Support

# Via Sanctum Support

Last updated: 24 March 2026

Via Sanctum is a Catholic study app with optional, controlled community event features, operated by Tony Kero in New South Wales, Australia.

## Contact
- Website: https://viasanctum.app/
- Support portal: https://viasanctum.app/support/
- Support email: support@viasanctum.app
- Safety and moderation fallback: safety@viasanctum.app

## Verification and login support
- If verification emails do not arrive, use **Resend Code** from the Verify Email screen.
- Check spam or junk folders first.
- If the problem continues, email support@viasanctum.app with the email address used to register.
- Via Sanctum blocks accounts under 14 and keeps ages 14 to 17 in restricted mode. Suspected under-minimum-age accounts are prioritised for review and may be temporarily restricted during review.
- If your age gate was blocked by mistake, email support@viasanctum.app with subject line: `Age Gate Review`.

## Event listings and host applications
- Roles are: `member`, `verified_host`, and an internal `admin` moderator role reserved for Via Sanctum moderation operations.
- Full-access members can apply for verified-host status.
- Verified hosts can submit event listings.
- Submitted event listings remain pending until manually reviewed by Via Sanctum's internal moderator-admin account.
- Via Sanctum's internal moderator-admin role may approve, reject, edit, unpublish, remove listings, or suspend host permissions.
- Events are non-social records in this release: no in-app comments, event chat, reactions, or direct messaging.
- The Discover tab remains visible in the app, and the Events section stays disabled until a full-access user enables `Account > Community > Enable Events`.
- Accounts aged 14 to 17 cannot access Events, RSVP tools, or host workflows.

## Account deletion
- In-app path: `Account > Delete Account`
- Deleting your account removes access to the account and starts cleanup of account-linked data from active systems, subject to limited retention for moderation records, fraud prevention, backups, incident handling, and legal compliance.

## Privacy requests (Australia)
Use the in-app path first:
- `Account > Family & Privacy Controls > Privacy Request Center`

You can also email:
- support@viasanctum.app

Please include:
- your account email; and
- the request type in the subject line.

We aim to acknowledge privacy requests within 2 business days.

If a privacy complaint is not resolved, users may escalate to the OAIC:
https://www.oaic.gov.au/privacy/privacy-complaints

## Moderation response targets
- Report acknowledgement: immediate in-app confirmation
- Initial triage target: usually within 24 hours, subject to staffing, weekends, public holidays, and incident volume
- High-risk content or behaviour: temporary action where reasonably needed pending review

## Technical issue triage
- Account and authentication issues: we aim to respond as soon as reasonably possible, usually within 24 hours
- Gameplay blocker issues: we aim to respond as soon as reasonably possible, usually within 24 to 48 hours
- Pilgrim Cards nearby unlock/location issues: we aim to respond as soon as reasonably possible, usually within 24 to 48 hours

## Via Sanctum Plus and billing
- Via Sanctum Plus is a premium subscription tier that is coming soon.
- When available, subscriptions are processed by Apple through the App Store. Via Sanctum does not handle payment details directly.
- To manage or cancel a subscription once active: Settings > [your name] > Subscriptions on your iPhone, or visit https://apps.apple.com/account/subscriptions.
- For refund requests, contact Apple Support at https://reportaproblem.apple.com/ — Apple handles all billing refunds for App Store purchases.
- For questions about Plus features or entitlement issues, email support@viasanctum.app.

## Security and privacy incident reports
Use the in-app `Contact Safety Team` or `Safety report` flow first where available.

Security or privacy incident reports can also be sent to:
- support@viasanctum.app with subject line `Security Incident`
- safety@viasanctum.app for urgent trust and safety risks or where in-app reporting is unavailable

Please include:
- timestamp;
- affected account or email;
- screenshots, logs, or other supporting detail if available.

## Abuse response workflow
1. Report received and logged
2. Triage based on severity
3. Temporary mitigation where reasonably needed
4. Reviewer action taken
5. Follow-up where appropriate

## Related policies
- Privacy Policy: https://viasanctum.app/privacy/
- Terms of Use: https://viasanctum.app/terms/
- Event Host Rules: https://viasanctum.app/event-host-rules/
- Community Guidelines: https://viasanctum.app/community-guidelines/
- Safety and Reporting Policy: https://viasanctum.app/safety-reporting/