Got a question, feedback or need help using dubbii? Check our troubleshooting guide or submit your query using the form below 🩵

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dubbii Live Support 

 

Our Live sessions have a new home! dubbii Live now happens inside the dubbii app, instead of on Zoom. This is our own body-doubling space, built just for the community and designed to help you focus. 
 

We’ve worked hard to make everything run smoothly, but the occasional glitch can happen. If something isn’t working or you spot a bug, please get in touch using the form below — we’re here to help 🩵

Audio issues?
If you can’t hear the host:

• Check your device isn’t on silent

• Turn your volume up

• Open Settings (the cog ⚙️) and make sure host audio is turned on

 

Still no luck? Take a look at the general troubleshooting tips below, or contact us using the form.

Can I join on desktop?
Not right now — dubbii Live is currently mobile-only, through the app.

Can I change my name?
Yes!

• You can change your display name before joining a Live

• If you’re already in a session, just leave, update your name, and rejoin

Focus controls
You can personalise your session in Settings (the cog ⚙️)

• Toggle host audio

• Adjust focus sounds

• Turn chat or celebration effects on or off

You can also join Teams (like Admin, Cleaning, or Crafting) to focus alongside people doing similar tasks.

Why has my camera been turned off?
For everyone’s comfort and safety, our moderation team may turn off cameras if needed. This usually happens when community guidelines aren’t being followed.

Why has my message been deleted?
Messages may be removed if they don’t follow our community guidelines.
We also use automatic filters to hide language that could be harmful, insensitive, or inappropriate.

If you think something’s been removed by mistake, please get in touch using the form below — we’re happy to look into it.

Reporting another user
Every dubbii Live session is moderated by trained staff, but if we’ve missed something, please use the form below to let us know.

All users must accept our community guidelines before joining their first Live session:
https://www.dubbii.app/community-guidelines

Ban & moderation support
Sometimes, to keep everyone safe, we may need to take action — such as turning off a camera, limiting chat access, or issuing a ban.

We take safety, comfort, and privacy very seriously.
 

If a moderation action has been taken against you and you’d like more information, please contact us using the form below. You can always review what behaviour is and isn’t allowed here: https://www.dubbii.app/community-guidelines

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General Troubleshooting Advice

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Here are some quick pointers to help you troubleshoot — these steps solve around 90% of support requests:

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1. Check you're on the latest app version – open the App Store or Google Play Store, search for “dubbii” and update if needed. If no update is pending, you’re already up to date. 

2. Make sure your device is on the latest iOS or Android version – we only support the newest OS versions.

3. Fully close and restart the dubbii app – swipe it away from recent apps, then reopen.

4. Try uninstalling and reinstalling the app – your account and data will be restored when you log back in with the same account.

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📲 Push notifications or nudges not working?

• If notifications are delayed or not showing, make sure you’ve interacted with recent ones. Your phone may reduce their priority if it thinks you’re ignoring them.

• If there’s no sound, check your phone isn’t on Silent, Do Not Disturb or Focus Mode, and that notification sounds are enabled for dubbii.

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💳 Subscription issues?

• If you have a subscription but it’s not showing, tap “Think you have a subscription?” in the app to redeem your purchase.

• Check your App Store or Google Play Store account – if you can’t find the subscription, make sure you’re logged into the same Apple ID or Google account used when subscribing.

• Due to restrictions in the way Apple and Google subscriptions work, we can't cancel your subscription, issue refunds or transfer your subscription to another account.

• You can find guidance on canceling your subscription in the app's "Manage Subscription" page.

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🧾 If you still need help, include this when submitting a support ticket:

• A clear description of what’s happening (what you expected vs what actually happened)

• Your device and OS version (e.g. iPhone 13, iOS 18.0.1 or Pixel 7, Android 14)

• Approximate time the issue occurred

• Any steps you’ve already tried

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These details help us identify and fix your issue much faster 💪