Support

Effective: 31 October 2026 · Version: 2.5 · pr@premate.gg

This page explains where each question about micup.gg is handled: whom to write to, what you can do yourself inside the application and how quickly you will get an answer.

1. How to reach us

Our only support address is pr@premate.gg. We have no phone line; support is handled by email.

For a faster answer, include in your message: your username, where you saw the problem (server/channel name or page address), the exact time and, if you use the desktop application, its version number (the version line at the bottom of Settings).

• Account, payment and general support: pr@premate.gg
• Content reports and abuse: pr@premate.gg
• Personal data requests: pr@premate.gg
• Authorities and legal notices: Legal Requests Guide (Turkish)

2. Reporting content and users

If a post, message, profile or server breaks the rules, the fastest way is inside the application: the Report button next to the content sends the report straight to the moderation queue and attaches the evidence (link, time, context) automatically. For reports received by email this context has to be searched for manually, so the answer takes longer.

If you cannot access the application, or what you want to report is an entire account, write to pr@premate.gg. For rules, sanctions and the appeal process, see the Community Guidelines (Turkish).

3. Account actions

• Deleting your account: Settings › Account › delete account. Deletion cannot be undone; what is deleted, what is anonymised and which records remain because of legal obligations is set out in section 10 of the Privacy Policy.
• Step-by-step account deletion (mobile, web and email routes, time limits): Account Deletion (Turkish)
• A copy of your data: Settings › Account › Prepare my data. When the file is ready it is downloaded from the same place and deleted from storage after 8 days.
• Profile and privacy settings: Settings › Profile and Settings › Privacy.
• Sessions: Settings › Security — you can see and end sessions on other devices.
• Micup Plus: your Plus period is shown in Settings › Micup Plus. In the same place you can cancel an automatically renewing subscription bought on micup.gg (Paddle), undo a cancellation and update your payment method (Pricing › Cancelling the subscription). A Google Play subscription bought in the Android application installed from Google Play is cancelled in Google Play under Payments & subscriptions › Subscriptions (Pricing › Google Play subscription on Android). Prices are on the Pricing page, payment terms in section 11 of the Terms of Service, and refunds and withdrawal in the Refund Policy.

If you cannot follow these steps because you cannot access the application at all, write to pr@premate.gg from the email address registered to the account; we carry out the action ourselves to the extent we can verify your identity.

4. Desktop application — common problems

• No connection / offline screen: the application loads its content from micup.gg, so chat, voice and the feed do not work without an internet connection. When the connection returns the application refreshes itself; if it does not, close the window and open it again.
• Updates: if you installed from the Microsoft Store, the Store downloads updates itself (Microsoft Store › Library › Get updates). If you installed with the setup file, the application checks for and downloads the new version itself on start-up.
• Push-to-talk does not work: in Settings › Voice, make sure push-to-talk is on and assigned to a key. The key is only listened to while you are in a voice room; when you leave the room, listening stops completely. When a game runs with administrator rights, Windows may not pass the key to the application — starting Micup as administrator as well solves this.
• Microphone or camera does not turn on: check that the app permission is on under Windows Settings › Privacy & security › Microphone/Camera. Without permission the application cannot open the device at all.
• Screen sharing: when sharing starts, you choose the window or screen in the picker that opens; no image is captured until you choose. To stop sharing, press the share button in the voice bar again.
• In-game overlay not visible: the in-game overlay is turned on in Settings › In-Game Overlay and does not work in exclusive fullscreen mode; switch the game to borderless window mode.
• No notifications: the application must stay open in the tray and Windows notification permission must be granted. In Settings › Notifications you can choose which events are notified.

If the problem continues, send your Windows version, the application version and a screenshot of the problem to pr@premate.gg. What data the desktop application accesses is described in the desktop section of the Privacy Policy.

5. Response times

We aim to answer support emails within 72 hours. The team is small and human; we do not claim to run a round-the-clock support desk.

Safety and abuse reports go through a separate queue with shorter targets:

All reports made with the Report button, and every report of objectionable content or harassment, are reviewed within 24 hours at the latest; details are in the Community Guidelines (Turkish).

Personal data requests are concluded within 30 days at the latest, as required by law (see Privacy Policy, section 9).

6. Operator

• micup.gg is operated by O Group MMC, registered in Azerbaijan (Aslanbayli Village, Qazax, AZ3500, Azerbaijan; VÖEN 4202413611).
• Support: pr@premate.gg