Support

Last updated: 14.08.2026

Most problems can be solved from inside the app in a few steps. Below we have collected the situations people run into most often, together with their fixes. If you cannot find what you are looking for, write to support@aurcam.com — we usually reply within one business day. This English text is a translation; the Turkish text prevails.

Look here first

The Frequently Asked Questions page answers more than 30 questions. The Safety Centre covers harassment, blocking and account security in detail.

1. What you can do yourself

Download my data: Settings → Privacy → Download my data. A machine-readable copy of the data belonging to your account is prepared.
Delete my account: Settings → Privacy → Delete account. It asks for your password and cannot be undone.
Change password: Settings → Security → Change password.
Two-step verification: Settings → Security → Two-step verification. We strongly recommend it.
Sign out of sessions: Settings → Security → Sessions. Remove devices you do not recognise remotely.
Blocked list: Settings → Privacy → Blocked. You can unblock people from here.
Notification preferences: Settings → Notifications. You can switch each type on and off individually.
Switching accounts: Settings → Accounts. You can switch quickly between up to three accounts.

2. Sign-in and account problems

I forgot my password

Use the “Forgot your password?” link on the sign-in screen. A reset link is sent to your email address. For security reasons the link is only valid for a limited time. If the email does not arrive:

Check your Spam / Junk folder.
Make sure you typed the email address correctly.
Wait a few minutes and try again (sending many requests one after another temporarily rate-limits you).

I cannot sign in even though my password is correct

If two-step verification is on, you need to enter the 6-digit code sent to your email.
After several failed attempts a short protective limit kicks in; wait a few minutes.
Your account may have been suspended — in that case the reason is shown on the sign-in screen along with a link to appeal.

I think my account has been taken over

Follow the steps in Safety Centre → Suspicious sign-ins. If you cannot sign in, write to support@aurcam.com with your username.

The verification email never arrived

You can send it again from Settings → Account → “Verify email”. Unverified accounts cannot share posts, send messages or follow anyone — that is a deliberate anti-spam measure.

3. Notifications are not arriving

Device permission: on iPhone, Settings → Notifications → AURCAM → “Allow Notifications” must be on. On Android, App info → Notifications.
In-app preference: in Settings → Notifications, check that the relevant type (message, like, follow, call) is switched on.
Battery saving: aggressive battery saver modes delay notifications. Try excluding AURCAM from battery optimisation.
Do Not Disturb / Focus mode: if it is on, notifications are silenced.
Sign in again: signing out and back in refreshes the notification registration.

4. Video and photo problems

Videos do not play / look frozen

Your Settings → Media and data → “Autoplay videos” setting may be “Never”. In that case you need to tap the video once.
If Data saver is on, autoplay is switched off entirely — that is deliberate behaviour.
With “Wi-Fi only” selected, videos will not start by themselves while you are on cellular data.

There is no sound on the video

Feed videos start muted (because of browser and operating system rules). Tapping the sound icon on the video once unmutes it, and that choice is remembered for the following videos.

A photo or video will not upload

Check the gallery permission (Settings → AURCAM → Photos).
If your email address has not been verified, you cannot share content.
Very large files can time out; try again on a Wi-Fi connection.

The camera does not open

Make sure the camera and microphone permissions have been granted. On macOS the system permission window appears the first time; if it was denied, you can grant it from System Settings → Privacy and Security → Camera.

5. Map and location problems

I do not appear on the map: your Settings → Privacy → Location setting may be “Off”, or ghost mode may be on.
I cannot see my friends: they may have turned location sharing off, or may be sharing only with people they have chosen.
My location looks wrong: set the device location accuracy to “Precise”; in “Approximate” mode the location is deliberately blurred.
The map does not load: check your connection; map tiles come from an external service.

6. Streak problems

My streak broke: to keep a streak going, photos must be shared both ways within 24 hours; between 24 and 30 hours there is a final grace window.
Can I get it back: yes. Aurcam Plus members get 5 restores a month; if you are not a Plus member you can restore it with coins.
Group chats do not advance a streak: streaks only work through one-to-one sharing — that is deliberate.
The number did not update: close the app and open it again; the counter is calculated server-side and there can be a short delay.

7. Subscriptions and payment

I bought Plus but it did not unlock: Use the 'Restore purchases' option on the subscription screen in the app. If the problem persists, write to billing@aurcam.com with your store receipt.
I want to cancel: iOS: Settings → Apple Account → Subscriptions. Android: Google Play → Subscriptions. Web: the in-app subscription screen. Cancellation takes effect at the end of the period you have paid for.
Refunds: Subscriptions bought through a store are subject to that store's rules. For web payments, billing@aurcam.com.
My coins are not showing: If the purchase completed, the balance appears shortly afterwards. If it has not appeared within 15 minutes, write to us with the receipt.
Payment failed: Update your card details in your store account; also check whether the product is available in your region.

8. The app is slow or crashing

Close the app completely and open it again.
Check the store for an update — crash bugs are usually fixed quickly.
Restart your device.
Make sure your storage is not full.
Turning on Data saver and “Reduce motion” makes a noticeable difference to smoothness on older devices.
If the problem persists, write to us with the details below.

9. What to include when reporting a problem

If you include this information, we can usually solve the problem in our first reply:

Your username.
The device model and operating system version (for example iPhone 15, iOS 26.5).
The app version (it is written at the very bottom of the Settings page).
What you did and what you expected to happen.
A screenshot or a short screen recording.
Does it happen every time, or only occasionally?

Never share

Your password, your two-step verification code or your card details. The support team will never ask for them. Anyone who does is a scammer.

For all the channels and our average response times, see the Contact page.

Questions? support@aurcam.com · Contact page