Complaints and abuse handling

Where to write

Send all abuse reports to abuse@mango-connect.com. This is a separate mailbox from general support and legal inquiries — we aim to respond to abuse reports faster.

In your message, please include:

the username of the person you are reporting (in the format @name, visible on the profile card);
the chat username (for public groups and channels in the format @name), if the violation occurred there;
the date and approximate time of the incident;
screenshots, screen recordings, or saved files — without them we generally cannot confirm the content (see the section on end-to-end encryption);
your own username so we can contact you regarding your report.

The app provides three different actions for a direct chat: "Block" moves the chat to the archive, from where it can later be deleted; "Report" sends the selected complaint topic and the five most recent messages from the chat for moderation; "Block and report" simultaneously archives the chat and sends such a report. A report transmits content only when you explicitly choose "Report" or "Block and report".

What you can report

Below are the categories for which we accept complaints and are prepared to take action. The list is not exhaustive — if a situation looks like abuse but does not fit any of these categories, write to us anyway.

Threats and intimidation

Direct threats of violence, stalking, systematic intimidation, blackmail attempts, disclosure of personal data without consent (doxxing).

Child sexual exploitation

CSAM material, attempts to contact minors with sexual intent (grooming), recruitment into such activities. We treat these reports as the highest priority and, as required by law, forward information to law enforcement.

Non-consensual intimate imagery

Distribution of intimate images without the depicted person's consent (NCII / "revenge porn"), as well as threats to distribute such material.

Spam and phishing

Mass messaging, attempts to steal credentials, fake "support services", links to malicious software.

Impersonation

Creating accounts under someone else's name with the intent to deceive: posing as a specific individual, organization, or the MangoConnect service itself.

Coordinated harmful behavior

Bot networks, account farms, coordinated attacks on a specific user or group, artificial boosting.

Illegal goods and services

Sale of weapons, drugs, stolen data, malware, commissioned services of an illegal nature.

Incitement to violence

Calls for violence against specific individuals or groups, terrorism, incitement of hatred.

What we do not act on

Content you consented to. MangoConnect is a private messenger: if you are voluntarily in a chat between adults and have set its terms yourself, we do not act as a moderator of personal communication.
Disagreements over politics, religion, or taste. We do not moderate discussions between adults as long as they do not cross into threats or violations listed above.
Complaints from third parties. A report must come from a chat participant (or their legal representative if a minor is involved). We cannot review complaints from outsiders who do not have access to the chat — we have no way to verify them.
Behavior outside MangoConnect. Conflicts that occurred on other services, messengers, or offline are not something we investigate — even if the parties also communicate through us.
Complaints without evidence. Due to end-to-end encryption, we cannot independently view the content of a conversation. Without screenshots or other supporting material, we can only take metadata-based measures (see the next section).
Legal requests from government authorities. That is a separate process, not the abuse channel — please write to legal@mango-connect.com.

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

We are technically unable to read your messages, voice notes, photos, or videos. All of them are encrypted on the sender's device with keys that only the chat participants hold (more on encryption). This requires us to handle complaints differently from messengers with "server-side" storage:

Content — we cannot independently extract it from a conversation: the server holds an encrypted blob. When you choose "Report" or "Block and report", the app sends the selected topic and the five most recent messages from that chat for moderation. You can also attach screenshots, videos, or a chat export.
Metadata — we have it in limited scope: sender and recipient IDs, message timestamp, forward count, the fact that media is attached and its size, push notifications, account operational history (when it was created, from which device, whether the user responded to previous complaints).
Metadata-based measures. We can block an account, stop mass messaging, revoke sessions and tokens, and restrict creation of new accounts from the same fingerprint — without needing to see the content, if the behavioral pattern (number of reports, messaging rate, chain of new accounts) is already obvious.
What will not work. "Read my old chat history for me", "hand over message contents to a court", "restore a deleted message" — we cannot do any of this. If a conversation is important as evidence, save it on your device immediately: once it is deleted by both parties, it ceases to exist anywhere.

