General support
Something is broken, missing, or behaving oddly. Top-ups, login trouble, rooms that won't open.
Support
Help & Support
A real person reads every message. We reply within two business days.
Get in touch
One address for everything. Put the matching subject line on it and we sort it faster.
Privacy and your data
Requests to access, correct or delete your information, and any question about our Privacy Policy.
binorazkoper@icloud.com
Subject line: Privacy request
Safety — urgent
Anything involving a minor, a credible threat, or illegal activity. Put URGENT in the subject line and we look at it first.
Before you contact us
Four things turn a two-week back-and-forth into one reply. Please include them all.
- Your user ID, sent from the email you sign in with. Open Me and the ID is shown under your nickname. Together they let us find your account and confirm it is yours — we cannot look you up by nickname, because nicknames are not unique.
- Your device and app version. For example "iPhone 14, iOS 18.2, Layali Live 1.0.0". The version is shown in Settings.
- What you expected, and what happened instead. One or two sentences. A screenshot beats a description.
- For payment problems, the store receipt. Apple emails it to you. 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 — the app checks for unfinished purchases and credits them automatically. If the store took the payment, the diamonds are credited at that point. You will not be charged twice — the check re-uses a receipt you already paid for, it does not buy anything.
If it still doesn't land, email binorazkoper@icloud.com with your user ID and the store receipt. Refunds themselves are handled by Apple, not by us — see Terms, section 7.
The microphone isn't working
Layali Live asks for the microphone the first time you take a seat on mic in a party room, 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 and lets you allow it.
- On iPhone: Settings → Layali Live → Microphone.
Without the microphone you can still watch streams and listen in party rooms. It does not block the rest of the app.
Someone is behaving badly
Report them from their profile card, from a live stream's menu, or from your private chat with them. Blocking them stops them messaging you. Reports go to a moderation team with the context attached. We have zero tolerance for objectionable content and abusive users: every report is reviewed and acted on within 24 hours, 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
Your account belongs to your email address, not to your phone. Reinstalling the app or switching phones is fine — sign in with the same email and password and your balance, level and friends are all there.
Check that the email is spelled exactly as you signed up with it (capital letters don't matter) and that the password is at least 6 characters. Entering a different email does not sign you in to your account — it creates a new one.
Forgotten your password? Password reset is not available inside the app yet. Email binorazkoper@icloud.com from the address you sign in with, and include your user ID if you know it.
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.
- Open the Me tab.
- Tap Settings.
- Scroll to Account actions and tap Delete account.
- 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 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. After you delete your account, we delete your account data within 7 days.
If you cannot reach the app — a lost device, for instance — email binorazkoper@icloud.com with your user ID and we will handle the deletion for you. Write from the email address you sign in with, so we can confirm the account is yours.
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.