Frequently asked questions

1. I did not receive the verification code
2. Is Nian a safe messenger?
3. How do I report a video?
4. How do I unfriend a contact?
5. How do I block someone?
6. How do I delete a video message I have sent?
7. Refund my subscription
8. Cancel my subscription
9. How can I leave a group?
10. Lost and stolen phones
11. If everything else fails

I did not receive the verification code

If you have problems receiving the 6-digit verification code, please try the options below:

• Wait for the timer to finish. It takes up to 60 seconds.

• Request to resend a new code.

• Do not guess the code, or you will be temporarily locked out.

• Make sure your phone number is from these countries that Nian currently supports.

• To check your mobile phone reception, send a test SMS message from any phone to your own phone number, typing it exactly as you typed it in Nian, including the country code.

• If you still have issues with the verification , please try the following steps.

Note: Depending on your teleoperator, you might be charged for receiving an SMS.

Is Nian a safe messenger?

We take privacy and security very seriously. You can trust that we will never make money selling your data. And there is no advertising in Nian. Furthermore, your data is stored with uncompromised security and safety.

Below you can find the features and tools we designed to keep your data safe.

Privacy Policy

One way we help you stay safe using Nian is through our Privacy Policy and Acceptable Use Policy. There are some activities that are prohibited when using Nian. For instance, submitting content (profile photos or messages) that are illegal, obscene, defamatory, threatening, intimidating, harassing, hateful, racially, or ethnically offensive. Instigating or encouraging conduct that would be illegal, or otherwise inappropriate also violates our policies.

Control with whom you interact with

When someone adds you to their Nian friends list, they need to send you a friend invitation. You can either accept or deny the invitation. Do not add a contact to your friends list if you do not know who they are. You can also easily block specific contacts from interacting with you via Nian.

Banning

We have the right to ban accounts without notification if we believe the account activity is in violation of our agreements or policies.

Minimum age to use Nian

The Mobile Application may be used by people of all ages. If you are under 16 years old, you may only use the Mobile Application after getting the consent of or authorization from your legal guardian. The consent can be given via using Apple Family Sharing, Google Family Link or other verifiable manners as decided in sole discretion by Nian.

Please be aware that different countries may have different minimum age limits. If you are below the minimum age for forming and entering into a binding agreement or providing consent for data collection in your country, you may not use the Mobile Application without obtaining your legal guardians’ consent or authorization. Registering an account on behalf of someone who is underage is also a violation of our terms.

Usage of your phone number and address book

Nian asks for your phone number purely to identify you as a user and secure your account, making it easier and safer for you to video message friends and family. Other Nian users do not have access to your address book information.

Additional safety recommendations

You can follow these simple recommendations to stay safe with Nian:

• Never share your 6-digit SMS verification code with others, even if the other person appears to be someone you know or from an organization you trust.

• Set a screen lock to better secure your phone.

How do I report a video?

Please report any inappropriate content to us directly through Nian. To do so, follow the steps below:

1. Tap and hold down the video you would like to report.

2. Tap Report this video.

3. Your email client will open automatically with all the necessary details regarding the video you are reporting. All you have to do is specify the reason you are reporting this video. Security reports take the highest priority, and we will get back to you as soon as we have processed your request.

Please also consider blocking the contact from whom you received the unwanted content or letting them know that it offended you.

How do I unfriend a contact?

1. From a conversation view, please choose a contact you wish to unfriend. Then tap on their profile picture.

2. Then tap on the unfriend button below. And confirm that you are unfriending them.

You can send a friend request to that contact again at any time. The contact you removed can also send you a friend request. If you don’t want to hear from this friend ever again, please block the contact instead of unfriending them.

How do I block someone?

You can block anyone from contacting you on Nian. To do so, please follow the simple steps below:

1. From the conversation view, please choose the contact you wish to block. Then tap on their profile picture.

2. Tap on the block button below and confirm that you are blocking this person.

The blocked person will not be able to send you a video message, nor add you to their Nian contacts anymore. If you are concerned about security issues, please contact us.

How do I know if someone has blocked me?

There are a few indicators that you may have been blocked:

• You do not see updates to a contact’s profile photo.

• Any video messages sent to a contact who has blocked you will always show one check mark (message sent), and never show a second check mark (message delivered).

How do I unblock someone?

To unblock someone, tap on your profile picture, choose Privacy and Security, then Blocked people. From the list of blocked people, choose the contact you wish to unblock, then click on the unblocking icon. You are done!

How do I delete a video message I have sent?

After sending a video message, you can always delete it.

1. Find a video message in your conversation.

2. Tap and hold down the video that you want to delete.

3. Nian will ask you if you want to delete the message or cancel your request. Tap on the delete button. Your message has been successfully deleted from Nian.

Refund my subscription

Once you have cancelled your subscription, you are able to request a full or partial refund from Apple and Google directly.

Apple App Store refund

Some purchases from the App Store might be eligible for a refund. You can use any device with a web browser to request a refund. You can follow Apple’s instructions on how to do this.

Google Play Store refund

Google may give refunds for some Google Play purchases, depending on the refund policies. You can follow Google’s instructions on how to do this.

Cancel my subscription

We respect your wish to cancel your subscription. This does not mean we will not miss you!

You can cancel your subscription from within the Apple App Store as well as Google Play Store Account settings.

To cancel Apple App Store subscription please check the official Apple Support website.

To cancel Google Play Store subscription please check the official Google Support website.

How can I leave a group?

You can leave a group conversation by following the steps below:

1. Open your group conversation from the conversation view.

2. Tap on the group name.

3. Scroll down and choose the Leave Group button.

4. Tap on the Leave button to leave the group. If you are the owner of the group and you want to leave, the group will no longer have an owner and you are not able to return to the group.

Lost and stolen phones

We are sorry to hear about your lost phone.

In this situation, the only way to keep your Nian account safe is to lock your SIM card.

To lock your SIM card, contact your mobile teleoperator as soon as possible, to report a lost or stolen phone.

When you receive a new SIM card from your mobile teleoperator, log into your Nian account using a new device.

Nian allows you to connect multiple devices to the same account. This means that you can see your stolen device in your Nian account settings and can remove it from your Logged in devices remotely.

If you do not activate your account within 3 months, it will be automatically deleted.

If you are worried about your account security, please contact us at security@mynian.com. Please use it in only in emergency cases.

If everything else fails

Reboot your phone, delete the app, and reinstall the latest version of Nian from the appropriate app store.

If the steps above didn’t solve the issue, please send us an email to support@mynian.com.

If you are worried about your account security, please contact us at security@mynian.com. Please use it in only in emergency cases.