Help Center

Account and login

Signing in

An account is not needed to look around. Where sign-in is offered, it runs through a provider such as Google rather than a password you have to invent.

Forgotten password

Use the reset flow on the sign-in screen. It sends to the registered email address, so check that the address is one you can still open.

Account restricted or locked out

Restrictions follow a rule violation, a payment problem, or a security control that has flagged something unusual. The notice on the account says which category it is.

Keeping it secure

A password you do not reuse anywhere else, and a registered email you control. Nobody here will ever ask you for either — a request for them is proof you are talking to an impostor.

Profile and content review

What you can change

Avatar, display name, username, bio and other profile details, depending on which account tools your account has.

Why an avatar or nickname was rejected

Review declines anything prohibited, misleading, abusive, advertising, or invasive of someone’s privacy.

Why content was removed or limited

The usual causes are a community-rule breach, unsafe or infringing material, sensitive personal information left visible, or something that raises a security or legal concern.

The standards being applied are the ones written out on the community guidelines page, including the per-slot lists for avatars, albums and nicknames.

Messaging, matching and calls

A call will not connect

Work through it in this order: network connection, then browser permissions for camera and microphone, then whether another tab or app already holds the camera. Most failures are one of those three.

Messages will not send

Account restrictions, interaction limits, the other person’s own settings, or a temporary safety control can all block a conversation from opening.

Matching behaves differently at different times

Results vary with who is online, account status, platform rules and the matching logic itself. A quiet stretch is not a fault.

A camera permission that was denied once tends to stay denied silently — the browser stops asking. If nothing else explains a black call window, check the site permissions panel rather than reloading again.

Coins, VIP and payments

What is paid for

Coins, VIP membership, gifts, premium features and purchased content, where the product offers them. Prices and terms appear on the purchase screen, which is the authoritative version.

A purchase has not appeared

Payment confirmation can lag behind the payment itself. If the balance or benefit is still missing after a reasonable wait, that is worth writing in about — with the order reference.

Finding what you bought

Purchased items and active benefits live in the account section of the product.

Refunds

Completed purchases of digital goods and services already used are generally non-refundable, except where the law requires otherwise or a product-specific rule says so.

Reports, blocking and restrictions

Reporting someone

Use the in-product report tool during or straight after the interaction — it carries context that a later email cannot reconstruct.

What happens next

Reports are reviewed and acted on according to how serious the behaviour was and whether the account has a history. Outcomes are not narrated back to the reporter.

Blocking

Blocking is yours to use freely and does not require a report to accompany it.

Why your own account was restricted

Enforcement runs warning, then temporary suspension, then permanent — scaled to the violation.

Anything involving someone under 18 skips that ladder entirely and goes through child safety.

Privacy, rules and why policy pages change

How data is handled is on the privacy policy page; what is stored in your browser is on the cookie policy page; the agreement itself is the terms of service.

Those pages get revised because the product, the law and the risk controls all move. A changed effective date is the signal that something was rewritten, and material changes are announced rather than slipped in.

Before you write in

Most technical reports resolve at one of these, and checking first saves a round trip:

• Reload the page once, then try it in a different browser.
• Check camera and microphone permissions for this site specifically, not in general.
• Close anything else that might be holding the camera.
• Try it on another network — a work or public connection may be blocking real-time traffic.
• Note what you actually see: a blank page, an error, a frozen frame, or a call that connects and then drops. Those are four different problems.

If none of that moves it, the contact page lists what to include so the first reply is a useful one.