Support

This is a translation for convenience only. The German version of this page is the legally binding one.

Last updated: 4 August 2026

Questions, bugs, complaints, matters relating to data protection or to a moderation decision, everything goes through the contact channels below. You can reach us in German and in English.

Response times

We generally confirm receipt of your email within one working day and respond in substance generally within 48 hours on working days, at the latest within seven days. Reports about content that endangers minors, as well as notices of acute danger, are handled with priority and generally within 24 hours. Requests under the GDPR, access, rectification, erasure, data portability, are answered within one month of receipt.

So that we can help quickly, please tell us your username, the platform you are using (iOS or Android) and, if the matter concerns a specific video or comment, the title or link of the post.

Frequently asked questions

How do I delete my account?

In the app under Settings → Delete account. Deletion is triggered after a confirmation prompt and cascades server-side, which means that profile, videos, comments, likes, follows and messages are removed with it. If you no longer have the app installed, you can request deletion by email. All details, including what we have to retain for legal reasons, are set out on the Delete account page.

I have forgotten my password.

On the sign-in screen, tap "Forgot password" and enter the email address you registered with. You will receive an email containing a time-limited link that lets you set a new password. If no email arrives, please check your spam folder and whether the address is spelled correctly. If you no longer have access to the mailbox on file, write to us, we can then only make the account accessible again after a check, because otherwise anyone at all could take over other people's accounts.

How do I report a video, a comment or a profile?

In the app, use the menu on the video, comment or profile in question, tap "Report" and select a reason. Without the app, send us an email with the username and video title as well as a short statement of reasons. What happens next, the deadlines within which we review, and how you can appeal against a decision, are set out in the Community Guidelines.

How do I block another person?

Open that person's profile and select "Block" from the menu. After that you will no longer see their videos and comments, the person can no longer follow you and can no longer send you direct messages. Blocking and reporting are two separate processes: blocking takes effect immediately and only for you, whereas a report leads to a review by us. In cases of harassment you should do both.

My video is not being processed or does not appear in the feed.

After upload, every video is processed and checked server-side; only then does it appear in the feed. While processing is running, only you yourself see the post, marked "Processing…". Depending on length and resolution this usually takes a few minutes. If the state persists for more than an hour, please check whether the connection was interrupted during the upload and upload the video again. If the video does not pass the content pre-screening, it is rejected, you will then receive a notice stating the reason. If none of this helps, write to us with your username, the video title and the approximate time of the upload.

What is the minimum age for using shiver?

From 18 years. Anyone younger may not create an account. For existing accounts where it turns out that the person is a minor, we block and delete the account. Background information and the reporting channels for suspected endangerment of minors are set out on the Child Safety page.

Point of contact under the Digital Services Act

For communications from authorities under Art. 11 DSA and for communications from users under Art. 12 DSA, the following single point of contact has been established:

Zest UG (haftungsbeschränkt), DSA point of contact
Stadtplatz 39, 84529 Tittmoning, Germany
Email: info@offline-events.de
Please begin the subject line with "DSA"
Languages: German, English

The point of contact is reachable by electronic means; appearing in person is not necessary. Notices of illegal content under Art. 16 DSA are accepted at the same address as well as through the report menu in the app. The competent supervisory authority and Digital Services Coordinator is the Bundesnetzagentur, Tulpenfeld 4, 53113 Bonn.

Data protection

Please also address requests concerning your rights under Art. 15 to 22 GDPR to info@offline-events.de, ideally with the subject line "Datenschutz" (data protection). Which data we process and on what basis is set out in the privacy policy.