Chat support
Support now runs over XMPP at [email protected], a low-data, privacy-preserving chat on Cloak's own server. Add Cloak's public key from cloak.uno/pgp.txt if you want the conversation end-to-end encrypted.
Chat on XMPPWhat to include
When you message support on XMPP about sign-in, billing, transfer, sharing, client, or Object questions, include the approximate time, operating system, client version, affected feature, and request identifier when available.
Specialist addresses
- Security vulnerabilities, [email protected]
- Harmful or unlawful use, [email protected]
- Privacy rights and data questions, [email protected]
- Terms and legal process, [email protected]
- General product questions, [email protected] (XMPP)
Encrypt sensitive email (strongly recommended)
Every @cloak.uno address is hosted by a third-party email provider, not by Cloak's own infrastructure. That provider can technically read the plaintext content of anything sent to or from these addresses. If your message includes anything sensitive, a vulnerability report, an abuse report with evidence, a legal notice, or personal detail, encrypt it with Cloak's public key at cloak.uno/pgp.txt before sending. This applies to every address above, not only security@.
Never send
- A complete account number
- A recovery key or encryption key
- An API secret or share password
- Identity documents or a selfie
- An illegal file or unencrypted private content
Useful safe details
- The last four account digits when support needs to distinguish tickets
- A redacted screenshot
- A request or incident identifier
- A transaction reference with unrelated wallet or card data removed
- Steps that reproduce a technical problem using test data
Response targets
Cloak is operated by a small team rather than a 24-hour call center. Standard tickets are handled in the ordinary queue. Private 500 GB priority tickets are placed ahead of standard requests, and Private 1 TB includes the published 12-hour support-response SLA. We aim to acknowledge security and urgent abuse reports within three business days.
Legal notices
Send contractual questions and legal notices to [email protected]. Cloak accepts notices sent to that address when the sender receives a non-automated acknowledgment. These Terms are governed by Belize law.