Not us, not a "support agent", not anyone. Hollow will never ask for your 24 words. Anyone who has them can read your messages and take over your identity. If someone asks for them, it's a scam.
Most questions are answered in the FAQ. If yours isn't, email us and include:
We're sorry, but nobody can recover an identity without it, including us. Hollow never had an email or phone number to reset it with. You can create a new identity and add your friends again.
The fastest way is inside the app:
You can also email us with Report in the subject, and the person's Hollow ID or username. The person you report is never told who reported them. Blocking someone stops them reaching you straight away.
If anyone is in immediate danger, contact your local emergency services first.
Go to Settings › Delete Identity Permanently. It erases your account from Hollow's server and from your device straight away: your profile, username, lists, chat backup, Feed posts and community messages. You'll be asked for your PIN if you set one.
Can't get into the app? Email us with Delete my data in the subject and your Hollow ID. The Privacy Policy lists exactly what's erased and the little that's kept.
Found a way to read messages you shouldn't, pretend to be someone else, or break something? Email us with Security in the subject. Please give us a chance to fix it before telling anyone else. We'll keep you updated and credit you if you'd like.
Send them to the same address. Hollow can't provide the contents of 1:1 or group chats, or chat history backups, because it can't decrypt them. The Privacy Policy says what we do hold.