Review times and appeals
If you disagree with a moderation decision, you can appeal within 30 calendar days of being notified. A designated review lead will send you a decision or a progress update within 15 business days of receiving your appeal.
If you disagree with a moderation decision, you can appeal within 30 calendar days of being notified. A designated review lead will send you a decision or a progress update within 15 business days of receiving your appeal.
How long reviews of reports take
These times count from when we receive your report or appeal:
- Urgent safety reports (child sexual exploitation, intimate images shared without consent, harmful deepfakes that pose serious safety risks, or credible threats of violence): a person assesses the report and responds within 48 hours, including weekends and public holidays.
- Other reports: we confirm we got your report within 5 business days. We then send a decision or an investigation update within 15 business days.
- Longer investigations: we send a progress update and a new estimated timeline at least every 15 business days until the matter is closed.
- Appeals: a decision or progress update within 15 business days.
"Business days" means Monday to Friday, not counting Hong Kong public holidays. These are the times we commit to responding by. Some investigations take longer to finish. We can only send you updates if you've given us a way to reach you.
If your character wasn't approved
You don't always need to appeal. Check your character's review status, which tells you what happened and often why. Edit the character and publish it again to start a new review. A character marked Removed is no longer available and can't be edited or published again.
How to appeal a decision
- Tap the chat bubble at the bottom right of laffi and ask for a person — we'll create a ticket and reply in the app and by email. You can also email [email protected].
- Say which decision you're appealing. Include the character name or link, or the report reference if you have one.
- Explain why you think the decision was wrong and add any relevant supporting information.
What to expect
- An appeal doesn't automatically pause the original action.
- We may uphold, change, or reverse the decision. An appeal doesn't guarantee a different outcome.
- To protect privacy, safety, or an investigation, we may not be able to share every detail.
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