Incident Reporting

We depend on the vigilance of each user and the community to report violations of Rules. If you believe a user has violated a Rule, you can report a Trust & Safety incident. Note: Inappropriate use of the incident reporting system or intentional, false reports are against our rules and are taken seriously.

Temporary audio recording: Solely for the purpose of supporting incident investigations, we temporarily record the audio in a room while the room is live. If a user reports a Trust and Safety violation while the room is active, we retain the audio for the purposes of investigating the incident, and then delete it when the investigation is complete. If no incident is reported in a room, we delete the temporary audio recording when the room ends. Audio from (i) muted speakers and (ii) audience members is never captured, and all temporary audio recordings are encrypted.

You can report an incident in 2 ways:

  • Report an incident in real time: From inside a room, tap on the user you want to report. A profile “half-sheet” will pop up; tap the three horizontal dots at the top right, then tap “Report an incident.” Submitting a report from inside the room prompts us to retain the temporary, encrypted audio recording for the purpose of investigating the incident, as noted above.
  • Report a past incident: To report an incident after the room has ended, you can go to the profile of the user you want to report, tap the three horizontal dots at the top right, then tap “Report an incident.” Note that when you report an incident directly from a user’s profile, we will not have access to any room’s audio to support the investigation.

Here’s what you should know about reporting another user for a Rule violation:

  • If you submit a report, we will not share your identity with the person you are reported.
  • All reports that are submitted will be reviewed and investigated. The need for and type of corrective or disciplinary action needed will be determined on a case by case basis.
  • We seek to be fair, consistent, and responsive in addressing all reported incidents.
  • If the violation directly targeted you, we may share certain information about the process and resolution with you (e.g., the stage of investigation, any concerns that you may be at risk for immediate harm, information on how the resolution could impact you).
  • Intentional, false reports of violations are treated as a violation of the Rules.

If another user has reported you for violating a Rule, here’s what you should know:

  • If a report has been filed against you, we may contact you through your Clubhouse account with information about the nature of the report. We may keep some details private in order to protect the reporting user(s). If we are unable to reach you, we may restrict your account access temporarily until we are able to do so.
  • We will notify you of the result of the investigation and its potential impact to you.
  • If you believe a report has been falsely filed against you or you would like to appeal a decision, please contact us, including as much context as possible.
  • Any attempt to retaliate against users who participate in reporting or investigation is a violation.

If your account has been suspended, please follow this process for inquiry or appeal:

  • If your account is flagged for a potential violation of our Rules, your account may be temporarily or permanently restricted or removed from the platform.
  • If you believe your account did not violate our Rules, contact our Trust & Safety team at suspension@joinclubhouse.com. Please include your Clubhouse username, verified email address, and reference to the original decision notification you received.
  • Please keep the following in mind when submitting an appeal:
    • Decision appeals must originate from the user who received the notice.
    • Clubhouse does not accept nor consider appeals on behalf of another user.
    • Submitting multiple appeals concurrently may result in a delay in review.
  • Once you submit the appeal, the Clubhouse Trust & Safety Team will decide whether or not to review it based on the Rule violation in question. Please note that not all Trust & Safety enforcement decisions are eligible for an appeal.

These are examples of potential consequences for Rules violations (non-exhaustive):

  • Provide a warning for a first offense of low severity and impact
  • Request the removal of or directly remove offending content
  • Restrict the ability to participate in some or all conversations
  • Temporarily or permanently disable or remove the account
  • Notify law enforcement when there is risk of physical harm or a threat to public safety

Consequences for confirmed violations may vary based on the type and severity of the violation, the impact to victim(s), the historical actions of the offending user, and the intent of the actions.

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