# Get help

> How to reach the Rasum team by email, what you should include and what you must never send.

Source: https://doc.rasum.chat/en/probleme/kontakt/

You have a problem that this help does not solve? Write us an email. The more precise your description, the faster we can help.

## How do I reach the Rasum team?
You reach the Rasum team by email at **service@rasum.net**.

There is no support chat in the app. So write an email directly.

## What should I write in the email?
These details help us find your problem quickly:

1. **Your device** – for example "iPhone 13" or "Samsung Galaxy A54".
2. **The system version** – for example "iOS 18" or "Android 14".
3. **The Rasum version** – the whole **"Version: …"** line at the very bottom of the settings, with the number in brackets. See [Show the version](https://doc.rasum.chat/en/probleme/aktualisieren/).
4. **Date and time** – when the problem happened, as precisely as possible.
5. **Your network** – Wi-Fi or mobile data.
6. **What happened** – what you did, what you expected and what happened instead.
7. **An error message** – the exact text, if one appeared.
8. **A screenshot** – if it helps. Make sure nothing secret is visible on it (see below).

You can include your username (`@name:rasum.chat`) if it is about your account.

## What must I never send?
Never send your recovery key or your password – not even to us. We never need either of them to help you. Anyone who asks for them wants to get into your account.

Also be careful with screenshots:

- No screen that shows your recovery key.
- No screen with your password.
- **Android:** No screenshot of **"Troubleshoot notifications"** in groups or forums. It shows a long identifier of your device. You may send it to us by email.

More about the recovery key under [Recovery key](https://doc.rasum.chat/en/sicherheit/wiederherstellungsschluessel/).

## Report a message or a chat
You report insults, spam or illegal content directly in the app.

- A single message: press and hold the message → **"Report content"** [Icon: speech bubble with exclamation mark]. See [Edit and delete messages](https://doc.rasum.chat/en/nachrichten/bearbeiten-loeschen/).
- A whole chat: **"Report room"** (in a direct chat: **"Report conversation"**). See [Manage a chat](https://doc.rasum.chat/en/chats/chat-verwalten/).

The app says: "This message will be reported to your account provider. They will not be able to read any encrypted messages." "Account provider" means the Rasum server.

## Where do I find the privacy policy and terms of use?
You find the legal texts in the app under **"Settings"** → **"About"**: **"Copyright"**, **"Acceptable use policy"** and **"Privacy policy"**. They are also on the internet at rasum.chat/privacy, rasum.chat/acceptable-use and rasum.chat/copyright.