details: Profile → Edit profile. Usernames can be changed once every 30 days.
• Export your data: Profile → Export data gives you a copy of everything we hold about you.
• Delete your account: Profile → Delete account. You're signed out immediately and your profile, posts, comments, photos, RSVPs, society memberships and direct (1-to-1) messages are deleted straight away — there is no waiting period and it can't be undone. Messages you sent in group chats stay visible to other members, shown as “Deleted user”. If you can't get into the app, email us and we'll delete it for you.
• Unused accounts: an account whose university email isn't confirmed within 30 days of signing up is deleted. An account with no activity for 2 years is deleted too — we email you 30 days before, and signing in cancels it.

04Societies and committees

Want your society on Geniva? Open the Societies tab and choose Start a Society, or email [email protected]. Committee members can manage their society, events, roles and chats from the society page's committee dashboard.

05Appeals

If something you posted was removed, or your account was suspended or banned, and you think we got it wrong, email [email protected] with "Appeal" in the subject line, the email address on your account, and what you'd like us to look at again. This includes content refused by our automated checks. A person will look at the decision again with fresh eyes, and reply within 7 days with the outcome and the reason. If we got it wrong, we'll restore it where we can: posts, comments and messages can be restored, but a removed profile photo, or anything our automatic checks refused, can't be — so you'll be able to post it again. The full process is in our Terms of Service.

06Found a bug?

Tell us at [email protected]. The most useful reports say what you tapped, what you expected, and what actually happened, and include your phone model and iOS/Android version. Screenshots help enormously.