Getting Started

How to contact StudyStream support

Start a chat (fastest for most things) The support chat is the right channel for: - Billing and subscription questions - Login and account problems - Bugs and technical issues - Anything else product-related On the web Click the round chat icon in the bottom corner of app.studystream.live — that's the StudyStream support chat. It works whether or not you're logged in. (In a focus room the bubble hides while a side panel such as the chat or participant list is open — close the panel first.) On the mobile app (iOS & Android) - Tap your profile picture (top-left) → "Support". - Not logged in? Tap "Need help? Support" on the sign-in screen. - Some error messages also include a direct support link. Tip: chat while logged in if you can — we can then verify your account automatically and skip the security questions. If you're not logged in, we'll ask for the email address of your StudyStream account so we can find it — for your security we can only make account changes after verifying you. Feature requests and ideas Have an idea for StudyStream, or feedback on a feature? Don't send it to support — post it on our feedback board: log in and go to app.studystream.live/feedback. You can submit ideas, vote on other people's suggestions, and follow what we're building — the product team reads it directly. (Posts are reviewed before they appear, so give it a little time.) Moderation team (bans, blocks, age locks, role changes) Some things are handled by our moderation team instead — email webapp.reporting@studystream.live from the email linked to your account for: - Appealing a ban or timeout - An account deactivated or blocked by StudyStream - Age / date-of-birth locks and corrections - Role changes (when the one self-serve change is used) When you email them, send it from the address on your StudyStream account — it's how they verify it's really you, and it makes everything faster. Urgent incidents in the rooms For behavior that needs immediate action (explicit content, harassment happening right now), report it directly in the room: open the user's menu (web) or long-press their tile (mobile) and choose "Report user". Rooms are moderated 24/7, and moderators can remove and ban offenders within minutes. See: Reporting users and appealing bans. Reporting a bug? Include this and save a round-trip The single most useful thing you can do is send the full picture in your first message: 1. What happened and what you expected instead 2. A screenshot or screen recording of the issue 3. Your device and model (e.g. iPhone 13, Windows 11 laptop) 4. Your browser (e.g. Chrome, Safari) or the mobile app, and its version if you know it 5. The country you're connecting from, and whether you use a VPN 6. The email address of your StudyStream account With that we can usually reproduce the problem straight away. (We support iOS 15+ and Android 8+, and the latest versions of major browsers.) Requesting a copy of your data You can request a copy of your personal data (including your chat messages) — start a chat with us from your account. For privacy reasons the export includes your own messages, not what others sent you, we'll verify your identity, and preparing it can take a couple of weeks. A few things we can't do — so you don't have to ask - Send you your password (use "Forgot Password?" — it's the only way) - Share another user's data (name, email, activity) - Recover a permanently deleted account - Refund App Store payments (only Apple can — see: Refunds)

Verifying your phone number

New StudyStream accounts confirm a phone number once, by text message. On the web the check comes up after your first focus session; in the mobile app it comes up right after you sign up or log in. It takes about a minute, and you only do it once. You're asked only after your email address is confirmed; if you're still on the email step, finish that first. Why do you ask for my phone number? Focus rooms are live video with real people, and one verified phone number per account is the simplest way to keep out bots and repeat-offender accounts. That is all it is used for. - Your number is never shown to other users, on your tile, or on your profile. - We do not use it for marketing, and we do not send anything to it apart from the verification code. - Accounts created before phone verification was introduced are not asked. How to verify On the web 1. When the "Phone number verification" window appears (it also opens from the "Verify phone" button after your first session), select your country code from the dropdown. 2. Type your mobile number without the leading zero (for example, a UK number starting 07… is entered as 7…). 3. Click "Send an SMS to +…". 4. Copy the six-digit code from the text message into "Enter code". The code is valid for 15 minutes. On the mobile app (iOS & Android) 1. On the "Verify your phone number" screen, pick your country code. 2. Enter your mobile number without the leading zero. 3. Tap "Send SMS". On the "Check your phone" screen, type the six-digit code from the text message (your phone may fill it in for you). The code is valid for 15 minutes. 4. Typed the wrong number? Tap "Change phone" and start again. "Resend" becomes available 5 minutes after the last SMS. The login only shows a phone number screen If you logged in with your email, Google or Apple and landed on a "Verify your phone number" screen instead of the app, that is this verification step, not a different login method. Your login worked. Enter your mobile number and the code as described above and you will be taken into the app. There is no email-based alternative to this screen; if the code cannot reach you, see Support can verify you another way below. The code hasn't arrived Most missing codes turn up within a couple of minutes. In the meantime: - Check that the country code matches your SIM and that you left out the leading zero. - Check your phone's spam or blocked-messages folder if it has one. - Make sure the phone has signal and can receive texts from unknown numbers. - You can request a new code 5 minutes after the previous one. Two or three tries a few minutes apart are normal, some mobile carriers are slow to deliver. If the code still hasn't arrived after that, see Support can verify you another way below. "Too many attempts" or "Too many verification attempts were made" After several sends or wrong codes in a row, the SMS service pauses new attempts for a while: "Too many attempts. Please wait a while before trying again." Wait a few minutes, then try once. On the web, "Send SMS again" shows a 5-minute countdown after each send, so you can't accidentally spam it. If this message comes straight after a refused send, the page points you to support — use that link rather than retrying. "The SMS service is temporarily unavailable" This is a short hiccup at the SMS provider, not a problem with your number. Wait a few minutes and try again. On the web, after the third refusal in a row the message changes to "Google's SMS service keeps refusing to send a text to this number" with a contact-support link; at that point stop retrying and contact us (below). "SMS verification is not supported for some regions and carriers" A small number of countries and mobile carriers cannot receive our verification texts at all. If you see this message after a couple of tries, you don't need to keep retrying. Contact us and we will verify your account another way. "We couldn't confirm you're not a robot" This comes from the bot check that protects the SMS service, not from your country or your number: "We couldn't confirm you're not a robot. Please try again. If it keeps happening, disable ad blockers or VPN for this page, or contact support and we'll verify your account another way." Turn off your VPN or ad blocker for the page, reload and try once more; if it keeps failing, contact us (below). "This number is already verified on another account" A phone number can only be verified on one StudyStream account. A number from an account its owner deleted is free to use again; a number on a deactivated or blocked account is not. If you see this message, you already verified this number on another account of yours. On the web, click "Log in to that account" in the message to switch to it (in the app, log out and log in with the other account's email), or verify with a different number. If you don't recognise the other account, contact us (below) and we'll look into it. Support can verify you another way If the code cannot reach you, start a chat with us at app.studystream.live or in the StudyStream app (no login needed). To confirm the account is yours we will ask for two photos: - a close-up photo of a government-issued photo ID that shows your name, and - a photo of you holding that same document. Once we've checked them, we mark your account as verified and you can carry on without entering a number: in the app tap "Check verification status" if the screen shows it (otherwise close and reopen the app), on the web reload the page. We delete the photos from the conversation afterwards. I'd rather not give my phone number The step can't be skipped, but it is a one-time check and the number stays private. If you still prefer not to enter it, the photo-ID route above works for you too. Is my number visible to anyone? No. Other users only ever see your display name, your tile and whatever you choose to put on your profile. Your phone number and email address stay private to your account.

