Each community on Mateflow is run by its own owner and admins, and Mateflow provides the platform they run it on. Who can help you depends on the problem. This guide explains who to contact and how to reach them.
Who can do this: Any member or visitor. · Where: Web and the Mateflow app for iOS and Android. · Plan: Not plan-dependent.
Who to contact for which problem
| Your question is about… | Contact |
|---|---|
| Posts, comments, or content that breaks the rules | Report it, or contact the community's admins |
| Getting into a space, a join request, or an invitation | The community's admins |
| A membership charge, a refund, or cancelling a paid membership | The community's owner or admins |
| A ban, a warning, or removed content | The community's moderators. Only bans can be appealed (see Appeal a moderation decision) |
| Community rules, events, or courses | The community's admins |
| The website or app not working, error messages, or a bug | Mateflow support |
| Your account, sign-in, or personal data when your community can't help | Mateflow support |
Your community's admins decide who can join, what's allowed, and what members pay. Mateflow support can't reverse a community's decision, such as a ban, a rejected join request, or a refund of a community membership.
Contact your community's admins
- From the member directory: go to Members, click Filter, and under Role choose Admin or Moderator. Click Message on someone's card to send a direct message, if your community allows messages.
- For a specific space: open the space's About tab. It lists the space's Administrators and Moderators.
- For content: report the post or comment. Reports go to the community's moderators. See Report content, block, and mute.
- If the community is closed or in maintenance: the page you see may show Contact the site owner or Contact support. Both links email the community's own contact address, not Mateflow.
You can't reach a community's admins through Mateflow support. If you can't find them in the community, use the contact details on the community's own website or emails.
Contact Mateflow support
For problems with the platform itself, contact Mateflow:
- Use the contact form at mateflow.com/contact and choose Support request as the Request type.
- Or email hello@mateflow.com.
To get a faster answer, include:
- your community's web address;
- the email you sign in with;
- what you were doing, what you expected, and the exact error message;
- whether it happens on the web or in the app, and your browser or phone model. In the app, the version number is under Settings and privacy → About.
Never send your password, a sign-in code, or your two-factor recovery codes. Mateflow won't ask for them.
Find answers in the Mateflow help center
- On the web: browse or search the help center at mateflow.com/resources.
- In the app: open the menu (☰), tap Settings and privacy, then tap Help center. It opens the same help center. You can also find Help Center under Settings and privacy → About.
- The Mateflow community: ask questions and swap tips with other people who run and use Mateflow communities at community.mateflow.com.
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