How can we help?
Contact us about the Spotysum app, including sign-in, profile review, introductions, purchases or safety concerns. You do not need to sign in to email or call us.
Contact support
Email: theirum.official@gmail.com
Phone: +82 10-4219-2567
In the app: Profile → Support & appeals.
Please include the issue, approximate time, device and app version. For a purchase issue, include the store and order reference if available. Do not send passwords, verification codes, full card numbers or identity documents.
Profile review and introductions
When will profile review finish?
Review usually takes 1–3 business days. Check your status in the app. If a revision is requested, update the relevant information and submit it again. You can appeal a review decision through Support & appeals.
Why have I not received an introduction?
Introductions begin after approval, when a mutually suitable profile is available in your registered country. Up to one person may be introduced per day; an introduction every day is not guaranteed. Check the country service time zone shown in the app.
Matching points and store purchases
When are points used?
Sending interest reserves one point. If both people accept, one point per person is used and a conversation opens. A reservation is released when the introduction is declined or expires. Extra introductions cost 1 point per newly delivered eligible profile, up to 10 per day, with no charge if none is available. Direct chat costs 5 points only to the requester and can open before the recipient accepts; the recipient is not charged and can end, report or block. No reply or meeting is guaranteed. The purchase product contains 10 points at the local store price shown before payment. Purchased matching points do not expire.
My purchase did not appear
Make sure you are signed in to the same Spotysum account and store account used for the purchase. Open the points screen and use the purchase recovery option if shown. If your balance has not updated, contact us with the store order reference. Avoid buying again solely to retry a delayed purchase.
How do I request a refund?
For an Apple App Store or Google Play purchase, use that store's purchase history and refund process. Refund eligibility is determined under the store's rules and applicable law. Once a refund is confirmed, the corresponding points may be recovered. Contact us for an incorrect balance or an unresolved purchase issue.
Account deletion and safety
To delete your account, open Profile → Delete account in the app, or request account and data deletion online. Account verification is required. Deletion and any legally required record retention are explained in our Privacy Policy.
You can report or block a member from their profile or conversation. For a safety issue, inappropriate content or trouble accessing your account, contact support using the email above. Do not include another person's private information unless it is necessary to explain the issue.