Help with Tokmia

Account

I can’t sign in

Use Forgot password on the sign-in screen and we’ll email a reset link to the address on the account. If that address no longer works, write to support from any address and tell us the username — we’ll take you through verifying that the account is yours.

How do I delete my account?

In the app: Settings → Account → Delete account. You don’t need to ask us and you don’t need to explain why. If you have already uninstalled Tokmia, use the request route on our account deletion page.

Deletion has a 30-day grace period. During those 30 days your account is inaccessible to everyone else, and signing back in restores it completely. After 30 days it is permanent and we cannot bring it back. If you only want a break, use Deactivate instead — it hides your profile and lives without starting the clock.

Can I get a copy of my data?

Yes. Settings → Account → Download my data compiles your profile, lives, messages, vocabulary and achievements and prepares them for export. You don’t need to file a request with us to get it.

Messages and people

Why can’t I message someone?

Direct messages require a mutual follow. You follow them, they follow you back, and then the conversation opens. If either follow is missing, the message won’t send.

Two other possibilities: they may have set messages to No one, or they may no longer have an active account. We deliberately don’t distinguish between these cases in the app, so the error you see is the same either way. More on why in Safety.

How do I block or report someone?

Our Community Guidelines set out what is and is not allowed. To act on it: open their profile, tap the menu in the top corner, and choose Block or Report. Blocking is silent and works both ways; it also removes the follow relationship in both directions, which is what closes the message channel. You can still report someone after blocking them, and blocking never deletes the conversation a report might need to reference.

Someone behaved badly in a live. What now?

If you host the live, you can mute, remove or ban them from it directly. If you don’t, tell the host — they have those controls — and report the account so it’s on record beyond that one live. Voice is not recorded, so a report about something typed will always be easier to act on than a report about something said aloud. Reporting is still the right thing to do; it’s what builds the pattern.

In a live

I can’t hear anyone, or nobody can hear me

• Check that Tokmia has microphone permission in your phone’s settings.
• Check you’re not muted — and that you’re actually a speaker rather than in the audience.
• Close other apps holding the microphone, especially calls and voice notes.
• If you’re on mobile data with a weak signal, switch to Wi-Fi and rejoin the live.

If it keeps happening on the same device, write to us with the phone model and OS version.

How do I get on stage?

Tap Raise hand and the host will bring you up when there’s space. Some hosts leave the stage open, in which case you can speak without asking. A live holds up to eight speakers, or twelve if the host has Pro.

The app stopped my audio when I locked my screen

It shouldn’t — audio is meant to continue with the screen off. If it doesn’t, check whether your phone’s battery optimization is set to restrict Tokmia in the background; on many Android devices this is on by default and will end calls. Setting Tokmia to “unrestricted” battery usage fixes it.

Pro and billing

How is Pro billed?

Through the App Store or Google Play, on the account you bought it with. Pricing is set per store and per region, so the figure you see in the app before you confirm is the figure you’ll be charged.

How do I cancel?

Subscriptions are managed by the store, not by us, so canceling happens there:

• iOS: Settings → your name → Subscriptions → Tokmia → Cancel.
• Android: Play Store → profile icon → Payments & subscriptions → Subscriptions → Tokmia → Cancel.

Canceling stops the renewal. You keep Pro until the period you already paid for runs out.

I paid but Pro hasn’t appeared

Confirmations occasionally arrive late. Try Settings → Subscription → Restore purchases first. If it’s still missing after a few minutes, write to us with the store receipt and we’ll sort it out.

Refunds

Refunds for subscriptions are handled by Apple and Google under their own policies — we can’t issue them on the store’s behalf. Request one through Apple or Google Play. If the charge was our mistake, tell us and we’ll back you up with the store.

Notifications

Settings → Notifications in the app controls what we send, by category. If you’ve turned notifications off at the operating-system level, the in-app settings won’t override that — you’ll need to re-enable them for Tokmia in your phone’s settings first.

Privacy questions

Our Privacy Policy covers what we collect and why. For access, correction or deletion requests, the in-app export and delete tools above are the fastest route. For anything they don’t cover, write to privacy@tokmia.com.

Is Tokmia right for me?

When Tokmia is the wrong choice

• You are an absolute beginner. Live conversation at week one is discouraging. Come back when you can hold a short exchange — or sit in the audience and listen until then.
• You want a teacher. Tokmia has no lessons, no curriculum and no tutor marketplace. Nobody’s qualifications are verified and other users are not our staff.
• You want to learn by reading and writing. The decks and chat exist, but the app is built around speaking. A text-first app will serve you better.
• You need a desktop app. Tokmia is iOS and Android only.