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.

If you use the "Report" button on a message inside the app, most of these fields are filled in automatically — the app inserts your ID, the reported user's ID, and the chat ID without disclosing chat content.

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 reaches us only from the screenshots, recordings, or chat exports you attach. A request to "pull the message from your database" is technically impossible — what is on the server is an encrypted blob.
• Metadata is available to us in a limited form: sender and recipient IDs, message timestamps, 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 happens after you report

1. Acknowledgement. Within 72 hours of receipt we reply with a case number.
2. Triage. Spam and automated attack patterns are handled automatically; reports that require human judgement are routed to a reviewer.
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. Most reports are resolved within 7 days; CSAM, credible threats of violence, and coordinated campaigns are prioritised and reviewed within 48 hours.

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 the OffshoreLabs team. Legal and operational correspondence reaches us through the mailboxes listed above; we operate as an independent distributed team and are not tied to a single jurisdiction.

Related documents

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