How to Report a Concern
If you encounter behaviour that makes you uncomfortable or violates our community guidelines, we want to hear about it. Here is how to reach us.
Reporting in the App
The fastest way to report someone is directly in the app:
- Open the person's profile or conversation.
- Tap the three dots menu in the corner.
- Select Report and choose a reason.
- Add any details that will help our team, then submit.
You can report a user or their profile from the same three-dot menu. You can also report specific content such as a message or a photo, along with the profile it belongs to.
Reporting by Email
For concerns that are harder to capture in the app, or if you have already been blocked by the person you want to report:
- General concerns: support@hoopfrog.com
- Urgent safety issues: safety@hoopfrog.com, please include "URGENT" in your subject line.
Child Safety
We take any concern involving a minor with the utmost seriousness. HoopFrog is strictly 18+ and we have a zero-tolerance policy for any content that exploits or endangers children. We believe we have a genuine moral and legal responsibility to protect children, and that responsibility sits at the top of everything we do.
If you encounter anything that involves or may involve a minor:
- Report it immediately in-app and email safety@hoopfrog.com with the subject line "CHILD SAFETY".
- Report to the Canadian Centre for Child Protection (Cybertip.ca).
- In the United States, report to the NCMEC CyberTipline.
- In the United Kingdom, report to the Internet Watch Foundation (IWF).
- In all cases: if a child is in immediate danger, contact your local emergency services first.
We report all such content to the relevant authorities and cooperate fully with all law enforcement investigations. This is our obligation, and we take it seriously.
What Happens After You Report
Every report is reviewed by our moderation team. Here is what to expect:
- Acknowledgement. For safety and other urgent reports, we aim to acknowledge within 24 hours. For general concerns, we aim to respond within about 48 hours on business days.
- Review. Our team reviews the reported content against our community guidelines and applicable law.
- Action. Depending on the severity, we may issue a warning, suspend, or permanently ban the account. For illegal content, we notify the relevant authorities.
- Privacy. We keep reports confidential. The person you reported will not be told who reported them.
We cannot always share the specific outcome of a report due to privacy obligations, but we act on every credible concern.
Our Commitment
We believe we have a genuine moral responsibility to protect everyone in this community, especially those who are most vulnerable. We do not treat moderation as a legal formality. Every report matters, and we are committed to acting on it.
Thank you for helping keep HoopFrog safe.