Privacy Policy
Effective: 23.06.23
Last updated: 08.03.2025
1. Introduction
At SupportMail, we take the protection of your privacy seriously. We do not collect any personalized data. Any information you provide while using our services may be used to improve our products and services. However, this is not done automatically, and your personal data will not be shared with third parties.
2. What data do we collect?
Overall, the following information is stored in our database:
User IDs
Role IDs
Guild IDs
Message IDs
Channel ID
Guilds icon hashes
Guild names
Timestamps
Access tokens (encrypted)
Every other data that you provide (when interaction with the bot which means executing commands, sending direct messages or messages in ticket posts)
2.1. Use of the access token
The access token is used to determine the mutual guilds between the user and the bot as this is also the most efficient way to check users' permissions on a specific server.
2.2. Use of collected data
We use all collected data to provide our services and improve them.
We use the information to personalize and improve your user experience.
We use the data to manage tickets and reports.
We also access the stored data and Discord's data in order to provide support like stated in the next section.
2.3. Temporary Data Retrieval
We may retrieve certain information about you and your interactions with the App, including but not limited to:
User data (e.g., username, user ID, and avatar) Please note that we store your access token securely, which is generated when you log in with Discord, in an encrypted format. When we retrieve your data, we only see whether or not you have an access token set.
Guild data and configuration (e.g., guild name, guild ID, and also any configurations like the ticket forum and the tickets)
This information is only accessible to the bot owners and, in limited cases, to moderators of our support server.
2.4. Subscriptions
We offer subscription services. Please note that when using Premium, referred to as "SupportMail Gold," your email address, name, billing, and payment information is stored by Stripe, SupportMail's payment processor.
The app owner is able to access this information at any time.
By subscribing, you agree to the terms of service and privacy policy set forth by Stripe.
We retain Customer IDs and Subscription IDs on our end.
3. Security
All servers and databases used to provide our services are not available to the public. Some information may be available through designated endpoints but only with proper authorization.
It should be noted, that we are doing our best to protect your information, but no method of electronic transmission or storage is 100% secure and no one can guarantee absolute data security. We are not liable for any data loss or data breach.
For transparency, when a configuration is reset - if it wasn't initiated by the server owner - the bot sends the details to the owner. This includes the username, user ID, and avatar of the user who performed the reset, along with detailed information about what was reset.
4. Data sharing
We do not share any information with third parties. All data collected is used only for internal purposes and to improve our bot.
5. Use of Message Content Intent
The bot utilizes this intent to read messages within the ticket forum. This is achieved by utilising the /setup tickets command. Please note that the bot will not view any other message content within a guild. This is because the function will be cancelled if the channel ID does not match a ticket post ID in the database.
The bot does not retain any message content retrieved by this intent, and only accesses and processes it during two processes.
The message ID, post ID, and server ID are stored in the database until the ticket is closed.
The bot edits its own messages (in both DMs and ticket posts) based on the new message contents and attachments. In the event that a message is edited and the channel ID matches a post ID from the database, and the ticket is still open, the bot will attempt to edit its message in the user's DM to align with the new content and new attachments in the ticket post.
6. Duration
6.1. Guild data
Guild data is stored for the duration of the bot's presence within the guild. Once the bot is removed from the guild, the data will be stored for an additional seven days for reasons related to user experience.
Should a user wish to have the data of their guild deleted immediately, they are required to create a ticket in the support server (ID: 1064594649668395128), including their guild ID, and proof of ownership of the guild. Please note that this process may take up to 24 hours, depending on the time the ticket is submitted. While we will try to process your request within 24 hours, please note that we cannot guarantee a reply within that same timeframe.
6.2. User data
The access token will expire after seven days, but it may be stored for a longer period. Please be advised that if no updates are made to your data for a period of one year, it will be deleted.
Should you wish to request the immediate deletion of your user data, please send a direct message to LukeZ (ID: 506893652266844162) on Discord.
Please be advised that any direct messages you send to the bot will result in the collection of new data.
6.3. Subscription data
Please note that subscription data will not be deleted automatically and cannot be manually deleted. This is done for security and legal compliance reasons.
6.4. Log data and backups
Note that data deletion may not apply to log data and backups.
7. Cookies and other tracking technologies
8. Changes to the Privacy Policy
We reserve the right to update this Privacy Policy as needed. Please note that most changes will be announced when they take effect.
Updates will be announced in the support server (ID: 1064594649668395128).
By continuing to use SupportMail, you agree to this privacy policy. If you do not agree to this policy, please uninstall SupportMail from your server and discontinue use.
9. Contact
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