Support

If somebody is in danger

Call your local emergency number first. We are not an emergency service and we cannot reach anybody faster than they can.

What is CLZTR?

CLZTR is a live map of what is happening around you. It shows events, and it shows clusters, which are groups of people gathered somewhere right now.

You need to be a real person who is actually there. That is the whole idea, and it is why there is a check before you can use the map.

Why do you ask my date of birth?

CLZTR is for adults. We ask your date of birth once, compare it against the minimum age where you are, and then discard it. We do not store the date.

The minimum is 18 in almost every country and higher in a few. Whichever applies where you are is the one we use, and no setting can lower it.

If you are under the minimum, we stop there and remove what little we had.

What happens to my face during the check?

Nothing leaves your phone. The liveness check runs entirely on your device and tells our servers one thing: whether a live person was present.

We do not keep a photo, a video, a face scan, a face template, a mathematical representation of your face, or a hash of any of those. There is nothing stored to delete, and nothing stored to leak.

This is also why the check cannot recognise you later or match you against anybody else. It cannot do that even in principle, because there is nothing kept to match against.

What is presence verification and how long does it last?

Presence verification confirms that a real person is holding the phone. It unlocks the map for a limited window, and it expires.

When it expires you will be asked again. That is deliberate: a map of who is here now stops meaning anything if a check from last month still counts.

If the check fails repeatedly there is a cooling-off period before you can try again.

Why can I not see the map?

Three common reasons. You have not finished the entry steps, your presence verification has expired, or CLZTR does not operate where you are.

The app will tell you which one it is. If we do not operate in your country, the availability page on clztr.com lists where we do.

Location permission alone is not enough to unlock the map, and turning it on will not skip the other steps.

Who can see where I am?

Nobody, unless you do something that shares it. CLZTR does not broadcast your location in the background and does not run a timer that sends it.

Your position is used on your own device to draw the map around you. It is sent to us only when you take an action that needs it, such as joining a cluster you are standing in.

Friend finding is a pull, not a push: it answers a question you asked, at the moment you asked it. It does not leave anything running afterwards.

What is the difference between a cluster and an event?

An event is planned. Somebody created it, it has a time and a place, and you can see it before it starts.

A cluster is people. It appears because people are actually gathered somewhere, and it disappears when they leave. Nobody schedules a cluster.

You have to be physically there to join a cluster. You can see an event from anywhere.

How do I report someone or something?

Every profile, cluster, event, message and photo has a report option. Open it, pick the category that fits, and add anything that helps.

Safety categories go to a queue that is watched continuously. Pick one if somebody is in danger, and call your local emergency number first if it is immediate. We are not an emergency service.

The person you report is never told who reported them.

What happens after I report something?

You get a confirmation that we received it, and later a message saying whether we found a violation.

We do not tell you what we did about the other account. What sanction somebody received is between us and them, and telling reporters would turn the report queue into a way of finding out about strangers.

If we found no violation we say so. That is not a judgement about you for reporting.

How do I appeal a decision about my account?

Every decision that affects you comes with a statement of what rule was applied and how to appeal it. The appeal lane is in the app, in the notification about the decision.

A person reviews the appeal. It is not the same person who made the original decision.

There is a window for appealing, and the statement tells you when it closes. If it has closed, the other routes listed on the support page are still open to you.

What does blocking someone do?

They disappear from your map, your lists, your search results and your messages, and you disappear from theirs. It is enforced by our servers, not hidden by the app.

Blocking is separate from reporting. Blocking is for you; reporting is for us. Doing one does not do the other, and you can do both.

You can undo a block at any time in settings.

How do I stop marketing emails?

Every marketing email has an unsubscribe link that works in one click, without signing in. You can also manage it in settings, or at clztr.com/email-preferences.

Marketing is off unless you turned it on. We record the answer either way, including a no, so we can show you were asked.

Emails about your account, your security and decisions that affect you are not marketing and are not affected. You cannot turn those off while your account exists.

How do I get a copy of my data?

Settings has an export. It produces a file with what we hold about you and a note about anything we could not include and why.

It takes some time to build. You will be told when it is ready and where to get it.

The export does not include things that are not about you, such as another person’s messages, and it cannot include the face check, because nothing from it is kept.

How do I delete my account, and what happens?

Settings has a deletion option. There is a recovery window during which you can change your mind by signing back in, and the app tells you how long it is.

After the window closes, deletion runs across every system that held your data and cannot be undone. You get a receipt when it finishes.

A small amount is kept where the law requires it, for example a record that a deletion happened. The receipt says what that is.

How do I reach a person?

The support page on clztr.com has addresses that work without an account, which matters because the people most likely to need help are the ones who cannot get in.

If your problem is a report, an appeal, a deletion or a payment, use the lane in the app instead. Those carry your case with them; a general inbox does not, and it adds days.

Tell us what you tried and what happened. It is the difference between an answer and three messages asking what you meant.

Things that are faster in the app

These carry your account and the case with them. Starting them by email means somebody has to ask you for all of it again.

Cannot get into your account

Sign-in problems are the one case where email is the right first step, because the app is the thing that is not working. Write from the address on the account if you can. If you cannot, say so and describe what you can: roughly when you joined, the phone you used, the city you were in.

We will not confirm whether an address has an account before you prove you can receive mail at it, and we will not move an account to a new address on the strength of a message. Both of those are how accounts get taken.

Your data

What to expect

Safety reports are triaged continuously. Everything else is answered in the order it arrives, in business hours, in English, Spanish or Portuguese.

We will tell you what we decided and, where a decision affects your account, why. We will not describe another person’s account to you, including whether they were actioned, because the same rule protects you in the other direction.

Reaching a person

Tell us what you were trying to do, what happened, and roughly when. If the app showed you a code, include it: it points straight at the request in our logs and usually saves a round trip.