Frequently Asked Questions

For account deletion, you can follow these steps:

1. Launch the Plato app
2. Tap the Profile image in the upper left hand corner
3. Tap the Gear Icon
4. Tap "Account"
5. Tap Delete Account

Follow the prompts on screen to permanently delete your account. Please note that this cannot be undone.

All information regarding your account including registered email address, username, profile inventory, game history and message history will be deleted.

We have updated the account deletion feature to include a 10-day wait period.

Once you have deleted the account within the app, please do not log into the account for 10 days while it is processing. Logging into the account before the wait period has ended will result in cancelling the deletion request.

After the 10-day wait period has passed, your account is permanently deleted and cannot be recovered under any circumstances.

Your account is your responsibility. We don't recommend you share your login code with anyone else, otherwise you risk permanently losing your account.

Plato News keeps players updated on current Plato news, events and more. Find it under the Home > News tab.

You can also view Plato News on the web.

• Buy them from the Shop
• Ask friends to gift you them
• Earn free Coins per day via the Daily Quest
• Win them in special tournaments or promotions

Plato doesn't offer refunds, double check before you buy.

Via ⚙️ > Help/Contact Us > Report a Problem. Provide as much detail as necessary in order for the team to understand the problem. The contained Report ID links back to info specific to your account / device, which helps them look into the problem most effectively.

Email [email protected]. Provide as much detail as necessary in order for the team to understand / visualize your idea. They will forward it onto the relevant internal team.

Your block list is likely full. Try removing old IDs via ⚙️ > Privacy > Blocked Users.

Block and report for "this person is spamming". Penalties are only applied to players where the content reported is interpreted as harmful.

Block and report, then unblock. The report isn't retracted when you unblock.

Block and report for "this person is playing unfairly".

Plato facilitates gifting, not trading, trade at your own risk.

Tips:

• Don't gift first.
• Trade with friends you trust.
• Use dedicated trade groups.

Send us an e-mail and we'll write you back as soon as possible. (Usually within 24 hours on weekdays or the next business day after weekends).

Plato has some simple Community Guidelines we ask everyone to follow.

We enforce these Community Guidelines in a few ways:

1. Using real-time technology, public Room messages are analyzed and excluded content is rejected.
2. Every in-app report submitted through the "Block & Report" function is reviewed and penalties are automatically applied.
3. DEVs/Server Leaders can silence players whose conduct is disruptive in Rooms.
4. DEVs can ban players who violate the Community Guidelines temporarily or permanently.

Accounts may be silenced by a DEV/Server Leader for 4 hours. Getting silenced multiple times is likely to lead to a ban.

If you have been silenced, you will see a notice saying "Unable to send message, please try again in X minutes". You won't be able to post messages or create / join games in public rooms until your silence is over.

If you believe you were unfairly silenced, you can leave feedback for the team using this form.

Accounts may be banned by a DEV temporarily or even permanently depending on the severity of the offence. Under exceptional circumstances, your IP / device may also be banned. Permanently banned accounts are subject to deletion.

If you have been banned, you will see a notice saying "You were banned". You won't be able to use any features until your ban has been lifted.

You can appeal a ban using this form.

Leaders are volunteers that represent their respective communities. They can silence players for 1 hour, they can't ban players. Their role includes:

• Build / contribute to active communities.
• Guide players who require assistance, and address their feedback.
• Liaise with the Developers.
• Monitor public chat rooms, and silence players who violate the Community Guidelines.

They have the following badge next to their ID (the background color indicates which community they represent):

You can leave feedback for the team using this form.

Leaders are hand-picked by Developers, there is no official recruitment process.

Developers are official Plato employees. They can silence players for 1 hour, and ban players temporarily or permanently.

They have the following badge next to their ID:

A Chat Pass is a badge that players must own in order to chat and create / join games in most public rooms.

After much deliberation, it was introduced to combat negative behavior within our community. Previous efforts to resolve the issue were ineffective.

We realize this decision unfortunately impacts the majority who do behave. Less players, less chat, games take longer to begin, games cancel more often etc. This will naturally improve as more players obtain a Chat Pass. Meanwhile, we continuously devise alternative ways to combat negative behavior, and ways to ensure Chat Pass is distributed to those who need.

Players who intend on being problematic are less likely to invest the effort or money required to obtain a Chat Pass.

This enables us to focus our attention on those who remain problematic.

Overall, we have noticed positive improvements in Chat Pass enabled public rooms.

Most public rooms require a chat pass, except those that have "No Chat Pass Required" in their description.

