Participants of virtual sessions have the ability to report technical issues, concerns of fraud, or any other inappropriate activity via Handshake video session, either on the web or through the Handshake app.
Our reporting method is fast and easy, and provides key information to help facilitate a resolution. We monitor issues across multiple institutions or users as needed.
Reporting a technical issue
If you're experiencing a technical issue during your session, you can report the issue at that time, directly from your video session.
Click the ellipsis icon, located in the upper-right corner of the video screen, then click Report a technical problem from the dropdown menu.
Within the pop-up, choose the type of technical issue you're experiencing (audio, video, chat, other), then describe what happened in the text box. Once complete, click the blue button Submit report.
Once reported, it'll be immediately directed to our team for review and followup. We’ll also use these reports to make continuous improvements to the product.
If there are widespread technical issues, we'll display a message in the product and post it to our status page.
Reporting a Trust & Safety issue
Participants can report any user (including the host) for fraudulent, spam, or other inappropriate activity — this can be done via web or mobile.
When another user is reported, the session host will receive a notification, and hosts can decide whether to remove the participant from the meeting.
Hosts and participants will have additional controls to ensure a safe experience:
- Hosts and attendees will all need to have Handshake accounts and be on the participants (registration/attendee list) to access your fair. So if someone doesn’t have either of those, they can’t access your fair or sessions.
- Participants can turn video on/off and leave sessions at any time, and hosts can also turn video on/off and end sessions at any time. Once the host has ended the meeting and the scheduled start time has passed, the meeting can't be re-started.
- Participants or hosts can’t edit participant names in sessions.
- Hosts can mute or remove participants from a session and once removed they can’t rejoin
- Group and 1:1 sessions will be encrypted via DTLS/SRTP protocol.
Report user from desktop
To Report a user, click the ellipsis icon, located in the upper-right corner of the video screen, then click Report User from the dropdown menu.
In the pop-up that appears, enter the following information:
- The user name (choose from dropdown)
-
Reason (select one)
- I think this user is fake or fraudulent
- This user is harassing me or someone else
- Details (type in textbox)
Once everything is added, click Submit report, located in the lower-right corner to send to our team for further review.
Report user from mobile
Users can be reported from the participants list on the mobile app.
To report a user, tap the people icon, located in the upper-right corner of the screen.
Find the user you want to report from the list, then tap the three dots to the right of their name.
Tap Report... at the bottom of the screen.
Within the pop-up, choose one of the following options, then describe the situation (if needed):
- I think this user is fake or fraudulent
- This user is harassing me or someone else
To submit the report, tap the blue button Submit report.