Help

Talk to a person

Write to support@lako.sh. A person reads every email. Send it from the address you sign in with, so we can find your account, and tell us which plan it's about if there is one.

Report a shot, a person or a plan

Each of these has a quiet Report link:

• A shot: open it in the album; Report sits next to the name of whoever added it.
• A plan: at the bottom of the plan page, or of the invite.
• A person: next to their name on the crew list. Hosts find it after the ⋯ next to someone.

Pick what's wrong, add a note if you like, and send it. A shot you report disappears from your album straight away. Not signed in? Report on the invite opens an email to us that already says which plan it is, or write to support@lako.sh with the plan's link.

Block sits beside Report. Once you block someone, you don't see their shots in any plan (except as a plan's cover), and they're taken out of plans you host and can't join them. They aren't told. Settings › Blocked people lists everyone you've blocked, with Unblock.

If a shot may show a child being abused, don't screenshot, save or forward it. Report it to us and to the police where you live. In Australia, that's the ACCCE, and you can report illegal or harmful content to eSafety.

What happens after you report

A person looks at every report within 24 hours. Depending on what we find, we take the shot down, remove someone from a plan, close an account, or delete a plan, and we report illegal content to the police or the right authority. The person you reported isn't told who reported them. We may write back if we need more detail.

If someone is in danger, call your local emergency number first.

Signing in: the link and the code

Lako has no passwords. When you sign in with your email, we send a link and a 6-digit code. Open the link, or type the code on the page that asked for it. The code is handy when the link opens in a different browser, like the one inside your mail app, or on another device.

Not there? Check spam or promotions, then ask for a new one. Each link and code works once, for 15 minutes.

Can’t find your plans

Signed in with a different email before? Plans belong to the account you used then. Sign out and use that one.

A plan you were invited to shows on your plans once you've opened its link while signed in. If the host removed you or deleted the plan, it's gone from your list.

Who sees your shots

An album is for the plan's crew: the host and the people who are in. The cover is the one picture anyone with the invite link can see. You can delete a shot you added while you're in the plan, and the host can delete any shot in their plan. Albums are deleted 90 days after the plan ends, unless the host has Lako Plus, and everyone who's in gets an email 14 days before.

Deleting your account

Go to Settings › Delete account. Plans you host are deleted for everyone, with their albums. You leave the plans you joined, and you choose whether your shots in them are deleted or kept as "Former member". It happens straight away and can't be undone.

Can't sign in any more? Write to support@lako.sh from the account's address, and we'll delete it for you.