Muster

Safety and reporting

Version 2026-10-13

If anyone is in immediate danger, call 999.

A child being sexually abused or groomed online: report to CEOP (National Crime Agency).
Sexual images of under-18s anywhere online: report to the Internet Watch Foundation.
Under 19 and need to talk: Childline, 0800 1111.
Struggling or thinking about suicide: Samaritans, 116 123, any time.
Intimate images shared without consent: Revenge Porn Helpline.
Terrorist content: ACT Action Counters Terrorism, or 0800 789 321.

How to report on Muster

A message: right-click it (or long-press on a phone) and choose Report message.
A person: click their name and choose Report. Use this for things like an offensive profile or someone who is under 16.
A server: open the server menu and choose Report server.
Without an account, or about anything else: email safety@musterchat.com.

You can also block someone so they can't message you, and leave any server.

Reporting and encryption

Muster is end-to-end encrypted, so we can't read conversations. When you report a message, your device sends us a readable copy of that message, any files in it, and (if you leave the box ticked) up to 10 messages before it so we can understand what happened. Nothing else in the conversation is shared. We also see who sent it and when, which is information we already hold. The person you report isn't told who reported them.

What happens next

Your report goes into our moderation queue. Reports about child abuse, terrorism or someone at risk of harm are marked urgent and alert our admins straight away.
A member of our team reviews it against our Community Guidelines and the law.
We act where needed: removing the content, disabling the account, or both.
Child sexual exploitation and abuse content is reported to the National Crime Agency, as UK law requires. We keep the evidence for the time the law requires.

You can see the status of your reports in the app under Account settings → Your reports.

Protections for 16 and 17 year olds

Muster is for people aged 16 and over. We ask for a date of birth at sign-up.
Adults can only start a new direct message with a 16 or 17 year old if they're in a server together.
If you think someone on Muster is under 16, report their account.

Complaints and appeals

Email safety@musterchat.com if:

we removed your content or restricted or closed your account and you think we got it wrong;
you reported something and you're unhappy with how we handled it;
you think we're not meeting our duties under the Online Safety Act, or our age checks have wrongly excluded you.

Include your username and what happened. Someone who wasn't involved in the original decision will look at it, and we aim to reply within 14 days. If we got it wrong, we'll put it right, for example by restoring your account.