How can we help?

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Common questions.

• How do I contact support?+

  Email koine@thehyperlocal.app and a real person will reply — usually within two business days. Safety, security, privacy, and payment concerns may be prioritized; more complex matters may take longer to investigate. Where possible, write from the email address connected to your koinē account.

• What should I include when I email you?+

  Your name, the email tied to your account, your username or display name, the name of the relevant koinē or Hang, the date and approximate time of the issue, a clear description of what happened, any screenshots or error messages, and the outcome you want. Please do not send your password, full payment-card number, banking passwords, government ID, or medical records — koinē support will never ask for your password by email.

• I can’t sign in, or I think someone accessed my account+

  Email us if you can’t sign in, aren’t receiving a verification or login message, need to change an email address you can no longer access, accidentally made more than one account, or believe a feature was restricted incorrectly. If you suspect someone accessed your account without permission, use the subject line "Urgent: Account Security". We may ask you to verify that you own or are authorized to access the account.

• I’m a Host — can you help me run a koinē?+

  Yes. We can help with creating or editing a koinē, changing its date, time, or location, privacy and visibility settings, participant limits, invitations and waitlists, recurring koinēs, cancelling or rescheduling, check-in tools, paid participation or deposits, and Host responsibilities. Include the koinē name and the email tied to the Host account. Hosts remain responsible for the information they publish, the operation of their koinēs, participant communications, permissions, refunds, and safety requirements described in the Terms and Conditions.

• I can’t join or leave a koinē+

  Contact us if an invitation link isn’t working, a koinē isn’t appearing in your account, you can’t access information for a koinē you joined, you were removed and believe it was a mistake, or a Host’s information appears misleading. For last-minute questions about parking, arrival, equipment, food, or the exact meeting point, contact the Host through the koinē where possible — the support team may not have real-time information about an independently hosted gathering.

• My check-in or attendance is wrong+

  Email us with the subject "Attendance Review – [koinē Name]" if a QR or check-in code isn’t working, your device can’t confirm your location, you attended but were marked absent, someone used your check-in code, or an attendance record is affecting a deposit. Include the koinē name and date, your approximate arrival and departure time, the location, and the check-in method used. Attendance and reliability information is meant to add context and encourage follow-through — it does not guarantee anyone’s identity, character, safety, or future attendance, and check-in is not a safety-monitoring or emergency service.

• I need help with a payment, deposit, or refund+

  Email us with a subject like "Payment Issue", "Refund Request", "Deposit Review", "Unrecognized Charge", or "Host Payout Issue". Include the koinē name, transaction date, amount and currency, the email connected to the transaction, the last four digits of the card (if helpful), and the Host’s name — never send your full card number. Refund and deposit eligibility can depend on the terms shown before payment, the Host’s cancellation policy, whether the koinē was cancelled or materially changed, whether you attended, and applicable consumer law. The full rules are in the Terms and Conditions and any terms shown at checkout.

• How do I report a user, Host, or koinē?+

  Email us with the subject "Safety Report – [User or koinē Name]" to report harassment, threats, discrimination, fraud, impersonation, a misleading or fake koinē, unsafe conduct, exploitation, inappropriate conduct involving a child, unauthorized recording, illegal activity, manipulated check-ins, or another serious violation. Include dates and times, the koinē name, usernames, screenshots, and a description of what happened — but don’t place yourself at further risk to gather evidence. To protect everyone’s privacy we may not be able to share the outcome of an investigation. Knowingly false or retaliatory reports may lead to action against the reporting account.

• What about a child or young person’s safety and data?+

  koinē may be used by adults, teenagers, families, schools, faith communities, and youth groups. Where we know or reasonably believe someone is under 18, we may apply extra privacy, communication, payment, location, and participation protections. A young user, parent, or guardian can email us — subject lines like "Youth Privacy Question", "Parent or Guardian Request", "Youth Safety Concern", or "Delete a Young User’s Information" — to report an unsafe interaction, request correction or deletion, ask about privacy settings, or provide/withdraw consent. A parent or guardian’s access isn’t automatically unlimited; we weigh the young person’s age, the sensitivity of the information, their own privacy rights, and applicable law, and may need to verify a requester’s identity and authority.

