Support
How to get help with 7-Minute Neighbor, how to report a safety problem, and what we can and cannot do from our side.
If you are in danger right now
Call your local emergency number first. In Canada and the United States that is 911; the app shows the right number for the country you are in, on the Trust & safety tab. We are a small company and we are not an emergency service. Tell us afterwards, at info@blacklayers.ca, and we will act on it — but call the emergency number first, every time.
How to reach us
Write to info@blacklayers.ca. Put "7-Minute Neighbor" in the subject line so it reaches the right person. Include, if you can: the phone number on your account, roughly when it happened, and the title of the ask. We do not ask for your password, because there isn't one — the app signs you in with a code sent to your phone. Nobody from Black Layers will ever ask you for that code. If someone does, they are not us. BLACK LAYERS CORP. Alberta, Canada
How fast we answer
• A safety report — someone made you feel unsafe, someone is not who they said, someone asked you to break the rules: within 24 hours, and usually much sooner. These jump the queue. • Anything about your personal information — a copy of your data, a correction, a complaint: within 30 days, which is the deadline Canadian privacy law sets us. In practice it is days, not weeks. • Everything else: within two business days. We are in Alberta, so we answer on Mountain Time.
Reporting someone
Open the ask on the Activity tab, or the Trust & safety tab, and use Report. Choose what happened. It reaches us directly. You can also block a person from the same place. Blocking is immediate and mutual: you will never be shown to each other again, and neither of you can accept the other's asks. Nobody is told they were blocked. If a report is about something that happened during an ask, the record of that ask — including where you both were, if location was switched on — is frozen so it cannot be lost. This is also why deleting your account is paused while a report about you is open.
The safety word
When two people are matched, the app shows both of them the same short word. The person arriving says it. If the word is wrong, the person in front of you is not your match — end the ask and leave. It exists because a name and a photo can be guessed from a distance, and a word that was never sent anywhere cannot be. Nobody at Black Layers can see your safety word, and the app never sends it over chat.
Nobody came, or the ask went wrong
If nobody accepts within the window, the ask closes itself and tells you. You can post it again, or raise the offer and try again, from the same screen. If someone accepted and did not arrive, mark the ask as not completed when the app asks you. Both of you have to confirm an ask actually happened before it counts towards either person's record — one person cannot mark it done alone. Nothing is charged for an ask in the current version of the app. When payments are switched on, a failed ask is refunded in full and we absorb the processing cost; you will never pay for help you did not receive.
Verification, and what is switched on today
Every account is verified by phone number: a code is sent by SMS and has to be entered. That is live now. The government ID and live selfie check described in the Safety Rules is built but not switched on yet. Until it is, the app shows "Verification opens shortly" instead of a button, and it tells the person you are meeting that identity checks are not required yet. We would rather show you a locked door than a door that opens onto nothing. The rest of the trust ladder works today: meetings confirmed in person by both people, and a private "would you meet them again?" that is only ever shown as a total, and only after several people have answered.
Changing the language
The app is in English, French, Spanish, German and Arabic, including a full right-to-left layout for Arabic. It follows your phone's language by default. To change it inside the app, open your profile and choose Language. It changes immediately — you do not have to restart the app or your phone.
Your data, and deleting your account
Both are in the app, under Profile, and neither needs an email to us. Download my data returns everything we hold about you in one file: your profile, your asks on both sides, your chat messages, your trusted contact, your consents. Delete my account removes your name, phone number, trusted contact, notification settings, sign-in and profile photo straight away, and replaces your first name on past asks with "Deleted user". Two things survive deletion, and the app tells you before you confirm: the financial and ask records tax and consumer law require us to keep for seven years, and any open safety incident you are part of — so that a record cannot be destroyed by deleting the account attached to it. Deletion is refused outright while you have an ask in progress. The full list of what we keep and for how long is in the Privacy Policy.
Trouble signing in
The code arrives by SMS, usually in a few seconds. If it does not: • Check the number, including the country code. The app has to have the country right, not just the digits. • Wait a minute and ask for a new code rather than re-entering the old one. Codes expire. • If you have asked several times in a row, the service will make you wait. That is a rate limit, not a fault with your account. • The app is only open in some countries while we are in early access. If sign-in tells you the region is not supported, that is what happened, and writing to us is the right next step. We cannot read your code, resend it manually, or sign you in from our side.
Bugs, and things that should be better
Send them to info@blacklayers.ca. A screenshot and the version number — Profile, at the bottom — is enough. The app is early, one neighbourhood at a time, and the things people tell us are what decide what gets fixed next.
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