tokumai · Support
There are two ways to reach us, and they are not equally private. The one inside the app is the good one. This page explains why, and then gives you the other one anyway — because sometimes the app is exactly what is broken.
Most reports we get are already fixed in a newer build. Check Download first — it takes ten seconds.
Card payments land within a minute, coin payments after a few confirmations. Give it ten minutes before writing.
We cannot help, and that is by design — nobody here can see or restore an account. Why.
Your report travels the same road your questions do: through the mixnet. We receive it without ever learning where it came from — not your address, not your country, not your network. It needs no e-mail address either: the answer comes back into the app, under “Your reports”.
Open tokumai and go to Settings › Support › Report a problem.
There is deliberately no button here that opens the app for you. A link that launched it would put a click from your address and a message arriving over the mixnet a couple of seconds apart — and two events that close together stop being two events. So you open it yourself, whenever you like. That gap is yours, and it is worth more than the convenience.
For when the app will not start, is not installed yet, or the problem is that you cannot get that far. Same categories, same support ID.
Before you use this form: sending from a browser means we see your IP address for the moment of the request — any website does, there is no way around it. We do not store it and keep no access log. But that is us promising, where the app route is us being unable. If that difference matters to you, and it reasonably might, use the app.
Your message lands on our own machine, in a console one person can reach. It does not travel by mail — the only mail leaving here is a note to ourselves saying that something arrived.
You get a support ID like TKM-7QF3. If you left an address, our reply carries it in the subject, so the thread stays in one piece.
Expect an answer within a working day or two. There is no phone number — this is a small operation, and saying so beats a hotline nobody picks up.