Help
Support
We answer within 2 business days
Write to [email protected], include the phone number your 1:1 account is registered to, tell us what happened, and a human will reply. Urgent safety reports are read first.
Report someone
The fastest way is in the app — every profile and every conversation has Report and Block. Blocking is immediate and silent. If you can't get into the app, email us with the member's first name and anything you can share; we will take it from there.
01Signing in
I'm not receiving the WhatsApp code
Codes arrive on WhatsApp, not SMS — check that WhatsApp is active for the number you entered, then use Resend code. Still nothing after a few minutes? Email us with your country code and number.
I changed my phone number
Email us so we can verify it's you — include both your old and new numbers — and we'll help you move the account. Accounts are tied to numbers, so don't give up your old number before writing in if you can help it.
02Verification
My selfie keeps failing
Face the camera in even light, remove sunglasses, and make sure your three profile photos actually show your face clearly. The check compares your live selfie to your own photos — if your photos are heavily filtered or mostly landscapes, re-upload clearer ones and retry.
It says my face is linked to another account
1:1 enforces one person, one profile. If you think this is wrong — for example an identical twin, or an old account you lost — email us and we'll review it manually.
03Matches
Why don't I have a match yet?
Introductions are made deliberately, in scheduled rounds — not instantly. The matchmaker also needs enough conversation with you to match on personality, so if you've just joined, keep talking to Sam or Sky.
Can I get more than one match?
No — that's the point of the product. One match at a time, and a new introduction when a match ends.
What is the “via Sam / via Sky” label in chat?
It marks messages written by a member's AI persona while that member is away. It's always labelled; when they're back, they pick up the thread themselves.
04Account & data
How do I delete my account?
In the app: Me tab → scroll to the bottom → Delete account. Without the app: see the account deletion page. Deletion covers your profile, photos, conversations, personality data and verification data.
How do I get a copy of my data?
Email [email protected] with the subject “Data export”. We respond within 30 days, usually much faster.
How do I manage my subscription?
Subscriptions bought through the App Store or Google Play are managed in your store account (Settings → Subscriptions on iOS; Play Store → Payments & subscriptions on Android). Cancelling stops the next renewal.
05Anything else
Bugs, ideas, press, partnerships — same address: [email protected]. If it's about how we handle data, the privacy policy likely answers it.