✦ VIA AD ME

Contact and support

We are here if you have a question about the VIA AD ME worlds, AI MIRROR, club cards, tickets, gifts or your personal account.

How to reach us

Write to support@viaadme.com. Please write from the email address used in your personal account, so we can find your account faster. Never send your password, master password, PINs, access codes or bank card details by email. We will never ask for them.

What to include

• Sign-in and personal account: your account email and what exactly is not working: sign-in, access code, AppLock, App Lock PIN. • Payment, subscription, renewal: what you bought (a world, AI MIRROR, The Quiet Pass, Noir Concierge, Pass Jeunesse, a ticket) and the payment date. Receipts and payment history are in your personal account. • Gift: the email address the gift was sent to and, for the NOIR CONCIERGE card, the first and last name on the card. • NOIR CONCIERGE card: the card number from your personal account. For delivery questions, the address given at checkout. • Children’s access: the parent’s email and what happened — connecting a device, parental controls, the “Quiet Guardian”. • Applications and partnerships: the name of the programme (Genesis Pass, THE SQUARE, The Manufaktur, The Creative House, The Release, The Production, THE CREATOR ATELIER) and the date of the application.

For key and card holders

• Genesis Pass and Noir Concierge holders can write to the House directly in the personal messenger The Vault, in their personal account. • The Quiet Pass: invitations and viewing links arrive in your personal account, in THE QUIET PASS section.

Withdrawal and cancellation

• Withdraw from a purchase within 14 days: the button below the card in your personal account or the /widerruf page. • Stop a subscription renewal: in your personal account or on the “Cancel subscription” page (/kuendigung).

If a child is in danger

If a child is in danger right now, call the emergency services of your country immediately (112 in the EU). VIA AD ME support does not replace emergency help.

Data requests

Send requests for access, rectification, erasure, portability or restriction of processing to support@viaadme.com. Before replying, we may ask you to confirm your account email so that we do not disclose data to someone else. Details are in the Privacy Policy.

ECHO: reporting content

You can report a post in ECHO directly on the post or by writing to support@viaadme.com. The procedure is described in the ECHO Community Rules.

Languages

Write in any language — we will reply in yours.

Legal details

Olha Lysenkova, VIA AD ME, Mendelssohnstr. 2, 08064 Zwickau, Germany. Full details are on the Impressum page.