Only if you want to chat or create / join games in Chat Pass enabled public rooms.

• If you had bought or been gifted 2000 coins or more before Dec 05, 2022, you will have automatically received one.
• If your account is new, or you haven't logged into your account since Jun 16, 2023, you will have 7 days to purchase the Welcome Offer from the shop, which includes a Chat Pass.
• Purchase from the shop under badges.
• Ask a friend if they can gift you one.

You only need to own one, you don't need to equip it, ownership is detected when you join Chat Pass enabled public rooms.

Tackling the issue of abuse is at the heart of Plato's mission, everyone deserves to be able to enjoy Plato without the unpleasantness of abuse. We provide the necessary tools and resources to protect players within our community:

Community Guidelines - Rules that players must follow. Learn more here.
Dedicated support team - Email [email protected] to report incidents.
In-app block and report - Permanently block players and report harmful content.
Automatic moderation - Harmful content is automatically detected and rejected.
Human moderation - Public rooms are monitored by humans.
Game controls - Game creators can kick players from their games and players can leave games.

If you or another player is the victim of abuse, don't ignore it, report it:

• Block and report the abuser via the block and report button. The chat will be recorded and reviewed.
• If the abuse took place in a private group, report it to the group admins, otherwise leave the group.

If you continue to experience abuse or would like to report in detail, email [email protected]. Provide:

• Your Plato ID.
• The Plato ID of the abuser.
• A description of the incident.
• Attach or link video proof if you think it'll be helpful.

• Double check the email you entered is correct.
• Try logging in with the email, in case it's already registered, only 1 account can be registered per email.
• Use a different email.
• Otherwise, email [email protected], provide your Plato ID, describe the issue.

You can't. You need to have registered your email in order to receive the login code.

You can't. You need access to your email in order to receive the login code. Follow your email providers recovery procedure.

""We could not send a recovery email for this account, please try again".

• Double check the email you entered is correct.
• If you have requested too many recovery emails, wait 24 hours before trying again.
• Otherwise, email [email protected], provide your Plato ID, describe the issue.

You can't. The email you registered with is permanent. This is to eliminate the risk of your account being hijacked.

You can't. This data isn't stored on Plato's servers for privacy reasons.

"Failed to upload image because of bad or abusive content. Please pick another image".

The image most likely contains harmful content e.g. nudity. Plato uses filtering software to detect potentially inappropriate images. Try another image.

""You've changed your profile picture too many times today. Please try again later".

You can change your profile picture 4 times every 24 hours. Plato uses filtering software to detect potentially inappropriate images, every image checked incurs a cost.

"Uh-oh, looks like you used a bad word".

The ID contains a word that is blocked by Plato's bad word filter. Try another ID.

You can try changing your ID 6 times every 24 hours. We recommend you check if IDs are available beforehand via friend requests.

"You've changed your ID too many times today. Please try again in 24 hours".

You can change your ID 1 time every 24 hours.

"Sorry, that ID is unavailable".

A random period between 24 and 72 hours.

Plato doesn't facilitate ID transfers. Transfer at your own risk. We recommend you don't tell anyone, delete all friends, add then delete all friend requests, delay, be unpredictable.

Plato occasionally release IDs, they do not provide info on how or when. Keep checking.

You can't. They're friendly!

If you have reasonable justification, email [email protected].

A coin refund was likely requested, and the coins or items linked to transactions involving the refunded coins, were repossessed during the reversal process. For more info, email [email protected].

Wait a while, or change an element of your profile to force another update.

Buying or selling Plato IDs or accounts for real money violates the Community Guidelines. Buying or selling Plato IDs or accounts for other commodities is not recommended.

This is the consequence of when we cleaned up emails containing periods. To recover your account, email [email protected]. Provide:

• The email your account is registered to.
• The Plato ID of your account.
• The Plato ID of the account you were mistakenly logged into.

Your account is your responsibility, if you want to share you can, but we don't recommend it. Anyone you share your account with has complete control, including the ability to delete your account, delete your friends, spend your coins, etc.

Via ⚙️ > Devices. Every device logged into your account is detailed. Click a device then "log out" to immediately revoke its access.

Only your friends or game opponents can see you online. If you don't want your friends to see you online, turn off ⚙️ > Privacy > Show Online to Friends.

You can tap on any person's profile picture and choose "Block". This will:

• Mute their chat messages everywhere on Plato.
• Prevent them sending you a friend request.
• Prevent them joining games you created.

We treat privacy very seriously. You can find our Privacy Policy here: https://platoapp.com/privacy