Support
Need help with Guentaí? Here is how to reach our team, plus answers to the questions we get most often.
How to reach us
The fastest route is to open a ticket inside the app, under Help. The conversation is saved with its full history and you get the answer in the app itself. When you open a ticket you choose how you want to be contacted:
- In-app chat: the reply arrives in the app, with the history saved
- WhatsApp: our team messages the number on your account
- Phone: our team calls the number on your account
If you cannot sign in, or if your question is about privacy and personal data, write to [email protected] including the phone number used to sign up.
Frequently asked questions
How do I find a restroom?
Open the app and the map already shows the bathrooms available near you, with price, distance and estimated arrival time. Tap one to see photos, opening hours and reviews from people who have been there.
How does access work?
You request access in the app and the host approves it. Once approved, you get a temporary code to get in. Payment happens inside the app, so there is nothing to sort out at the counter.
Why do I need to submit a document and do facial verification?
Because someone is about to open a door for you. Verification confirms you are who you say you are and protects both sides. You do it once, and your documents are never visible to other users.
Do I have to allow location?
It is not required, but location is what lets us sort bathrooms by distance and estimate how long you will take to get there. If you decline, the app keeps working and the map shows a shortcut to turn it on later. We only use location while the app is open, never in the background.
Which payment methods can I use?
Pix or credit card, right in the app. The price is shown before you request access, with no surprise fees afterwards.
My access was not granted. What about my money?
If the host declines or the request expires, the charge is reversed. If the access was paid for and something went wrong, file a report from the access screen in the app and attach photos or documents as evidence. Our team reviews the case and replies through the ticket.
How do I get paid if I offer a restroom?
Each access is credited to your balance in the app. Add a bank account or Pix key and withdraw whenever you want. Listing a restroom is free: Guentaí only earns when an access actually happens.
Can a staff member approve access for me?
Yes. Under My team, you can link people to your restroom so they can approve or decline requests on your behalf.
I saw an offensive review. What do I do?
Tap Report just below the review. Our team reviews the content, takes down anything that breaks the rules and can suspend accounts that violate the terms. You can also report a host or a user after an access.
How do I change the app language?
Go to Menu → Settings → Language. The app is available in Portuguese and English.
How do I delete my account?
Go to Menu → Settings → My account → Delete account. The screen lists what you will lose before you confirm, and deletion is permanent. Details on what is erased and what is kept for legal reasons are in our privacy policy.
Response time
We answer tickets within 2 business days. Reports involving safety are prioritised and reviewed as soon as they arrive.