Need help with your RedSofa experience? This page covers the fastest ways to reach our team, common troubleshooting steps, and what we need from you to resolve issues quickly. Keep this page bookmarked at https://redsofa.app/support.
Contact Channels
We currently offer support through email while we finish our in-app messaging portal.
- Email: Redsofa2025@outlook.com
- Hours: Monday–Friday, 9:00–18:00 (UTC+8). Critical purchase issues are monitored daily.
- Expected response: Within 24 hours for billing/unlock problems, within 2 business days for general questions.
Please write from the email tied to your Sign in with Apple or Google account so we can locate your profile.
What to Include
Providing the following information helps us investigate without extra back-and-forth:
- Your RedSofa user ID (visible in Profile > Settings) or the email used for login.
- Device details (iPhone model, iOS version) and the RedSofa app version.
- Purchase receipts or transaction IDs for coin packs or memberships.
- Screenshots or screen recordings that show the issue or error message.
Common Requests
Coin or Membership Purchase Issues
- Confirm that the transaction appears in your Apple App Store purchase history.
- Open RedSofa and pull to refresh the Shelf tab; successful purchases usually appear within 60 seconds.
- If coins or membership time are still missing, contact us with the App Store receipt ID.
Locked or Missing Chapters
- Tap the refresh icon in the reader to re-sync unlock status.
- Ensure your subscription is still active (Profile > Membership).
- Send us the book title, chapter number, and any error text if the problem persists.
Account or Login Questions
- Sign out (Profile > Settings > Sign out) and sign back in using the same provider (Apple or Google).
- Apple Sign in with “Hide My Email” users should keep the relay email active so we can respond.
- For account deletion or data export, email us with subject “Privacy Request” to prioritize the ticket.
Escalation Policy
- Billing discrepancies involving double charges or missing content are escalated within 4 business hours.
- Security or privacy concerns are routed directly to our on-call engineer and compliance contact.
- Feature suggestions are tracked but may not receive individualized replies; major releases are posted on our blog.
Data & Privacy Requests
To request a copy of your data or ask for deletion under GDPR/CCPA equivalents, email Redsofa2025@outlook.com with:
- Subject line: “Privacy Request – Copy” or “Privacy Request – Delete”.
- Your RedSofa user ID and the login provider you used.
- Proof of ownership (screenshot of the logged-in app or the relay email from Apple/Google).
We verify requests within 7 days and complete eligible deletions within 30 days unless law requires additional retention.
Stay Updated
Release notes, downtime announcements, and reading tips are shared through the in-app inbox and the RedSofa blog (coming soon). Follow those channels for the latest status updates.
Still Need Help?
Send us a message any time. We appreciate detailed reports—they help us keep RedSofa running smoothly for everyone.
RedSofa Support Team
Email: Redsofa2025@outlook.com