Abuse policy and reporting

Where to write

Send all abuse reports to abuse@mango-connect.com. This is a separate mailbox from general support and legal requests — we prioritise abuse mail.

Please include:

• the reported user's nickname (in @handle form, visible on the profile card);
• the chat nickname (for public groups and channels, in @handle form), if the incident occurred there;
• date and approximate time of the incident;
• screenshots, screen recording, or saved files — without them we usually cannot verify the content (see the end-to-end encryption section below);
• your own nickname so we can follow up with you.

The app offers three separate actions for a direct chat: “Block” archives the chat, which you can delete later; “Report” sends your selected report topic and the five most recent messages from that chat to moderation; “Block & Report” both archives the chat and sends that report. Report content is sent only when you choose “Report” or “Block & Report”.

What you can report

The categories below are what we accept reports about and are prepared to act on. The list is non-exhaustive — if something looks like abuse but doesn't fit a bucket here, write anyway.

What we don't act on

• Content you have consented to. MangoConnect is a private messenger: if you are voluntarily part of a chat between adults and you set its tone yourselves, we are not a moderator of personal communication.
• Disagreements over politics, religion, taste. We do not moderate discussions between adults as long as they do not cross into threats or the categories listed above.
• Third-party reports. The reporter must be a participant of the chat (or the legal guardian of a minor participant). Reports from outsiders who have no access to the chat cannot be reviewed because we cannot verify them.
• Off-platform behaviour. Conflicts that happened on other services, messengers, or offline are outside our scope — even when the parties also happen to use MangoConnect.
• Reports without evidence. End-to-end encryption means we cannot independently see the content of a conversation. Without screenshots or other evidentiary material we can only take metadata-level action (see the next section).
• Government / legal requests. Those go through a separate process, not this channel — please write to legal@mango-connect.com.

End-to-end encryption and what it means for reports

We are technically unable to read your messages, voice notes, photos, or video. Each is encrypted on the sender's device with keys held only by the chat participants (more about how encryption works). That obliges us to handle abuse differently from messengers that store content server-side:

• Content cannot be extracted by us from your chat: what is on the server is an encrypted blob. When you choose “Report” or “Block & Report”, the app sends your selected report topic and the five most recent messages from that chat to moderation. You can also attach screenshots, recordings, or a chat export.
• Metadata is available to us in a limited form: sender and recipient IDs, message timestamps, forwarding count, the fact that media was attached and its size, push-notification records, account-level history (creation date, originating device class, previous abuse decisions).
• Metadata-based action. We can block an account, stop a rolling spam wave, revoke active sessions and tokens, and limit new-account creation from the same fingerprint — without seeing content, when the behavioural pattern (volume, cadence, sequence of new accounts) is already enough.
• What won't work. "Read the old conversation for me", "produce the message content for a court", "restore a deleted message" — we cannot do that. If a conversation matters as evidence, save it on your device immediately: once both sides delete it, it stops existing anywhere.

What the app does on its own without reading your chats

End-to-end encryption prevents us from seeing content, but it does not prevent the app from warning you. Everything below runs entirely on your device: nothing is checked against databases, nothing is sent to a server, and nothing is reported to us or to third parties.

Link-spelling check. Before you open a link in a message, the app examines how the address is written and warns you when it appears deceptive: the address contains an “@” symbol that would send the browser to a different site; the site name uses characters that imitate another alphabet; invisible characters are hidden in the address; or a numeric server address is used instead of a site name. The link is neither blocked nor hidden — the app shows you where it actually leads, and you decide whether to continue.

Unknown-sender warning. Until you reply in a chat you did not start, a panel at the top presents the actions “Delete”, “Block”, and “Report”.

Notice when entering a public group. When you first open a public group, the app explains that it is a public surface and offers you the option to report it or leave if its content is not right for you.

What we do not do. We do not scan the content of your messages — on-device, on a server, against databases of prohibited material, or by any other means. Any such scanning would disclose conversation content without the sender's and recipient's consent and is incompatible with the promise of end-to-end encryption itself.

Public groups and channels

Public groups and channels work differently from private chats and are moderated differently. Anyone can become a participant in a public surface, so when it is reported we assess it as a publication rather than a private conversation.

How we moderate today. We do not currently apply automatic anti-spam filtering or hash matching to material in public groups and channels. A moderation staff member promptly reviews every report; CSAM and credible threats of violence receive immediate, highest-priority handling.

What we can do. Following a substantiated report, a public group or channel is hidden from search and no longer opens at its @channel_name / @group_name address. It no longer accepts new messages, while its history remains available to existing members. The owner and administrators are notified directly in the group, and the suspension notice is also visible to group or channel participants.

48 hours to object. From the time of suspension, the owner has 48 hours to write to us at igetbanned@mango-connect.com. The surface cannot be deleted before that period expires — this is a constraint built into the moderation system. If an objection is received, the decision is reviewed before deletion, not after. If none is received, the group or channel is deleted after 48 hours and cannot be restored.

A person makes the decision. Every suspension, reinstatement, and deletion is performed manually by a moderation staff member and recorded in a log with the reason and the person who took the action. We do not currently delete publications automatically.

What happens after you report

1. Receipt. We register the report and route it to moderation.
2. Triage. A moderation staff member reviews the report and determines the necessary action; report content is not processed automatically.
3. Context gathering. We look at the reported account's history, verify screenshot authenticity through Mango-side metadata where possible, and cross-check against earlier reports about the same account.
4. Decision. We tell you what action we took without disclosing internal investigation detail or the reported person's personal data.
5. Timing and action. We review every report within 24 hours. Where a violation is substantiated, within those 24 hours we remove the offending content from the service and permanently eject the account that provided it. CSAM and credible threats of violence receive immediate, highest-priority handling.

Possible outcomes for the reported account

• Warning. Applied to first-time minor breaches.
• Temporary suspension. The account temporarily loses the ability to send messages and initiate calls.
• Permanent ban. The account is removed from active access with no path to recovery.
• Re-registration limit. For severe violations we restrict issuance of new invite codes and block new accounts from the same device or fingerprint.
• Law-enforcement referral. CSAM, credible threats of violence, and similar cases are referred to the appropriate authorities and we share the metadata we hold within the limits of the law.

If you disagree with our decision

You can appeal within 14 days of our response by replying to abuse@mango-connect.com with the subject "Appeal: [case number]". Appeals are reviewed by a different reviewer than the one who issued the original decision. If the appeal is upheld we roll back the action (reinstate the account, lift restrictions) and explain why we reversed.

Contacts

MangoConnect is operated by OffshoreLabs Studio LTD, a company registered in the United Kingdom under company number 17387215. Legal and operational correspondence reaches us through the mailboxes listed above.

Related documents

• End-to-end encryption on MangoConnect
• Privacy policy
• Delete account