Account & Profile 账号与个人资料
Help with sign-in, account recovery, password changes, profile names, avatars, and account security settings. 协助解决登录异常、账号找回、密码修改、个人资料设置及账号安全绑定问题。
Contact about account → 联络账号问题 →Primary Support & Compliance Contact 主要支持与合规联络方式
For Google Play & App Store review follow-up, account assistance, reporting abusive content, bug reports, or security and privacy concerns, please contact us directly. 针对 Google Play / App Store 商店审核跟进、账号问题、侵权/有害内容举报、系统漏洞反馈或隐私合规诉求，请直接联络官方支持团队。
This support service is operated by Bitara Capital Sdn. Bhd. 本支持中心由 Bitara Capital Sdn. Bhd 运营与维护。
Expected response time: within 1-2 business days. 通常回复时效：1~2 个工作日以内。
Support & Service Categories
常见服务与支持分类
Account & Data Deletion 账号注销与数据清除
Request permanent deletion of your account and personal data, or view our data retention policy. 申请永久注销您的 WINChat 账号，彻底清除个人数据或查看法定数据保留期限。
Go to Deletion Instructions → 查看注销指引与申请 →Child Safety Standards 儿童安全标准
Zero tolerance for Child Sexual Abuse and Exploitation (CSAE) and CSAM. Guidelines and reporting procedures. 对儿童性虐待与性剥削（CSAE）及 CSAM 实行零容忍。查看安全标准、举报途径与处置措施。
View Child Safety Standards → 查看儿童安全标准 →Private Chats & Groups 单聊与群组互动
Get assistance with one-to-one chats, group chat management, invitations, permissions, and blocked user lists. 单聊会话、群聊创建与管理、进群邀请机制、群权限分配与黑名单管理。
Contact about chats → 联络聊天功能 →Messages & Media 消息与媒体发送
Troubleshoot sending/receiving messages, photos, videos, voice notes, documents, and message delivery status. 文字、多媒体文件、高清视频、语音留言发送失败或消息同步异常排查。
Contact about media → 联络媒体问题 →Voice & Video Calls 实时音视频通话
Assistance with call connection stability, microphone/camera permission configurations, and audio quality. 语音通话、视频连接异常、麦克风与摄像头权限配置、杂音与网络延迟优化。
Contact about calls → 联络通话问题 →Notifications & Alerts 系统消息与推送通知
Resolve missing push notifications, sound settings, Android battery background restrictions, and iOS APNs alerts. 接收不到新消息推送、后台省电策略保活配置、通知声音与震动设置。
Contact about alerts → 联络通知设置 →📢 Service Announcements 服务公告与提醒
- Support requests are handled in the order they are received. 所有工单按接收先后顺序有序处理，请耐心等待回复。
- Please include your registered email or phone and User ID in your message for faster handling. 来信请附上您的注册账号（手机号或邮箱）及用户 UID，以便加速核实。
- Security Reminder: Official support will NEVER ask for your password, private keys, or SMS verification codes. 安全提醒：官方客服绝不会以任何理由向您索要登录密码、私钥或短信验证码！
- Policy documents are publicly available at /privacy-policy and /user-policy. 平台公开合规协议可查阅 /privacy-policy 与 /user-policy。