Support

Help with your account, your membership, and your safety.

Contact us

Write to us at any time:

If your question is about your account, write from the e-mail address you signed in with (for Sign in with Apple, the address Apple shared with us), so we can find it.

Delete your account

In the app

Open Cartalma and go to the Studio.
At the foot of the page, tap Dissolve my account.
Confirm. Your account is closed immediately.

Without the app

E-mail contact@cartalma.com from the address registered on your account, with the subject “Delete my account”. We confirm it is you and process the request within 30 days.

Deleting your account does not cancel a membership. Cancel it in the App Store or Google Play as well — see below.

What is removed and what stays: Delete Your Account. To remove only part of your data: Delete Your Data.

Cancel a membership

Memberships renew automatically until you cancel them in the store you bought them from; we cannot cancel them for you. Cancel at least 24 hours before the current period ends. You keep your membership until the end of the period already paid for.

iPhone or iPad (App Store)

Open Settings and tap your name.
Tap Subscriptions.
Tap Cartalma, then Cancel Subscription.

Android (Google Play)

Open the Google Play Store app.
Tap your profile picture, then Payments & subscriptions → Subscriptions.
Choose Cartalma, then Cancel subscription.

As a member, you can also open the Postal Shop from the Studio and tap Manage or Cancel on the App Store or Manage or Cancel on Google Play, which takes you to the same place.

Stamps and Memory Vault unlocks are one-time purchases: there is nothing to cancel. Refunds are handled by the store you paid, under its own policies — Apple or Google Play.

Report someone

You can report anyone from inside the app. The person is never told who reported them.

In the Salon: open the person’s profile, tap the round ••• button, then Report. You can block them from the same place.
In a correspondence: open your correspondent’s profile, tap •••, then Report.

Every report is read by a person. We may remove content, or suspend or close accounts that break our Terms of Use. Blocking is permanent: the person can no longer see you or write to you.

Can’t use the app? E-mail contact@cartalma.com with the person’s name in Cartalma and what happened.

For a concern about a minor, choose Underage or child safety concern as the reason, or write to us directly. See our Child Safety Standards. If someone is in immediate danger, contact your local emergency services first.