How to Report a User or Problem

The safety of the ReciGo community is our priority. If you encounter inappropriate behavior, fraud, or safety issues, this guide explains how to report them.

🚨 When You Should Report

Situations That Require Immediate Report

Personal safety:

• ❗ Threatening or aggressive behavior
• ❗ Harassment or intimidation
• ❗ Inappropriate requests
• ❗ Following or stalking
• ❗ Physical violence or threats

Fraud:

• ❗ Request for payment outside the app
• ❗ Identity theft
• ❗ Scams or deception
• ❗ Fake profiles
• ❗ False reviews

Prohibited materials:

• ❗ Transport of drugs or weapons
• ❗ Hazardous waste
• ❗ Illegal materials

Serious violations:

• ❗ No-show without notice (repeatedly)
• ❗ Intentional damage to objects
• ❗ Theft or misappropriation
• ❗ Dangerous driving

📱 How to Report from the App

Report a User

Option 1: From the profile

1. Open the user's profile
2. Tap the ⋮ icon (three dots) at top right
3. Select "Report user"
4. Choose the reason:
   • Inappropriate behavior
   • Fraud or scam
   • Fake profile
   • Harassment
   • Prohibited materials
   • Other
5. Describe the problem (minimum 50 characters)
6. Attach evidence (screenshots, photos)
7. Tap "Submit report"

Option 2: From a job

1. Open the job in question
2. Tap ⋮ → "Report problem"
3. Select "Report user"
4. Follow the previous steps

Option 3: From the chat

1. Open the conversation
2. Tap the user's name at top
3. Tap "Report"
4. Complete the form

Report a Job

If a posted job violates the rules:

1. Open the job
2. Tap ⋮ → "Report job"
3. Select reason:
   • Prohibited materials
   • Suspicious price (too low/high)
   • Misleading description
   • Spam or duplicate
   • Inappropriate content
4. Describe the problem
5. Submit the report

Report a Technical Problem

For bugs or app errors:

1. Go to Account → Help
2. Tap "Report technical problem"
3. Describe:
   • What you were doing
   • What happened
   • What you expected to happen
4. Attach screenshot
5. Submit

Complete guide: Create support ticket

📝 What to Include in Your Report

Essential Information

Always include:

• ✅ Clear and detailed description
• ✅ Date and time of the incident
• ✅ Username of the reported person
• ✅ Job ID (if applicable)

Highly recommended:

• 📸 Screenshots of messages
• 📸 Photos of the problem
• 🎥 Videos (if relevant)
• 📄 Any additional evidence

How to Write a Good Report

Example of bad report:

"This user is bad, they didn't show up"

Example of good report:

"Helper John P. (ID: @johnp123) accepted my job #45678 
for 01/30/2026 at 2:00 PM. He didn't show up and didn't respond 
to my messages. I'm attaching screenshots of the chat where he confirmed 
the time. This is the second time he's canceled at the last moment."

Key elements:

• Who: User's name/ID
• What: Description of the problem
• When: Date and time
• Where: Job ID
• Evidence: Attached screenshots
• Context: Additional relevant information

🔍 What Happens After Reporting

Investigation Process

1. Receipt (immediate)

   • You receive report confirmation
   • A case number is assigned

2. Initial review (24-48h)

   • Safety team reviews the report
   • Additional information requested if needed

3. Investigation (2-7 days)

   • Evidence is gathered
   • Both parties are contacted
   • Messages, photos, history are reviewed

4. Decision (variable)

   • Action taken based on severity
   • Reporter notified of the result

5. Follow-up (if necessary)

   • Reported user is monitored
   • Verified there's no repeat offense

Possible Outcomes

For minor violations:

• ⚠️ Formal warning
• ⚠️ Temporary restriction of features
• ⚠️ Required to complete guidelines tutorial

For moderate violations:

• 🔶 Temporary suspension (7-30 days)
• 🔶 Loss of privileges (can't be helper)
• 🔶 Fine or payment hold

For serious violations:

• 🔴 Permanent account deactivation
• 🔴 Ban from creating new accounts
• 🔴 Report to authorities (if criminal)
• 🔴 Legal action

Result Notification

You will receive:

• Email with investigation result
• Notification in the app
• Explanation of actions taken

You will NOT receive:

• Specific details of the other user's punishment (privacy)
• Information about other reports against the same user

🛡️ Protection Against False Reports

Malicious Reports

Making false or malicious reports is a serious violation:

Consequences:

• First time: Warning
• Second time: 30-day suspension
• Third time: Permanent deactivation

What's considered a false report:

• Inventing incidents that didn't happen
• Exaggerating minor problems
• Reporting for revenge or competition
• Using reports to manipulate ratings

What's NOT a false report:

• Reporting something that turned out to be a misunderstanding (good faith)
• Reporting something that couldn't be proven (lack of evidence)
• Reporting something ReciGo considered not serious

If You're Reported Unfairly

Steps to follow:

1. Stay calm - Don't contact the reporter
2. Gather evidence - Screenshots, photos, messages
3. Respond to ReciGo - When contacted, explain your side
4. Provide context - Show your positive history
5. Wait for investigation - Trust the process

Protection:

• No action taken without investigation
• You have the right to defend yourself
• Your complete history is considered
• False reports against you are penalized

📊 Most Common Report Types

No-Show / Last-Minute Cancellation

What to report:

• User accepts job and doesn't show up
• Cancels <2 hours before without valid reason
• Doesn't respond to messages on job day

Useful evidence:

• Screenshots of confirmation
• Unanswered messages
• Cancellation history

Typical result: Warning (first time), suspension (repeat offense)

Rude or Inappropriate Behavior

What to report:

• Insults or offensive language
• Discriminatory comments
• Sexual harassment
• Threats

Useful evidence:

• Message screenshots
• Recordings (if legal in your region)

Typical result: Immediate suspension (serious cases), warning (minor cases)

Fraud or Scam

What to report:

• Requests payment outside the app
• Price different from agreed
• Doesn't deliver objects
• Charges for services not performed

Useful evidence:

• Screenshots of payment requests
• Negotiation messages
• Receipts or transfers

Typical result: Permanent deactivation + possible report to authorities

Damage to Objects

What to report:

• Objects damaged during transport
• Unreported damage by helper
• Obvious negligence

Useful evidence:

• Photos of object before (if available)
• Photos of damage
• Messages about the incident

Typical result: Compensation + warning/suspension depending on severity

Prohibited Materials

What to report:

• Customer requests transport of prohibited materials
• Helper agrees to transport prohibited materials

Useful evidence:

• Job description
• Photos of materials
• Related messages

Typical result: Immediate deactivation + possible report to authorities

❓ Frequently Asked Questions

🆘 Emergency Situations

If You're in Immediate Danger

1. Call 911 (emergency)
2. Get away from the dangerous situation
3. Report in ReciGo when you're safe

If You Witness a Crime

1. Don't intervene if there's personal risk
2. Call police (911)
3. Document if safe (photos, videos)
4. Report to ReciGo with all details

Emergency Contacts

• Emergency: 911
• National Police: 911
• ReciGo urgent: emergencies@recigo.es

📚 Related Resources

• Prohibited Materials
• Cancellation Policy
• Create Support Ticket
• Community Guidelines

Last updated: January 31, 2026

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