Get help

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:

Your device – for example “iPhone 13” or “Samsung Galaxy A54”.
The system version – for example “iOS 18” or “Android 14”.
The Rasum version – the whole “Version: …” line at the very bottom of the settings, with the number in brackets. See Show the version.
Date and time – when the problem happened, as precisely as possible.
Your network – Wi-Fi or mobile data.
What happened – what you did, what you expected and what happened instead.
An error message – the exact text, if one appeared.
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.

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” . See Edit and delete messages.
A whole chat: “Report room” (in a direct chat: “Report conversation”). See Manage a chat.

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.