---
title: "Privacy & Getting Help"
locale: en
slug: privacy-and-support
audience: guest
summary: "Understand what data is stored, how to request deletions, and how to contact support."
version_introduced: 2025.4
requires_app_version: "^3.2.0"
status: draft
translation_state: aligned
last_reviewed_at: 2025-02-22
owner: legal@fotospiel.app
related:
  - slug: getting-started
  - slug: offline-sync
---

## 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.

## 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.

## 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.

## Response times
- Critical issues (uploads failing for entire event): <15 minutes.
- Individual deletion or privacy questions: within 48 hours.

### Need more help?
Review the public legal pages (Impressum, Privacy, AGB) under Settings → Legal, or contact the event organizer directly for customer-specific policies.