• How do I make a privacy request?+

  Email us with the subject "Privacy Request" from the address associated with your account to access your personal information, correct it, understand how it’s been used, review an attendance record, withdraw a consent, disconnect an optional integration, request deletion, ask how koinē information is used through hyperlocal OS, or file a privacy complaint. Include your name, the email connected to your account, the nature of the request, and enough detail for us to find the records. We may need to verify your identity or authority first. Full details are in the koinē Privacy Policy.

• What is hyperlocal OS, and how is my account connected?+

  koinē runs on hyperlocal OS, HyperLocal Technologies Corp.’s underlying participation and technology infrastructure — it can support authentication, profiles, invitations, koinē management, commitments and waitlists, check-ins and attendance, participation history, payments, and safety enforcement. Processing information through hyperlocal OS does not mean every Host, Hub, venue, or future hyperlocal app automatically receives all of your information. Use the subject line "hyperlocal Account Support" for questions about a shared hyperlocal account, information appearing in another authorized service, disconnecting an optional integration, or deleting only your koinē profile.

• How do I delete my account?+

  Use the in-app deletion option where available, or email koine@thehyperlocal.app with the subject "Delete My koinē Account". Include the email connected to your account, your username or display name, and a clear statement that you want the account deleted. Deleting the app from your device does not delete your account. If your koinē account is part of a shared hyperlocal account, we may ask whether to delete only your koinē profile, disconnect koinē from the shared account, or delete the whole shared account. Some limited information may be retained where reasonably necessary — for payments, tax, fraud prevention, safety, disputes, or legal compliance — as explained in the Privacy Policy.

• Something’s broken — technical help+

  First: confirm your connection, close and reopen koinē, sign out and back in, update your browser or app, restart your device, and confirm cookies/JavaScript are enabled on the web (plus camera access for QR scanning and location access for nearby discovery or location-based check-in). If it still fails, email us with the subject "Technical Support" and include your device type, OS version, browser or app version, the steps that caused the issue, the exact error message, the date and time, and a screenshot or screen recording if you can.

• Why does koinē ask for location or camera access?+

  Location or camera permission may be used to discover nearby koinēs, order results by distance, provide maps or directions, scan a QR code, verify attendance, or upload an image. You can manage these permissions in your device or browser settings; disabling one may stop the related feature from working. We don’t display your device-derived precise location to other users, though the listed meeting location for a koinē may be visible according to its privacy and access settings.

• I need accessibility help+

  We want koinē to be usable by as many people as possible. Email us with the subject "Accessibility Support" if you hit an accessibility barrier, can’t use an important feature with assistive technology, need information in another format, or have a suggestion for improving accessibility.

• Can I appeal an account or enforcement decision?+

  Yes. Use the subject line "Account Appeal" if your account was suspended or restricted, a koinē was removed or cancelled, content was removed, a payment or payout was held, your attendance record was changed, or you believe a decision was made in error. Include the email connected to your account, the date of the decision, the relevant koinē or transaction, and why you believe it should be reviewed. Submitting an appeal doesn’t guarantee a decision will change, and we may be unable to disclose confidential information involving another person or an active investigation.

• How do I report copyright or trademark infringement?+

  Email koine@thehyperlocal.app with the subject "Intellectual Property Report" and include your name and contact information, identification of the protected work or right, the location of the content you’re reporting, an explanation of your rights, a good-faith statement of the concern, and any supporting information.

• Where are the privacy policy and terms?+

  Privacy policy at /privacy and terms and conditions at /terms — both are linked in the footer of every page. If this support page ever conflicts with the Terms and Conditions or the Privacy Policy, those documents govern.