Thundr ChatThundr Chat Support — Get Help with Video Chat
Find answers to common questions about random video chat, Safe Mode, account access, and technical fixes. Our support team and in-app guides keep every conversation flowing smoothly.
Browse help categories
Contact supportSet up your first session in minutes. Learn how to pick interests, enable Safe Mode, and join rooms with friends.
View guidesSolve audio, camera, and network hiccups on desktop, iOS, and Android. Includes firewall and VPN guidance.
View guidesUnderstand Safe Mode, our reporting tools, and how we protect your personal data during every chat.
View guidesManage optional subscriptions, creator payouts, profile preferences, and verified badges.
View guidesGetting started
New to ThundrLaunch your first chat
Download the native app or open the web experience, pick your language pairing, and enable Safe Mode if you want filtered results. The queue button pairs you within seconds—no registration required.
Invite friends by sharing a room code generated under the Friends tab. Shared rooms allow up to six people with screen-sharing for watch parties and study sessions.
Profiles and presence
Choose an avatar, add a short bio, and highlight interests so the algorithm understands your vibe. You can hide your status at any time or schedule silent hours where you will not receive match requests.
Want to explore while staying anonymous? Toggle ghost mode. People can still match with you, but your profile card only reveals the info you opt into.
Technical issues
TroubleshootingCamera or mic not detected
Check browser permission prompts, close other conferencing apps, and run the Device Check under Settings → Hardware.
Lag or dropped frames
Switch to the nearest edge region, close background downloads, and activate adaptive bitrate from the video toolbar.
Firewall restrictions
Allow outbound UDP ports 3478-3497 and whitelist *.thundr.cc. Our relay IP list updates weekly; subscribe to the sysadmin feed.
App keeps crashing
Ensure you run the latest build, clear cache, and if needed toggle Safe Rendering under Labs for older Android devices.
Safety & privacy
Protect yourselfCommunity guidelines
Respectful communication, zero harassment, and consent-first interactions are non-negotiable. Violations trigger instant removal and trust-score penalties.
Share feedback or request guideline updates by emailing safety@thundrchat.com. We iterate quarterly with community panels and wellbeing experts.
Data protection
We keep metadata minimal, encrypt signaling packets, and delete session tokens immediately after a chat ends. No transcripts are stored.
Need compliance documentation for your organization? Visit our privacy center or contact privacy@thundrchat.com for a custom report.
Account & billing
Manage accessSubscriptions
Upgrade to Thundr Plus for advanced filters, unlimited skips, and HD recording. Plans auto-renew monthly but you can cancel anytime from Settings → Billing.
Need invoices for reimbursements? Download them under Billing History or email billing@thundrchat.com.
Identity controls
Verify your identity to unlock creator payouts and premium rooms. You can delete ID data within 24 hours through the Privacy portal.
Want to pause your account? Toggle Dormant Mode. After 90 days we anonymize residual data unless regulations require retention.
Quick etiquette checklist
- Ask before you screen share or invite friends to a room.
- Use the pause button if you need a break instead of ghosting.
- Keep personal info private and rely on in-app tools to stay safe.
- Celebrate differences—our community spans 150+ cultures.
Support FAQ
Most askedHow do I start my first random chat?
Grab a stable connection, pick two or three interest tags, and press Start Chatting. Safe Mode is on by default for new accounts and you can turn it off once you are comfortable.
Why can't my camera or microphone connect?
Make sure your browser or mobile OS has granted camera and microphone permissions. If you are on desktop, close other video apps and test using the device check tool in Settings.
How does Safe Mode filter content?
When Safe Mode is enabled we blur video previews until they pass our AI quality checks. We also restrict pairing to users with a strong trust score or verified ID.
Can I report someone during a session?
Yes. Tap the shield icon to mute, block, or submit a report. Include a short note for our moderation analysts—it helps us respond within minutes.
How do creator payouts work?
Verified creators can enable tips and paid shout-outs. Earnings above $20 settle weekly through Stripe Connect. Track payouts from Dashboard → Monetization.
What if I keep seeing a black screen?
Black screens usually mean the other participant has a poor connection. Hit Skip to find a new match or toggle to text chat while we reconnect the stream.
Where can I reset my password?
Head to Account → Security to trigger a password reset email. If you signed in with a phone number, we send a one-time passcode via SMS instead.
Is Thundr Chat safe for teens?
Teens must enable Safe Mode and occasional selfie verification. We offer curated teen rooms with double moderation and educational prompts.
How do I access chat transcripts?
For privacy reasons we do not store chat transcripts. You can, however, download moderation reports you filed within 30 days.
Can I use Thundr Chat while traveling?
Absolutely. Our edge nodes cover 30 regions. Switch the Region toggle in Settings to reduce latency when you land in a new country.
Still need help?
Our global support specialists respond within 12 hours. Tell us what you are experiencing and we will follow up on email.
Email: support@thundrchat.com
Live hours: 24/7