39 lines
1.8 KiB
Markdown
39 lines
1.8 KiB
Markdown
---
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title: "Privacy & Getting Help"
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locale: en
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slug: privacy-and-support
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audience: guest
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summary: "Understand what data is stored, how to request deletions, and how to contact support."
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version_introduced: 2025.4
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requires_app_version: "^3.2.0"
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status: draft
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translation_state: aligned
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last_reviewed_at: 2025-02-22
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owner: legal@fotospiel.app
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related:
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- slug: getting-started
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- slug: offline-sync
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---
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## Data we store
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- **Photos & captions**: Stored on the customer account’s encrypted storage for the retention period defined by the event organizer.
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- **Session ID**: Anonymous token generated on your device for upload tracking; resets if you clear app storage.
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- **Device metadata**: Only model + OS version, used for crash insights. No location, contacts, or advertising IDs.
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## Your controls
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1. **Delete individual uploads**: Open the photo → tap `…` → *Remove from event*. You can delete only your own items.
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2. **Erase local cache**: Settings → Storage → *Clear device copies*. This removes cached thumbnails and drafts.
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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.
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## Support channels
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- **In-app**: Settings → Help → *Contact support*. Includes optional screenshot + diagnostics bundle.
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- **Email**: guests@fotospiel.app (mention event code + device model).
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- **On-site**: Ask the event staff to escalate via the customer admin app.
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## Response times
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- Critical issues (uploads failing for entire event): <15 minutes.
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- Individual deletion or privacy questions: within 48 hours.
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### Need more help?
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Review the public legal pages (Impressum, Privacy, AGB) under Settings → Legal, or contact the event organizer directly for customer-specific policies.
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