What the app does on its own, without reading messages

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

Link spelling check. Before opening a link from a message, the app inspects how the address is written and warns you if it looks forged: the address contains an "@" symbol that would redirect the browser to a completely different site; the domain name is written in characters imitating a different alphabet; the address contains hidden invisible characters; a numeric server address is used instead of a domain name. The link is not blocked or hidden — you are shown where it actually leads, and the decision to follow it is yours.

Unknown sender warning. Until you reply in a chat that you did not start, a banner is shown at the top with the actions "Delete", "Block", and "Report".

Notification upon joining a public group. When you first open a public group, the app informs you that it is a public space and offers to report it or leave if its content is not appropriate for you.

What we do not do. We do not scan the content of your messages — neither on your device nor on the server, neither against databases of prohibited material nor by any other means. Any such scanning would expose conversation content without the consent of the sender and recipient and is incompatible with the very promise of end-to-end encryption.

Public groups and channels

Public groups and channels work differently from private conversations and are moderated differently. Anyone can join a public space, so when a complaint is filed we treat it as a publication, not a private conversation.

How we moderate today. We do not currently apply automatic anti-spam filtering or hash-database matching to public group and channel content. Every complaint is promptly reviewed by a moderation team member; CSAM and credible threats of violence are handled immediately and with the highest priority.

What we can do. Upon a confirmed complaint, a public group or channel is hidden from search and stops being accessible via its address @channel_name / @group_name, new messages are no longer accepted, and the history remains available to existing members. The owner and administrators receive a notification about this directly in the group itself, and the suspension notice is also visible to group or channel members.

48 hours to object. From the moment of suspension, the owner has 48 hours to write to us at igetbanned@mango-connect.com. Until this period expires, the space cannot be deleted — this restriction is built into the moderation system. If an objection is received, the decision is reviewed before deletion, not after. If no objection is received, the group or channel is deleted after 48 hours without the possibility of restoration.

Decisions are made by a human. Every suspension, reinstatement, and deletion is carried out by a moderation team member manually and is logged with the reason and the author of the action. We currently have no automated content removal.

What happens after a complaint

Receipt. We register the complaint and forward it to the moderation team.
Triage. A moderation team member reviews the complaint and determines the necessary measures; complaint content is not processed automatically.
Context gathering. We review the offending account's history, verify the authenticity of submitted screenshots (via Mango metadata, if visible), and cross-reference previous reports against the same account.
Decision. We inform you of the decision we have made — without disclosing internal investigation details and without disclosing the violator's personal data.
Timeframes and measures. We review every complaint within 24 hours. Upon a confirmed violation, within those 24 hours we remove the offending content from the service and permanently disable the violator's account. CSAM and credible threats of violence are handled immediately and with the highest priority.

Possible consequences for the violator

Warning. Applied for a first minor violation.
Temporary suspension. The account temporarily loses the ability to send messages and initiate calls.
Permanent suspension. The account is removed from active access without the possibility of restoration.
Re-registration restriction. For severe violations, we restrict the issuance of new invite codes and block account creation from the same device / fingerprint.
Referral to law enforcement. CSAM, credible threats of violence, and similar cases are reported to the relevant authorities, and we share available metadata as required by law.

If you disagree with the decision

You may appeal a decision within 14 days of our response — to the same abuse@mango-connect.com with the subject line "Appeal: [case number]". The appeal is reviewed by a different team member, not the one who made the original decision. If the appeal is found to be justified, we reverse the measure (account restoration, lifting of restrictions) and explain the reasons for the reversal.

Contacts

Abuse reports

abuse@mango-connect.com

UGC content, spam, threats, CSAM, phishing.

Support

hello@mango-connect.com or @support inside MangoConnect

General questions about the app and your account.

Legal inquiries

legal@mango-connect.com

Requests from government authorities, courts, and legal representatives. Do not use this mailbox for user complaints — we will redirect you back to abuse@.

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