Most answers are here. For anything else, write to [email protected], in English or Italian, and tell us your phone model and what happened.
The characters
Are the characters real people? No. Every character in Portosera is fictional, and their messages, photos and voice notes are made by AI or prepared by us in advance. No real person ever talks to you live. More on the Safety page.
Can I meet a character, or talk to them outside the app? No. Invitations and dates are scenes inside the story. A character never calls you, never writes to you outside the app and never asks for money. If someone does, it is not Portosera.
Why didn't a character answer right away? Characters have a life and a schedule: they work, go out and sleep at night. They answer when they can, as people do.
A character wrote something wrong or inappropriate. Report it with Segnala, from the chat or from their profile. We stop suggesting that character to you.
Can I make a character forget something? Yes. Under Tu, you can see what each character remembers, delete a memory or clear them all, and turn off new memories.
Gems and the Pass
What are gems? The app's currency. They pay for photos a character offers you, dates and more. You get them by buying them, with the daily gift, by levelling up and with the Pass. They have no cash value.
What is the Pass? A weekly, monthly or yearly subscription with its own benefits, described in the app before you buy. It renews automatically until you cancel it. There is no free trial.
How do I cancel the Pass? On iPhone: Settings, your name, Subscriptions, Portosera, Cancel subscription, at least 24 hours before the renewal. On Android: Google Play, your profile picture, Payments and subscriptions, Subscriptions, Portosera, Cancel. The app also opens these settings for you. The Pass stays active until the end of the period already paid. Deleting the app or the account does not cancel it.
How do I get a refund? Purchases are made through Apple or Google, so refunds are requested from them: on iPhone at reportaproblem.apple.com, on Android from your Google Play order history. If a purchase of gems is refunded, those gems are removed from your balance.
I bought something and didn't receive it. Close and reopen the app with a working connection, then use Ripristina acquisti in the shop. If it is still missing, write to us with the date and the receipt from Apple or Google.
I changed phone. Can I keep my gems and stories? Your account is anonymous and lives on your phone, so today it cannot be moved to another phone. A Pass still active can be recovered on the new phone with Ripristina acquisti, using the same Apple or Google account. Gems and stories stay with the old account.
Your account and privacy
Do I need an email or a password? No. The app creates an anonymous account the first time you open it.
How do I delete my account? In the app: Tu, then Privacy e account, then Elimina l'account. Everything is explained on the Delete your account page.
What happens to my data? The Privacy Policy explains it in full. In short: no ads, no tracking, no sale of data, and your messages are sent to OpenAI only to write the replies.
How do I stop notifications, or messages at night? Turn notifications off under Tu, Impostazioni, Notifiche, or in your phone's settings, mute a single story with Silenzia notifiche, or turn on the Pausa notturna under Tu, Benessere.
Contact
[email protected]. We usually answer within a few days.