Help

1. Getting started

How do I sign in?

Open Kitaa, tap Continue with Google and choose your Google account. As the sign-in screen says, by continuing you agree to our Terms of Service, which include the Community Guidelines, and our Privacy Policy. Once you are signed in, you can use the whole app straight away; there is nothing else to fill in.

What happens when the terms change?

The next time you open the app after our Terms of Service or Privacy Policy change, it shows a notice with links to the new versions. Tap OK to close it. If you keep using Kitaa, you agree to the updated terms.

Where do my nickname and photo come from?

They are taken from your Google account when your Kitaa account is created. You can change your nickname on Edit profile in the app. Your photo cannot be changed in the app yet; to correct it, email [email protected].

What else can I add to my profile?

On Edit profile you can add a username (3 to 30 characters: letters A–Z, numbers, dots and underscores), a bio (up to 150 characters), your birth year (shown as your age), your gender, your country, the languages you speak and your interests. All of them are optional: the app never asks you to fill them in, and you can leave them empty or clear them at any time. Your username, birth year and gender are shown only to you. See our Privacy Policy.

2. Coins and payments

How do I buy coins?

On the Me page, tap Add coins and choose a coin pack. Google Play handles the payment, so we never see your card or bank details. Coins are added once Google Play confirms the payment.

How are prices shown?

Google Play shows the price of each coin pack in your local currency. During promotions some packs include bonus coins, and the app shows them on the pack before you buy.

I paid but my coins have not arrived

Coins usually arrive within moments. If they don’t, open Kitaa with a working internet connection: the app automatically checks Google Play for paid purchases that have not been added yet and adds them. If they still don’t arrive, email [email protected] with your Google Play order number (it starts with GPA.).

Can I get a refund?

Coins are not refundable except where the law or Google Play’s refund policies require it. Refunds for purchases are requested from Google Play. If a purchase is refunded, the coins from it may be removed from your balance. See Coins in our Terms.

Do coins expire?

No. Coins do not expire while your account exists. They are cancelled if your account is deleted, once the 7-day cancellation period has passed.

3. Video calls

Who can I call?

You can call hosts when they are online and not busy. The Discover page lists hosts, with available hosts first. Hosts are online only while the Kitaa app is open on their phone.

How much does a call cost?

10 coins per minute, the same for 480p and 720p video. You need coins for at least one minute to start a call.

How is a call charged?

Charging starts when the host answers and you are both connected. Each minute is charged at its start. Only connected time counts: if either side’s connection drops, charging pauses.

What happens if the connection drops?

The call is kept open for 60 seconds so either of you can reconnect, and you are not charged while disconnected. If nobody reconnects in time, the call ends.

What happens when my coins run low?

The app warns you when your balance will not cover the next minute. When the next minute is due and you don’t have enough coins, the call ends.

How long does a call ring?

Up to 45 seconds. If the host doesn’t answer, the call ends and you are not charged.

4. Video rooms and voice rooms

What is the difference?

In a video room, the host streams video and everyone else watches and chats. In a voice room there are 8 seats: the host always has seat 1, and anyone in the room can take a free seat to talk. Only hosts can open rooms.

Does joining a room cost coins?

No. Joining, watching, listening and chatting are free. Gifts cost coins.

How do seats work in voice rooms?

Tap an empty, unlocked seat to take it and leave it whenever you like. You can mute your own microphone. The host can lock and unlock seats and remove someone from a seat.

Is room chat saved?

Yes. Chat messages are stored on our servers so we can review reports, and when you join a room you see its latest 50 messages. When someone reports from a room, a copy of its latest 50 messages is saved with the report. Each message can be 1 to 200 characters. See our Privacy Policy.

Which video quality will I see?

Video plays in 480p by default. You can switch to 720p.

5. Gifts and host points

How do gifts work?

Choose a gift and a quantity from 1 to 99 and send it to the host in a room or during a call. The price in coins is shown before you send. Sent gifts cannot be taken back or refunded. Gifts are virtual items for use in Kitaa only. Sending a gift does not guarantee a reply, a call or a relationship.

What are host points?

When a host receives a paid call minute or a gift, they get host points equal to the coins spent. Host points are only a record: they have no cash value and cannot be withdrawn at the moment. Any future rules for paying hosts will be published separately.

How do I become a host?

Host status is given by the Kitaa team. There is no way to apply in the app yet.

6. Reporting and blocking

How do I report someone?

You can report from a call, a room or a host’s profile:

• During a call: tap ••• at the top. After a call: tap Report or block.
• In a video room or voice room: tap ••• to report the host, tap a person on a seat and choose Report or block, or press and hold their chat message.
• On the Discover page: open the host’s profile and tap •••.

Then tap Report, choose a reason and add details if you like. Our team reviews every report; response times are in our Community Guidelines.

Which reason should I choose?

• Harassment or bullying: insults, threats, hate or stalking.
• Sexual content: nudity, sexual acts or talk, or asking for them.
• Intimate images or impersonation: intimate images shared without consent, or someone pretending to be another person.
• Scam or fraud: scams, or asking for payment outside Kitaa.
• Underage user: someone who seems to be under 18.
• Child sexual abuse or exploitation: anything that sexually abuses, exploits or endangers a child.
• Something else: anything else. Say what happened in the details.

More examples are in our Community Guidelines.

What does blocking do?

Once you block someone, neither of you can call the other, and they no longer appear in your host list. If you block the person you are in a call with, the call ends; if you block a room’s host, you leave the room. You can unblock people in Me → Settings → Safety → Blocked accounts.

Someone is in danger

If anyone is in immediate danger, contact your local emergency services first. For concerns about children, see our Child Safety Standards.

7. Your account

How do I sign out?

Sign out in Me → Settings. Signing out also stops call notifications on that phone.

How do I delete my account?

In the app (Me → Settings → Account → Delete account), or without the app in the ways on our Delete account page. You are signed out at once, and you have 7 days to change your mind by signing in again. After that the account is closed and its coins and host points are cancelled. Its data is kept, not erased; the Delete account page explains what we keep and why.

8. Still need help?

Email [email protected]. For privacy questions, email [email protected]. All our addresses are on the Contact us page.