Help & FAQ

1. Getting started & account access

1.1 Who can use StoryMahzeni?

People aged 18 and over can use the app, subject to the Terms of Use / EULA. Trial access follows the same age and community rules as other accounts.

1.2 Why do I have to accept the terms?

Before proceeding with an account, you must explicitly accept the EULA and community rules. The confirmation starts unchecked. It includes an 18+ declaration and zero tolerance for objectionable content or abusive behaviour. If you disagree, choose the option to leave rather than continue.

1.3 Is my identity anonymous?

Other readers see your chosen display name and avatar rather than your account email. Personal details in your stories can still identify you. Pseudonymous use does not mean activity is invisible to the service operator. Read the privacy explanation.

1.4 I cannot sign in. What should I do?

Use the same method you used to create your account. For email accounts, use the password-reset option if needed and check your spam folder. For a provider account, use that provider’s sign-in. If access still fails, tell support your device, app version, sign-in method, and the error text. Do not share a code or password.

2. Writing, publishing & AI

2.1 How do I edit or delete my story?

Open your own story and use its menu to edit or delete it. Review the confirmation before deleting; deletion is permanent. Drafts and published stories may offer different actions.

2.2 Why are parts of my text replaced with asterisks?

Text filters mask detected profanity and contact-sharing patterns in supported publishing flows. This can include phone numbers, email addresses, links, or social-media handles. Do not disguise prohibited text to evade a filter. If harmless text is affected, contact support with enough context to investigate.

2.3 Does passing a filter mean my story is allowed?

No. Automated checks cannot understand every context and do not approve a post. The Community Guidelines still apply, and moderators may remove material after review. See how filtering works.

2.4 How do AI writing tools work?

Where offered by your plan, submit an idea or text from the writing tools and review the generated result. Availability and quotas are shown in the app and can vary by plan. Do not include confidential information. You remain responsible for what you publish; the Privacy Policy explains AI processing.

3. Safety, reports & blocking

3.1 How do I report inappropriate content?

Use the report option on the relevant story, comment, profile, or conversation. Choose the closest reason and add factual context. If you cannot find the option, email support with details that identify the content. Deliberately false or retaliatory reports are prohibited.

3.2 How quickly are reports reviewed?

We aim to review reports within 24 hours and prioritise credible threats and child-safety concerns. This is a target, not a guarantee of completion. Reporting does not necessarily remove the content immediately for everyone. Contact local emergency services if someone is in immediate danger.

3.3 How do I block someone?

Use the blocking option on the user’s profile or the relevant in-app menu. You can manage blocked accounts in the app settings. Blocking limits unwanted interaction; it is separate from a moderation report. Report harmful behaviour as well when appropriate.

3.4 What if I suspect grooming or child exploitation?

Report the account or content promptly and follow our child-safety reporting instructions. Do not forward illegal imagery or investigate the person yourself. For immediate danger in Türkiye, call 112.

3.5 Why was my account restricted?

Restrictions may follow detected violations, moderator review, or safety concerns. Read the notice shown in the app. If you believe it is wrong, email support with the account concerned, the notice, and a short explanation. Do not create another account to bypass the restriction.

4. Private messages & notifications

4.1 How do I use private messages?

Use the available messaging option on another user’s profile. Account restrictions, blocking, and feature availability can prevent contact. Respect another person’s decision not to respond.

4.2 Are messages end-to-end encrypted?

No. Messages are stored to provide the feature and relevant information may be reviewed for safety, support, or legal reasons. Message filters can reject detected violations and restrict offending accounts. Do not send sensitive documents or passwords.

4.3 Why am I not receiving notifications?

Check the app’s notification preferences and the operating system’s permissions. Device battery or network settings can affect delivery. Notification delivery is not guaranteed and should not be relied on for emergencies.

5. Plans, promotions & billing

5.1 What is free and what is paid?

Core storytelling features are available in the free app, which may show ads. Optional paid plans and promotions provide the benefits listed on the current purchase screen. Features, allowances, prices, and availability vary by store and plan.

5.2 How do I cancel a subscription?

Cancel through the store account used to purchase:

• Apple: open device Settings, your Apple Account, then Subscriptions.
• Google Play: open your profile, Payments & subscriptions, then Subscriptions.
• Check the renewal date and the store’s cancellation confirmation. Uninstalling the app or deleting your StoryMahzeni account does not cancel billing.

5.3 A purchase is missing. What should I do?

Check that you are signed into the original store account, then use the restore-purchases option if available. If support is needed, send the store transaction reference and error message, with unrelated financial details removed.

5.4 Can I request a refund?

Use the refund process provided by Apple or Google for the relevant purchase. Eligibility depends on the store rules and applicable law. StoryMahzeni support can help investigate an entitlement issue but cannot promise the store’s decision.

5.5 What does a story promotion guarantee?

The purchase screen explains its duration and placement. Promotion does not guarantee a number of reads, likes, or followers and does not bypass safety rules. Check the current offer before confirming payment.

6. Privacy, deletion & contacting support

6.1 How do I delete my account?

In the app, open Settings → Delete Account and follow the confirmation. The Turkish labels may appear as Ayarlar → Hesabı Sil. Account deletion is permanent. If you cannot access the app, email support for help with a deletion request and account verification.

6.2 Does deleting my account erase everything immediately?

Account deletion removes your account and associated content through the deletion process. Some legal, security, transaction, or backup records may have separate retention needs. Copies saved by others may remain outside our control. See retention and deletion. Cancel a store subscription separately.

6.3 How do I ask for my privacy rights?

Email support with the account concerned and the right you want to exercise. Avoid sending unnecessary sensitive information. See your privacy rights for details.

6.4 What should I include in a support request?

Write to destek@storymahzeni.com. To help us investigate, include:

• A clear description and the approximate time of the issue.
• Your device, operating system, app version, and relevant display name or content reference.
• The error text or a screenshot with private information removed. Never send passwords, verification codes, or suspected illegal imagery.