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Tell us the event name, event code, approximate event time, device type, and what went wrong. Never email passwords or full payment-card details.
Urgent privacy or safety reports: within 24 hours. Live events, or events starting within 24 hours: within one hour during published support hours. Normal payment or event-access issues: within one business day. General questions: within two business days. These are response targets, not guaranteed resolution times.
Include the store used, approximate purchase time, package name, and event code. Do not include full card details. Apple or Google may need to process cancellations or refunds under their own rules.
Email us with the subject “magenta36 account deletion request” from the Google email used for the host account. Include any relevant event code. We will verify ownership before permanently deleting the account and associated event data, except records that must be retained for payment, fraud prevention, safety, tax, or legal obligations.
Guests may email a clear subject such as “Urgent safety report” or “Guest deletion request”. Include the event code and enough information to locate the affected photo or session without forwarding unnecessary private images.
Hosts should download all wanted photos before day 60. We send host reminders around days 30 and 55, but the host remains responsible for completing downloads before permanent deletion.