Balsam العربية

Balsam Support

Balsam connects you with a listener for a private voice or video call. If something isn’t working, or you need help with your account, write to us. A person reads every message.

Email support

We reply within two working days.

Write in Arabic or English. Include the phone number or email address you registered with, so we can find your account.

Before you write

These four things let us answer on the first reply instead of the third:

Common questions

I never received my verification code.
Codes arrive by SMS to the number you entered, or by email if you signed up with an address. Check your spam folder, confirm the country code is right, and wait a full minute before asking for a new one. If nothing arrives after two attempts, email us with the number you used.
How do coins work?
Coins are the in-app balance you spend on calls and, after the free minutes, on chat. You buy them from the wallet screen. Your balance and every deduction are listed in coin history, so you can check what a call cost.
I was charged but my coins didn’t arrive.
Close and reopen the app first — most purchases settle within a minute. If the balance still hasn’t moved, email us with the date, the amount, and the receipt from Apple or Google, and we’ll credit the coins.
My call dropped, or the other person couldn’t hear me.
Calls need a stable connection and microphone permission. Check that Balsam has microphone access in your phone’s settings, and try again on a different network. If it keeps happening, tell us the date and time and we’ll look at the call record.
How do I report or block someone?
Open the person’s profile and choose Report or Block. Reporting sends the reason to our moderation team; blocking stops all calls and messages between you immediately. You can also email us, and we will act on it.
How do I become a listener?
Open Become a Listener from your profile, pick the topics and languages you’re comfortable with, and submit your application. We review each one. Approved listeners earn coins for the calls they take and can withdraw once they pass the minimum balance.
Can I use Balsam in Arabic?
Yes. Change it under Settings → App language. You can also set which languages you’re willing to speak, so you’re matched with listeners who speak them.
Is Balsam a substitute for medical or crisis care?
No. Balsam is a place to talk to another person. Our listeners are not doctors or licensed therapists. If you are in danger or in a medical emergency, contact your local emergency services.

Report a bug

Email support@sadeed.org with “Bug” in the subject line and the four details listed above. If you can make the problem happen again, tell us the steps — that’s the fastest thing you can give us.

Delete your account

You can delete your account from inside the app: Settings → Delete account. It removes your profile, your messages, and your call history. If you can’t reach that screen, we’ll do it for you — see how to request deletion.