Frequently Asked Questions

Account Deletion General Info Moderation Special Badges Chat Pass Abuse Account & Profile Security & Privacy

Account Deletion

How do I delete my account?

For account deletion, you can follow these steps:

Launch the Plato app
Tap the Profile image in the upper left hand corner
Tap the Gear Icon
Tap "Account"
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.

My account was deleted by someone else, can I recover it?

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.

General Info

What is Plato News?

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.

How do I earn coins?

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

I accidently bought the wrong item, can you refund me?

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

I have identified a bug, how do I report it?

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.

I have an idea or suggestion, how do I share it?

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.

Why doesn't block work?

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

How do I block a player without reporting them?

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

How do I report a player without blocking them?

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

A player cheated during a game, how do I report them?

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

A player scammed me during a trade, how do I report them?

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

Tips:

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

How do I get in touch with Plato for something not covered here?

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).

Moderation

How does moderation work on Plato?

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

We enforce these Community Guidelines in a few ways:

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

How do silences work?

Accounts may be silenced by a DEV/Server Leader for 1 hour. 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.

How do bans work?

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.

Special Badges

What is a Leader?

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.

What is a Developer?

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:

Chat Pass

What is a Chat Pass?

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

Why was Chat Pass introduced?

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.

How does Chat Pass combat negative behavior?

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.

Which public rooms require a Chat Pass?

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

Do I need a Chat Pass?

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

How do I obtain a Chat Pass?

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.

How do I use my Chat Pass?

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

Abuse

What is Plato doing to combat abuse?

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.

How do I report abuse?

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.

Account & Profile

Why can't I register with my email?

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.

I didn't register, how do I login?

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

I can't access my email, how do I login?

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

Why can't I login with my email?

""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.

How do I change my email?

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

How do I restore private messages after logging in?

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

I tried to change my profile picture, why was it rejected?

"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.

I changed my profile picture too many times, why can't I change it again?

""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.

I tried to change my Plato ID, why was it rejected?

"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.

I tried to change my Plato ID too many times, why can't I change it again?

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

I changed my Plato ID, why can't I change it again?

"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.

I changed my Plato ID, when will my old Plato ID be available again?

"Sorry, that ID is unavailable".

A random period between 24 and 72 hours.

My Plato ID was intercepted while transferring it to another account, can you return it?

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.

An inactive player has the Plato ID I want, can you release it?

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

How do I remove PlatoBot from my friend list?

You can't. They're friendly!

How do I remove an item from my inventory?

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

Why did my coins or items disappear?

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].

I updated my profile theme, why did it revert back?

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

Can I buy or sell Plato IDs or accounts?

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.

I was logged into an account that isn't mine, how do I rectify?

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.

Can I share my account with others?

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.

How do I check who or what devices are logged into my account?

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

Security & Privacy

Who can see me online?

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.

How do I block users?

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.

What is your privacy policy?

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