A subject, not an endless form
You pick your subject from a list. There is no free-text field at all: that's deliberate, so sensitive information doesn't end up in a ticket. We ask you the right questions when we reply.
Support
We'll get back to you
A problem signing up, signing in, with a plan, a bug, a doubt? Choose your subject, tell us where to reach you, and our team comes back to you by email or by text.
A reference to keep
Every request gets a reference in the form SUP-…. Keep it: it lets us find your file straight away if you write to us again.
Your contact details are encrypted
The email address or number you leave us so we can reply is encrypted in our database. A closed file is kept for one year, then destroyed.
The available subjects
Picking the right subject saves everyone time: it's what routes your request to the right person.
| Subject | Choose it when… |
|---|---|
| Sign-up | the account won't create, the code never arrives. |
| Sign-in and password | you can't get in, two-factor is blocking you, the device isn't recognized. |
| Plan and subscription | a question about your tier, your renewal date or auto-renewal. |
| Billing and payment | double charge, missing receipt, unexpected amount. |
| Referrals | your code wasn't applied, a credit is missing. |
| Bug or technical problem | the app crashes, a screen won't load, something isn't behaving normally. |
| Encounter detection | you aren't crossing paths with anyone, or far fewer than before. Check this first. |
| My account and my data | export, deletion, a privacy question, exercising your rights. |
| Account security | you suspect an intrusion, you see an unfamiliar session. |
| Account suspended, frozen, or report | your account is blocked, or you want to revisit a report. |
| Suggestion | you have an idea. We read all of them. |
| Other | none of the above fits. We'll sort it out when we reply. |
You can also open a ticket from the app: from your profile, or by tapping the “First version of ProxiBlu. A problem? Open a ticket.” line at the bottom of the screens — or, on a computer, in the Tickets tab of the “My account” portal. The team replies, and its answer can be read in the app as well as on the portal; a notification and an email let you know. A ticket automatically includes the installed version and the device model, which helps us a great deal with a bug.
Safety
If something goes wrong
An app that leads to real meetings carries a real responsibility. Here is what you have at your disposal, from the simplest to the most serious.
Reporting someone
From a match, a plain encounter or a profile in “My places”, choosing one of eight reasons. The necessary evidence is copied at the moment of the report, so it stays reviewable even if the person deletes their content. A member of the team reads every file. A public event or group, and each of its messages, can be reported too.
Blocking
Immediate and silent: the person isn't told, can no longer write to you, no longer sees you, and both your beacons are renewed so you can never cross paths again. Blocking works both ways.
Sharing your location with someone you trust
Before a first date, send a link valid for 1 to 12 hours that follows your live location. The link shows neither your identity nor the other person's, and switches itself off at the deadline.
Going to meet
From a match's profile, fill in the place, date and time of the meetup, and a comment if you like. If you've accepted geolocation, your phone sends your precise location right away, then 1 h, 30 min, 10 min and 5 min before, at the time of the meetup, and every 15 minutes for 6 hours; “Stop sharing” ends it whenever you like. Without geolocation, the meetup is recorded with no location.
You can let one or more friends from the app know: they get a message with the place and time, and see the meetup and your latest location on your friend profile, up to 24 h after sharing ends. The person you're meeting knows nothing about it.
These locations are kept in the clear, without end-to-end encryption: the team can review them as a safety record, and they could be shared with authorities on a valid legal request in the event of an incident. They're erased after six months, or as soon as you remove the meetup.
If you are in immediate danger, call 911. We are not an emergency service and cannot intervene in real time. Tell us afterwards: we cooperate with authorities on valid legal requests.
Exploitation of a minor. Zero tolerance, no exceptions. The content is immediately pulled from circulation, the account is frozen, and we are legally required to report it to the competent authorities — in Canada, through Cybertip.ca. Our child safety standards set out what we do.
Good habits before a first date
- A public place, at a time when others are around. Not your home, not theirs.
- Your own transport, there and back, so you can leave whenever you want.
- Someone who knows — which is exactly what location sharing and “Going to meet” are for.
- Never money. No request for money, gift cards or investments is legitimate, however good the story.
- Trust your discomfort. You owe nobody an explanation for leaving.
Remember: an encounter proves physical proximity, not good intentions. We do not verify anyone's identity or background.
My account
Manage everything from a browser
The web portal covers the essentials of the app — your encounters, your places, your connections, your profile — on a big screen and a real keyboard. And it stays available even if you uninstalled the app or changed phones.
Encounters
Your list, with the same search as the app's magnifier. Like, add to favourites, ignore, delete — “Deleted encounters” keeps them 24 h —, introduce someone to your friends, report. Your favourites and ignored profiles have their own page.
My places
Today's list — like, skip — and its search by place or by attributes. The editor for your places, on a map or by address, and your dynamic place, set on the map.
Connections
Your matches and your friends, each with their page: “Ask to be friends”, “Show to my friends”, “Introduce to my friends”. Sharing requests to accept or decline, what your friends show you, and removed matches to put back.
Profile
Your photos, your description, your nickname, your public tagline if your plan allows it, your search preferences and your contact details.
Billing
Your current plan, the renewal date, the history — and the button to switch off auto-renewal.
Security
Your active sessions, to close one at a time or all at once, two-factor authentication, and changing your password.
My data
Download a copy of your data, or delete your account for good. Without going through us.
What stays on your phone
Conversations, “Live”, the location you send a friend and “Going to meet”. And encounters are born from the phone's Bluetooth: the portal shows them, it doesn't create them.
Messages aren't on the portal, and that's deliberate. They are end-to-end encrypted: the key that reads them lives on your phone and exists nowhere on our servers. No website could display them.
Exercising your rights over your data
Export and deletion are self-service, in the app's settings and from your account on the web — no need to go through us, and no need to reinstall the app if you removed it.
For any other privacy question, or to reach the person responsible for the protection of personal information, write to philippe@leblond.info [privacy contact address to be confirmed before publication], or choose the “My account and my data” subject in the form.
The detail of what we keep, for how long and who it is shared with is in the privacy policy.
Ready to write to us?
Two minutes is enough. Pick your subject, tell us where to reply.