Circle is in a closed beta: the server is still being finished and some features (Ghost mode, group chats, polls, reposts, disappearing messages, chat archiving, changing and resetting your password from the app, deleting your account from the app, follower approval) are temporarily disabled. Most everyday situations can be solved with the guide below; for everything else there is info@digital-ecosystem.cz.
Common problems
I cannot sign in
Check that you are entering the e-mail address you registered with and that the password has no typos (it is case-sensitive). Password reset does not work in the app yet — write to us from your registered address at info@digital-ecosystem.cz and we will help you restore it.
My beta invitation has not arrived
Requests from the form at digital-ecosystem.cz/#beta are processed by hand, usually within 7 days. Check your spam or bulk mail folder. If the invitation still has not arrived after a week, e-mail us and include the address you requested from.
The app says "you are offline"
Most often this is a data outage on the phone — check Wi-Fi or mobile data and try another network. If your connection works and the message persists, our server may be briefly unavailable (beta operation). Wait a few minutes and try again; if the problem lasts longer than an hour, let us know.
A Circle+ purchase or Shop item has not appeared
Open the Shop in the app and tap Restore purchases — the item is loaded from your Google Play account. If it still does not unlock, e-mail us the order number from your Google Play receipt (it starts with GPA.) and we will sort it out.
Uploading a photo or video fails
Check your connection (large files over weak mobile data often fail) and the file size — for a long video, try a shorter cut or a lower resolution. If uploads keep failing even on Wi-Fi, report it as a bug (see Bug reports) and mention what type of file it was.
I paid for Founders' Club membership and no e-mail arrived / my name is not in the Hall
With a card payment, the confirmation with your founder number and code arrives within a few minutes; with a bank transfer only once the payment has been credited, which we confirm within 2 working days. Check your spam folder first. If the e-mail has not arrived, write from the address used for the order to info@digital-ecosystem.cz with the subject "Klub zakladatelů / objednávka z webu" and include your order number (for a transfer, that is the variable symbol). Nicknames in the Founders' Hall are approved by hand, usually within 7 days; until then only your number is shown.
My Club code does not work in the poll
Copy the code exactly as it came in the e-mail — dashes and letter case do not matter, and the code never contains the letters I and O or the digits 0 and 1. A code stops working after withdrawal from the contract, a refund or the issue of a new code; it has one vote per poll round. If a correctly copied code still does not go through, write to info@digital-ecosystem.cz from the address used for the order and we will send you a new one.
How to report content or a user
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In the app
Open the menu of the post, comment or profile (three dots) and choose Report. Select a reason and optionally add a short description. Reports are anonymous — the reported user will not find out who sent it.
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Or by e-mail
Write to abuse@digital-ecosystem.cz, include the username or a link to the post and briefly say why. A screenshot helps.
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Review
Every report is reviewed by the app administrator by hand, usually within 48 hours. Suspected child abuse is handled as a priority — details are on the Child safety page.
Appeals against content removal or account restrictions
If we remove your post, lower your Trust Score, suspend or block your account and you believe we decided wrongly, you can appeal. We follow the Content reporting and appeals section of the Terms of use:
- Send your appeal within 6 months of the decision to info@digital-ecosystem.cz. Include your username, which content or restriction it concerns and why you consider the decision wrong.
- On request, you will receive the reasoning behind the original decision.
- We review every appeal afresh and send you the outcome by e-mail. If we made a mistake, we restore the content or lift the restriction.
Account deletion
Deleting your account directly from the app is disabled until the server is finished; we delete accounts on the basis of an e-mail request. The detailed procedure and a list of what gets deleted are on the Account deletion page. In short:
- From the e-mail address registered in the app, send a message to info@digital-ecosystem.cz with the subject "Account deletion — Circle" and include your username.
- We delete the account and data within 7 working days; it disappears from operational backups within 30 days at the latest.
- We send you a confirmation once it is done. Deletion is irreversible.
Bug reports
- In the app: Settings → Report a bug. Describe what you were doing and what happened; you can attach a screenshot. The report reaches us together with the app version, so there is nothing to look up.
- By e-mail: to support@digital-ecosystem.cz. Please include your phone model, Android version and app version (Settings → About the app), the steps that lead to the bug and, if possible, a screenshot.
The more precise the description (what you tapped, what you expected, what happened), the faster we can find and fix the bug. Fixes are listed in the Changelog.
Contact
- Support and bugs: support@digital-ecosystem.cz
- Beta testing: beta@digital-ecosystem.cz
- Content reports and safety: abuse@digital-ecosystem.cz
- Personal data (GDPR): gdpr@digital-ecosystem.cz
- Everything else, the Founders' Club and authorities: info@digital-ecosystem.cz
We usually reply within 2 working days; content reports are reviewed within 48 hours. The point of contact for users and authorities is info@digital-ecosystem.cz.
Write to us
Put what the message is about in the subject (sign-in, beta, purchase, bug, appeal, "Klub zakladatelů / objednávka z webu" for the Founders' Club) and include your username, or your order number for the Club. Support is handled directly by the app's developer.
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