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komplette überarbeitung des Gäste-Hilfebereichs und Ergänzung eines One-Time-Containers zum Aktualisieren der Hilfedokumente

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2025-12-24 16:23:55 +01:00
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docs/help/en/guest/privacy-and-support.md
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---
title: "Privacy & Getting Help"
title: "Privacy & Support"
locale: en
slug: privacy-and-support
audience: guest
summary: "Understand what data is stored, how to request deletions, and how to contact support."
summary: "Understand what data is stored and how to get help."
version_introduced: 2025.4
requires_app_version: "^3.2.0"
status: draft
translation_state: aligned
last_reviewed_at: 2025-02-22
last_reviewed_at: 2025-12-24
owner: legal@fotospiel.app
related:
- slug: getting-started
- slug: offline-sync
- slug: settings-and-cache
- slug: notifications-and-push
---
## Data we store
- **Photos & captions**: Stored on the customer account’s encrypted storage for the retention period defined by the event organizer.
- **Session ID**: Anonymous token generated on your device for upload tracking; resets if you clear app storage.
- **Device metadata**: Only model + OS version, used for crash insights. No location, contacts, or advertising IDs.
- **Photos & metadata:** Your uploads live in the event organizer’s storage.
- **Display name:** Shown next to your uploads.
- **Device ID:** Anonymous token used for upload and like attribution.
- **Push subscriptions (optional):** Only if you enable notifications.
## Your controls
1. **Delete individual uploads**: Open the photo → tap `…` → *Remove from event*. You can delete only your own items.
2. **Erase local cache**: Settings → Storage → *Clear device copies*. This removes cached thumbnails and drafts.
3. **Request full erasure**: Use Settings → Help → *Request data deletion*. Provide email for confirmation; we forward the request to the event admin who controls the customer account.
We **do not** store location data, contacts, or advertising IDs.
## Support channels
- **In-app**: Settings → Help → *Contact support*. Includes optional screenshot + diagnostics bundle.
- **Email**: guests@fotospiel.app (mention event code + device model).
- **On-site**: Ask the event staff to escalate via the customer admin app.
## Your options
- **Change display name:** Settings → Profile.
- **Clear local data:** Settings → Clear cache (removes offline copies and queued uploads).
- **Request deletion:** Contact the event team or use the contact address in the invite.
## Response times
- Critical issues (uploads failing for entire event): <15 minutes.
- Individual deletion or privacy questions: within 48 hours.
## Support
- **On-site:** Ask the event staff.
- **Invite email:** Reply directly to the invitation.
- **Email:** support@fotospiel.de (include event code + device info).
### Need more help?
Review the public legal pages (Impressum, Privacy, AGB) under Settings → Legal, or contact the event organizer directly for customer-specific policies.
See `settings-and-cache` for device options or `notifications-and-push` for alerts and status.