HELP

Support

Last updated: September 25, 2026

Contact us

Email support@ottoframe.com from the address on your account. We reply within one business day, and reports of abuse or safety concerns are reviewed within 24 hours, every day. Include the show or session name and what device you were using so we can help faster.

Delete your account

You can permanently delete your account yourself at any time:

• In the iOS app: open You › Delete account and confirm.
• On the web: go to Settings › Account and choose Delete account.

Deletion removes the shows you own with their recordings, exports, and campaign assets, your membership in other shows, your profile, and your messages, and cancels any web subscription. It cannot be undone, so export anything you want to keep first. App Store subscriptions are not cancelled by deleting your account — cancel them in your Apple ID settings as described below. If deletion fails, email us and we will finish it for you. See the Privacy Policy for details.

Cancel a subscription

How you cancel depends on where you subscribed:

• Subscribed in the iOS app (App Store): open the Settings app on your iPhone, tap your name, then Subscriptions › Ottoframe, and tap Cancel Subscription. Apple manages App Store billing and refunds; to request a refund, use reportaproblem.apple.com.
• Subscribed on the web (Stripe): sign in at ottoframe.com and go to Settings › Billing › Manage to cancel or change your plan.

Either way, you keep your plan until the end of the period you already paid for, then the account moves to the free Solo plan. Auto-renewal must be turned off at least 24 hours before the period ends to avoid the next charge.

Restore purchases

If you subscribed in the iOS app and your plan is missing — after reinstalling, on a new iPhone, or after signing in again — sign in with the same Ottoframe account, open You › Plan and billing, and tap Restore purchases. The App Store must be signed in with the Apple ID that made the purchase. If the plan still does not appear, email us with the date of purchase.

Report abuse or block a user

We have zero tolerance for harassment, threats, hateful or sexual content, and impersonation.

• Report: on a profile or conversation, tap the ••• menu and choose Report; to report a single message, press and hold it. Pick a reason and add any details. The person is not told who reported them.
• Block: from the same menu choose Block. A blocked user can no longer message you or start a conversation with you, and is not notified. You can unblock them later from their profile.

You can also email support@ottoframe.com with a screenshot or link. We review every report within 24 hours, remove content that breaks our Terms of Service, and remove the users responsible. If someone is in immediate danger, contact local emergency services first.

Recording and technical help

Browser and device requirements, green room checks, and export behaviour are covered in the Docs. If a recording did not finish uploading, keep the browser tab or app open on the same device and network, then contact us with the session name.