Finding your way around the website and the app

One account, two apps: the website at app.studystream.live and the StudyStream app for iOS and Android. Rooms, pins, chats, tasks, groups, streaks and your subscription are shared, but the two look different, and some features live on only one of them. When a guide says "on the web" it means the website in a browser, on a computer or on a phone; "on the mobile app" means the app from the App Store or Google Play. On the web - Left sidebar: Home, FocusBuddies, Conversations, Groups, Leaderboards, Focus sessions, Feedback, and the Light/Dark mode switch at the bottom (hidden on narrow windows). - Top-right icons, left to right: Quiet Mode, What's new, Tasks, Chats, Pomodoro Timer, Notifications, then your profile picture. On narrow windows they fold into a drawer behind an arrow button. - Profile picture menu: View profile, View stats, Privacy settings, Account settings, Profile settings, Manage subscription (and Purchase hours on Free and Basic), plus the theme switch. - Inside a room: the room bar at the top (views, participant list, filters, Spaces) and the "Your video tile" panel for camera, backgrounds and your tile message. See: Focus rooms: everything you can do. On the mobile app (iOS & Android) - Bottom bar, five icons without labels, left to right: Home (the circle fills as today's minutes count toward the 30-minute streak goal), Feed, the AI button in the middle (AI Quiz and AI Notes), Groups and Tasks. - Top of Home: tap your profile picture (top-left) for Profile, Settings and Support; the search (find people) and chat (your DMs) icons are at the top-right. - Settings rows: Your role · Personal details · Privacy settings · Reminders · Communication preferences · Switch theme · Manage account · Manage subscription · Restore purchases · Subscription FAQs · Log out. - Inside a room: tap a tile for its controls, double-tap a tile to pin it, long-press for the menu (encourage, follow, hide, report, block). Your own tile's long-press opens the room Settings (also the gear in the bottom bar, which further holds the camera toggle, "See who pinned you", Participants and Focus+). Where is…? | | Website | Mobile app | |---|---|---| | Your statistics | Profile picture → "View stats" | Profile picture → "Profile" → "Stats" | | Who pinned you | Cards on the Home page | "See who pinned you" card on Home, or the pin counter in a room | | Your tasks | Tasks icon (top-right) or "Today's tasks" on Home | Tasks icon (bottom bar) or "Today's Tasks" on Home | | Messages | "Conversations" in the sidebar, or the Chats icon | Chat icon at the top-right of Home | | Groups and the feed | "Groups" in the sidebar; the feed on Home | Groups and Feed icons on the bottom bar | | Notifications | Bell icon (top-right) | Push notifications; toggles under Settings → "Communication preferences" | | Privacy settings | Profile picture → "Privacy settings" | Profile picture → "Settings" → "Privacy settings" | | Deactivate or delete the account | Profile picture → "Account settings" | "Settings" → "Manage account" | | Your subscription | Profile picture → "Manage subscription" | "Settings" → "Manage subscription" (store subscriptions) | | Support | The chat bubble, bottom-right | Profile picture → "Support" | A few things are by design on one platform only - Spaces (small groups with voice and shared tasks) need a desktop-size window on the website. On a tablet, turn it to landscape. See: Spaces: study together (and talk) in a focus room. - AI Quiz and AI Notes are in the app (Premium). The website shows a link to the stores instead. - Subscriptions bought on the website are managed on the website; subscriptions bought in the App Store or Google Play are managed in that store. Either kind works in both apps. The Buddy plan, extra focus room hours and streak repair are bought on the website. See: Cancelling or changing your subscription. - Two-factor authentication is switched on from the website; both the website and the app ask for the code at login. - Time zone: accounts created in the app start on UTC until you set a time zone ("Settings" → "Personal details" → "Time zone", or "Profile" → "Stats" → "Update Timezone"), which decides when your streak day and daily limit reset. See: Editing your profile and account details. The website works on a phone too, so if something you're looking for isn't in the app, open app.studystream.live in Safari or Chrome and log in with the same account.