Profile and Content Takedown Notice Process
How to report a policy-violating profile or item, how Sovrin reviews it, expected response targets, enforcement options, and appeals.
Effective 17 July 2026
Key points
- Report profiles, individual photos, and individual chat messages through in-app controls, support@sovrin.co, or https://sovrin.co/contact.
- Immediate-danger and severe safety reports target an initial response within 24 hours; other complete reports target initial review within 72 hours.
- Sovrin targets resolution within 7 calendar days, while complex identity, legal, or cross-border matters may require additional time.
- Enforcement can include content removal, contact prevention, account restrictions, session/token revocation, suspension, banning, evidence preservation, or appropriate escalation.
- Appeals target acknowledgment within 72 hours and a decision within 14 calendar days, with independent review where staffing permits.
1. Who may submit a notice and how
Authenticated members can use the Report control on profiles, individual photos, and individual chat messages. A non-user, depicted person, rights holder, authorized representative, or person unable to access the in-app controls may email support@sovrin.co or use https://sovrin.co/contact.
If there is immediate danger, contact local emergency services first. Do not download, forward, or attach suspected CSAM or non-consensual intimate imagery. Identify the location of the content and allow authorized reviewers to preserve it through controlled systems.
2. Information to include
- The profile URL, username, photo/content URL, message or conversation reference, or other information sufficient to locate the item.
- The applicable report category and a concise description of what happened.
- The reporter’s relationship to the content, including whether the reporter is depicted, owns the rights, represents the affected person, or witnessed the conduct.
- Safe supporting information such as dates, public URLs, prior report references, or proof of authority. Do not submit illegal imagery or unnecessary sensitive personal data.
- A reliable contact method for clarification and updates. Sovrin may request additional verification where needed to prevent fraudulent or retaliatory takedowns.
3. Intake, containment, and priority
A submitted report creates a record in the appropriate access-controlled profile, photo, or message queue. Reporting a profile also blocks contact between the reporter and reported account. High-risk content may be hidden, held, or otherwise contained while the review is pending when safety risk warrants it.
Reports involving immediate danger, suspected child exploitation, trafficking, credible threats, or non-consensual intimate imagery are prioritized with a target initial response within 24 hours. Other sufficiently complete reports have a target initial review within 72 hours. These are operational targets rather than guarantees where volume, missing information, technical disruption, or legal complexity prevents compliance.
4. Human review and resolution target
Authorized Sovrin trust-and-safety administrators review the reported item, selected reason and details, relevant account and media history, timestamps, prior reports, moderation results, and available login or technical records. Review access is limited to information reasonably necessary for the decision.
Sovrin targets resolution within 7 calendar days. Complex identity disputes, counter-notices, legal demands, cross-border issues, or investigations involving external safety bodies may require more time. The reporter is updated when practicable, subject to privacy, confidentiality, safety, and legal restrictions.
5. Available actions and external escalation
Depending on severity, context, history, and confidence, Sovrin may take no action; request more information; hide, reject, or remove content; prevent further contact; warn or restrict the account; terminate sessions; revoke tokens; suspend or ban the account; preserve relevant evidence; or restrict attempted re-registration.
Immediate danger, apparently reportable child exploitation, trafficking, credible threats, or legally actionable material may be escalated through an appropriate emergency, designated safety-reporting, payment-provider, app-store, or verified legal channel. Sovrin does not automatically send private content to law enforcement and does not use automated classification as a final criminal finding.
6. Enforcement notice and appeal
Where safe and legally permitted, an affected account receives notice of the action and the policy basis without exposing the reporter’s confidential information, sensitive detection methods, or details that could endanger a person or impede an investigation.
A user may appeal by emailing support@sovrin.co with the subject “Appeal,” or by replying to an enforcement notice where a reply channel is provided. The appeal should identify the account and action, explain the alleged error, and include safe supporting evidence. Sovrin targets acknowledgment within 72 hours and a target appeal decision within 14 calendar days.
An authorized administrator who was not the original decision-maker reviews the appeal where staffing permits. Otherwise the action receives a fresh documented review against the AUP, available evidence, account history, proportionality, and safety risk. Successful appeals result in restoration where technically and legally appropriate. If denied, the action remains and Sovrin provides the reason to the extent safe and permitted.
7. Records, privacy, and contact
Sovrin records the report, reviewer, decision, action, appeal, and referral reference where applicable. Data is retained only as required or reasonably necessary for safety, fraud prevention, legal obligations, dispute resolution, or enforcement. Contact support@sovrin.co or https://sovrin.co/contact. The Acceptable Use Policy is at https://sovrin.co/acceptable-use.