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Contact Support

Version 2.0 · Effective 2026-03-16 · Last updated July 20, 2026

Contact Support

Version 2.1 | Effective Date: June 27, 2026

We are here to help. Whether you have a question about your account, need to report a safety concern, or just want to say hello, you will find the right way to reach us below.

Reporting a Profile or Safety Concern

If you encounter behaviour that violates our community guidelines, we want to hear from you. Here is how to report:

In the App (fastest)

  1. Open the person's profile or conversation.
  2. Tap the three dots menu in the corner.
  3. Select Report and choose a reason.
  4. Add any details that will help our team, then submit.

You can also report individual messages, photos, or video calls using the same three-dot menu or the report button on the video call screen.

By Email

Email safety@hoopfrog.com, for situations harder to capture in-app, or if you have already been blocked by the person you want to report. Safety reports receive priority handling within 24 hours.

Child Safety Reports

HoopFrog is strictly 18+. We believe we all have a genuine moral and legal responsibility to protect children. If you encounter any content involving or potentially involving a minor:

We report all such content to the relevant authorities and cooperate fully with law enforcement investigations.

What Happens After You Report

  • Every report is reviewed by our moderation team.
  • Serious cases are acted on quickly, harassment, threats, and child safety matters within hours.
  • Confidential: The person you reported will not be told who reported them.
  • Outcome: We cannot always share specific outcomes due to privacy obligations, but every credible report is acted on.

How to Reach Us

AI Support Assistant

For instant help with common questions, try our AI Support Assistant. Click the ? button on any page to chat with our support bot, it knows our features, safety tools, privacy policies, and can guide you step-by-step. Available 24/7 in all supported languages, at no cost.

If the chatbot cannot resolve your issue, it will guide you to contact our human support team below.

Email Support

To help us assist you as quickly as possible, please use the email address that best matches your inquiry. This ensures your message reaches the right team from the start.

Email Contacts

  • General Support: support@hoopfrog.com, Account questions, technical issues, billing inquiries, feature requests, and general feedback.
  • Privacy and Data Requests: privacy@hoopfrog.com, GDPR, PIPEDA, and LFPDPPP data requests, Data Subject Access Requests (DSARs), data deletion requests, and privacy concerns. This is also our Data Protection Officer contact.
  • Safety and Abuse: safety@hoopfrog.com, Report harassment, abuse, threats, underage users, suspicious profiles, scams, and any behaviour that makes you feel unsafe. Safety reports are given priority handling.
  • Legal: legal@hoopfrog.com, Legal inquiries, law enforcement requests, court orders, and formal legal correspondence.
  • Press and Media: press@hoopfrog.com, Journalist inquiries, interview requests, media kits, and press statements.
  • Partnerships: partnerships@hoopfrog.com, Business development, integration opportunities, sponsorships, and collaboration proposals.

By Mail

You can also write to us by post at the business address below. Please note that mailed requests take longer to respond to than email; for time-sensitive or safety matters, please email support@hoopfrog.com instead.

HoopFrog Inc.
3-11 Bellerose Drive, Suite 312
St. Albert, AB T8N 5C9
Canada

Response Times

We are a small, dedicated team and we take every message seriously. Here is what you can expect:

  • General Support: We aim to respond within 48 hours on business days (Monday through Friday).
  • Safety and Abuse Reports: Priority handling. We aim to respond within 24 hours, including weekends for urgent matters. If you are in immediate danger, please contact local emergency services (911) first.
  • Privacy and Data Requests (DSAR): We acknowledge receipt within 48 hours and process requests within 30 days as required by GDPR and PIPEDA (20 business days for Mexican users under LFPDPPP). Complex requests may take up to 60 days with notice.
  • Legal Inquiries: We acknowledge receipt within 48 hours. Response times depend on the nature of the request.
  • Press Inquiries: We aim to respond within 48 hours on business days.

Self-Service Options

Many common tasks can be handled directly from your dashboard without waiting for support:

  • Account Settings: Update your profile, change your password, manage your subscription, adjust privacy settings, and download your data from Settings in your dashboard.
  • Block and Report: You can block any user and report problematic behaviour directly from their profile or within a conversation.
  • Data Download: Request a copy of your personal data through Settings > Privacy > Download My Data.
  • Account Deletion: You can delete your account at any time through Settings > Account > Delete My Account.
  • Subscription Management: View your plan, payment history, and cancel your subscription through Settings > Membership.
  • Safety Resources: Visit our Dating Safely page for comprehensive safety tips and emergency resources.
  • Privacy Rights: Learn about your data rights in our Privacy Policy.

Urgent Safety Concerns

Emergency Services

  • North America (Canada, USA, Mexico): Call 911
  • United Kingdom: Call 999 or 112
  • European Union: Call 112
  • Australia: Call 000
  • New Zealand: Call 111
  • Brazil: Call 190 (police) or 192 (ambulance)
  • Iceland Emergency: Call 112
  • Rauði krossinn (Icelandic Red Cross): +354 570 4000

North America

United Kingdom

European Union

Australia & New Zealand

South America

  • Central de Atendimento à Mulher (Brazil): 180
  • Disque 100, Child Protection (Brazil): 100

After contacting authorities, you can reach our safety team at safety@hoopfrog.com for platform-specific follow-up.

Business Address

HoopFrog Inc.
3-11 Bellerose Drive, Suite 312
St. Albert, AB T8N 5C9
Canada

HoopFrog™ is a brand of HoopFrog® Inc..

Please note: HoopFrog Inc. is the company behind HoopFrog. All legal and business correspondence should be directed to this address.

Support Hours

HoopFrog is an online platform available 24 hours a day, 7 days a week. Our support team operates during the following hours:

  • General Support: Monday through Friday, 9:00 AM to 5:00 PM Mountain Time (MT)
  • Safety Team: Safety reports are monitored daily, including weekends and holidays

Emails received outside business hours will be addressed on the next business day, with the exception of urgent safety reports.

Data Protection Officer

For privacy-related matters, our Data Protection Officer can be reached at privacy@hoopfrog.com, as referenced in our Privacy Policy. The DPO oversees our compliance with GDPR, PIPEDA, LFPDPPP, and other applicable data protection regulations.

Written requests for the Data Protection Officer may be mailed to:
Data Protection Officer, HoopFrog Inc.
3-11 Bellerose Drive, Suite 312
St. Albert, AB T8N 5C9
Canada

Feedback

We genuinely value your feedback. If you have ideas for how we can improve HoopFrog, suggestions for new features, or thoughts on your experience, we would love to hear from you. Email support@hoopfrog.com with the subject line "Feedback" and we will make sure it reaches the right people on our team.