Support that knows as little as possible

One inbox, a real person, and a diagnostic log you can read before you send it. Everything below is written so you can decide how much to tell us, including nothing.

Write to us

spojiti@spojiti.world

Billing, access codes, a bug, a feature you want, or something that simply is not working. We aim to acknowledge within one working day and to give you a real answer or a clear next step within five.

If your question is about a payment, include the Razorpay payment id from your receipt. That is enough for us to find the transaction, we do not need your name, your card, or your phone number, and please do not send them.

Sending a diagnostic log

When something breaks, a diagnostic log usually turns days of guessing into minutes. It is built for exactly this: it records what the app did, never what you said.

How to send one

Do the thing that goes wrong, then export the log; each launch starts a new session, and an export also carries the last lines of the session before it.
Settings → About Spojiti → Diagnostics → Share.
Share it straight to email from your phone, or save it and attach it to a mail to spojiti@spojiti.world.
Tell us what you expected to happen, what happened instead, and roughly when, the timestamp lets us find it in seconds.

Read it first. The export is a plain text file. Open it, scroll it, and satisfy yourself about what is in there before you send it to anyone, including us. We would rather you check than trust us.

What is in a diagnostic log, and what is not

Message content	Never. Not the text, not the media, not a preview. It does not exist in the file.
Your contacts	No names, no handles, no address book. Nothing you could use to work out who someone is.
Phone number or email	Never in the file.
What it does contain	Timestamps, the app build, and technical events, connected, sent, delivered, decrypt failed. Plus shortened identifiers: the first six characters of an account or device id, so we can tell two devices apart in the log without learning who they belong to.

Say this plainly, because it is the one thing that cuts against our whole design: the moment you email us, we hold your email address next to a log containing fragments of your account id. Our architecture is built so that we cannot connect an identity to an account, and choosing to write to us is you handing us that link voluntarily, for as long as it takes to help you. That is a fair trade when something is broken. It should be a decision, not a surprise.

If you would rather stay unlinked

Use a throwaway or aliased email address. We do not need a real one, and we will never ask you to prove it.
Or describe the problem without the log at all. We will do our best; it is slower, and that is a perfectly reasonable price to pay.
Or ask us to delete the thread once it is resolved, and we will, see below.

What happens to what you send

Used for	Answering you, and fixing the bug you found. Nothing else.
Never	Sold, brokered, used to build a profile, or fed to advertising. We do not have an advertising business to feed.
Kept for	Up to 12 months after your issue is closed, then deleted from the support mailbox by hand. Ask us to delete it sooner and we will.
Who reads it	The engineers who build Spojiti. No outsourced support desk.

To ask for a copy of what we hold about you, or to have it erased, write to the address above with the word DATA in the subject line.

Report abuse or a security issue

Abuse. Spojiti has in-app blocking and reporting: the sender is blocked at once, without being told, and you choose whether the report reaches us. If it does, the messages you choose come to us, the whole chat or the ones you select: theirs with cryptographic proof that they sent them, which we check, and yours marked as unverified. We see nothing you did not send. Start in the app; if you cannot, write to us with the word ABUSE in the subject.

Found a vulnerability? Please tell us before you tell the internet. Use the subject line SECURITY. We will acknowledge within one working day, keep you updated, credit you if you want the credit, and we will not threaten you with lawyers for reporting a bug in good faith.

Company

CognitionX Logic India Pvt Limited
Corporate office: 118/6B, Haralur Main Rd, Haralur, PWD Quarters, 1st Sector, HSR Layout, Bengaluru, Karnataka 560102, India
spojiti@spojiti.world

Grievance Officer
Published as required under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.

Officer	Grievance Officer, CognitionX Logic India Pvt Limited
Contact	spojiti@spojiti.world, subject line GRIEVANCE
Address	Corporate office: 118/6B, Haralur Main Rd, Haralur, PWD Quarters, 1st Sector, HSR Layout, Bengaluru, Karnataka 560102, India
Response	Acknowledged within 24 hours, resolved within 15 days

A real person reads this, not a ticketing queue. If a grievance is not resolved to your satisfaction, you may escalate to the Grievance Appellate Committee established under the same Rules.