General help
Account, verification codes, messages, calls or anything that just does not feel right.
support@ashlonk.com
Support
Shlonak? How can we help?
Real people in Baghdad answer support — in Arabic or English. Most questions are covered below; for anything else, one email is enough.
support@ashlonk.com
We reply within 2 business days · Sunday to Thursday
Reach us
Report a bug
Tell us your phone model, Android/iOS version, app version (Settings → About) and what you expected to happen.
Send a bug reportSecurity vulnerability
Found a weakness? Please report it privately before publishing anything. We take every report seriously and reply fast.
Report privatelyAbuse or safety
Harassment, threats, impersonation or a group that has crossed the line. Block and report inside the app first, then tell us.
Report abuseBefore you write
Nine times out of ten, one of these fixes it:
- Update Ashlonk to the latest version from the store.
- Check your clock — a wrong date breaks encryption handshakes.
- Toggle airplane mode off and on to reset the connection.
- Restart the app; if that fails, restart the phone.
Quick answers
Frequently asked
Account
I am not receiving the SMS verification code.
Check that the number is entered with the correct country code (+964 for Iraq), that your phone has signal, and that no SMS-blocking app is running. Codes can take up to two minutes on a weak network. After 60 seconds the app offers to resend; after three attempts wait 15 minutes and try again.
How do I move Ashlonk to a new phone or number?
Install Ashlonk on the new phone and verify with the same number. Your contacts and groups follow your number; your message history stays on the device where it was written, because it is end-to-end encrypted and never stored on our servers. To keep a new number, open Settings → Account → Change number on the old phone first.
How do I delete my account?
Settings → Account → Delete account. Your account data is erased from our active systems within 30 days and from backups within 90 days at most. This cannot be undone.
Messages and voice notes
What do the ticks mean?
One tick: sent from your phone. Two ticks: delivered to their phone. Two coloured ticks: read. If you see a clock, the message is queued and will move the moment you have signal again.
My voice note will not send on a weak connection.
It will — it just waits. Ashlonk queues messages automatically and sends them the second the connection comes back, even if you close the app. If a note stays queued for more than 30 days it expires.
How big can a group be, and how do I leave one?
Up to 500 members. Open the group, tap its name and choose Leave group. You can also mute it for 8 hours, a week or forever if you would rather stay without the noise.
Calls
Calls keep dropping or sound robotic.
Ashlonk adapts to weak signal, but it cannot beat a dead one. Try Wi-Fi, move closer to a window, or switch to a voice note. If the problem is constant on a good connection, send us a bug report with your device model.
How much data does a call use?
Roughly 0.5 MB per minute for voice and 3–5 MB per minute for video, depending on quality. Turn on Settings → Data → Low-data calls to cap it further.
Privacy and security
Can Ashlonk read my messages?
No. Every personal message and call is end-to-end encrypted with keys that only exist on your device and the recipient’s. Our servers relay ciphertext they cannot open. Read the Privacy Policy for the full picture.
How do I block or report someone?
Open the chat, tap the name at the top and choose Block or Report. Blocked contacts cannot message or call you and will not see your profile updates. Reports are handled by a human on the team.
Someone is impersonating me.
Report the account from inside the app, then email us with the number and screenshots. Impersonation breaks our Terms and Iraqi law; we act on verified reports.
For privacy requests, copyright notices or legal correspondence, see our Privacy Policy, Copyright notice and Terms.