Support
Support runs on email. No ticket machines, no bot menus — a human reads every message and a human answers.
How it works
Email us
Write to either address with a clear subject. Include steps to reproduce for bugs, or screenshots for anything visual.
We dig in
A human reads it, reproduces it if it's a bug, and follows up if we need more detail. Serious stuff goes straight to the CEO.
You get a reply
Within 24–48h via email (often faster). Security issues same day. The whole thread stays in your inbox — easy to search.
Priority paths
- Security vulnerability → email dxn1.0day@gmail.com — skips the queue, owner sees it immediately. See Responsible Disclosure →
- Sonderr issues → email dxn1.0day@gmail.com or danipostma123@gmail.com, or open an issue on GitHub.
- Data requests → we hold nothing to export or delete. See Privacy →
Common requests & where they go
| Request | Fastest path |
|---|---|
| Account help / lost access | Email with subject "Account help" |
| Data export or deletion | Email, subject "Data request" |
| Report a user | In-app hold → Report, or email |
| Security issue | Email, subject "Security vulnerability" |
| Sonderr issues | Email, subject "Sonderr" — or GitHub issues |
| Press | Email, subject "Press" |
Response times
💬 General
Within 48 hours — usually much faster. The CEO reads every message personally.
🐛 Report a problem
Within 24 hours — include steps to reproduce and we'll fix it fast.
🔒 Security
Same day — often within hours. Security issues skip the queue.
🛡️ Child safety
Immediate — handled instantly and reported to law enforcement.
What not to do
- Don't trust anyone claiming to be staff — support runs only on the two email addresses above. Nothing else is official.
- Don't send the same message twice in an hour — you're just queueing yourself.
- Don't send money to anyone who isn't writing from one of the official email addresses above.
Frequently asked
Is there a Discord?
No — the studio has stepped away from Discord entirely. Email is the only official channel now; anything claiming otherwise is impersonation.
Why email instead of a ticket system?
Email keeps the whole thread in your inbox, works everywhere, and there's no portal to log into. We read everything and reply from the same address.
Do you support other languages?
Currently English and Dutch. We can handle basic Russian. If you write in another language, we'll do our best — Google Translate exists for a reason.