Support

How to reach us

Two addresses, and which one you use does matter, because they go to different places.

hello@woohooau.com for anything general: something is broken, a venue or an offer is wrong, you cannot get the app to do what you expect, or you just want to tell us something. If you are not sure which to use, use this one.

privacy@woohooau.com for three specific things: data protection, deleting your account, and child safety. That address reaches our Data Protection Officer, who is also the person responsible for child safety here. If what you are writing about involves your personal data or a child, send it there rather than to the general address, because it needs to reach a named person rather than a queue.

If you believe someone is in immediate danger, contact your local police first. We are a company, not an emergency service.

Reporting from inside the app

You do not have to email us. Open Profile, choose Report a problem, and pick a category. One of the categories is Safety, and that is the one to use if what happened involves another person rather than a bug. The same form is in Settings under Support.

You get a reference number back when you submit, which you can quote if you write to us afterwards.

How do I delete my account?

Two ways. In the app, open Settings and choose Delete account. Without the app, email privacy@woohooau.com with the subject "Delete my account", from the email address on the account, which is how we check the request is coming from you.

Either way the deletion completes 30 days later, and you can cancel within those 30 days by telling us so. Our account deletion page sets out exactly what is erased and what is kept, including the one thing people are most often surprised by, which is that the location recorded when you check in to a meetup outlives the account.

What happens to my photos, and why might one not appear?

Every profile photo is checked automatically the moment you upload it, before anyone else can see it. That check has three possible answers, and it is worth knowing which you have hit.

It is fine. The photo goes live and other people can see it. This is almost always what happens.

It is refused. You are told straight away that the photo cannot be used, and it is marked NOT USABLE on your own photo grid. Choose a different one. We do not tell you which part of the check it failed, partly because that is not pleasant reading and partly because it is a hint for anyone probing where the line sits.

The check will not say either way. Then the photo is held and marked IN REVIEW, and one of us looks at it. While it waits, nobody but you can see it. This also happens if the check itself is unavailable when you upload, because we would rather hold a photo than let an unchecked one through.

A photo that is refused or in review is still visible to you, labelled, on your own grid. That is deliberate: if we hid it you would have no idea why your profile looked empty, and you would upload the same file again. A refused photo does not use up one of your six slots.

If your profile photo is held or refused and you have no other approved photo, your avatar falls back to your initials rather than showing a broken image.

How do I report or block someone?

In a conversation. Tap the menu in the top right, or tap the other person's name, and choose Report user or Block user.

One specific message. Press and hold any message somebody else sent and choose Report this message. This is the one to use when it is a single thing somebody said, because it tells us exactly which message you mean rather than leaving us to read a whole conversation guessing.

From their profile. Open their profile and choose Report or block at the bottom.

Blocking works both ways: their messages stop, and the two of you become invisible to each other across the app rather than only in that chat. You can see and undo your blocks in Settings under Blocked people.

Reports reach a person who reads them. We should be straight about the limits: we screen photos automatically, we do not automatically scan what people write to each other, and a report does not trigger any automatic penalty. A human decides, and for anything involving a child the standards on our Child Safety Standards page apply.

Why does the app ask for my location, and what if I say no?

Two reasons, both of them about things happening near you. Finding venues and plans close by, and confirming you actually arrived when you check in to a meetup.

It is only ever read while you are using those features. There is no background tracking: the app never asks for background location and cannot collect it.

If you say no, the app still works. Venue discovery falls back to a position in the middle of the city instead of yours, so you will see what is around town rather than what is around the corner. Your area on your profile is something you type in, not something taken from your phone. And you can still check in to a meetup: one of you gets a four digit code and the other types it in, which is an alternative to the location check rather than a backup for it.

The one thing worth knowing before you turn it on: when you do check in by location, the position your phone reports is recorded and kept as the evidence that the meetup happened, and that record outlives your account. Our Privacy Policy and the account deletion page both spell that out.

What is a Follow-Through Rate?

It is the share of locked plans you actually turned up to, and it is the number the whole app is built around. Turning up counts fully. Not turning up counts for nothing. Cancelling inside the last day counts for half, because a late cancellation is better than leaving someone sitting there but worse than going.

Everyone starts at 100 percent. It is rounded to the nearest five percent, so it moves in blocks rather than by decimals. Until you have five finished plans it reads New rather than a number, because a perfect score off no plans is not really a score. Nothing is forgiven once it is showing: the number covers every finished plan, not a recent window.

It shows on your profile and next to your name where other people see you, which is the point. It is the one thing on Woohoo! you cannot talk your way around.

Who can see me, and what is on my profile?

Another person on Woohoo! sees your first and last name, your area, your bio, your answers to the profile prompts, your approved photos, the categories you are interested in, how many plans you have completed, how many venues you have been to, and your Follow-Through Rate. Your age is there too, unless you turn off Show my age publicly in Edit profile, in which case it is not sent at all rather than merely hidden.

What they never see: your email address, and the location recorded at any check-in. Those are not part of what gets sent to another user.

Someone you have blocked, or who has blocked you, cannot load your profile at all. It behaves as though the account does not exist, which is deliberate, because confirming that somebody is there is itself information.

Anything else

Our Privacy Policy covers what we collect and how long we keep it, the Terms set out the rules for using Woohoo! and our Child Safety Standards explain our position on child sexual abuse and exploitation and name the person responsible for it.

Woohoo Social Pty Ltd, Melbourne, Australia.