Support

Email support@when-dating.com and we reply within two working days. For anything involving someone's safety, put "urgent" in the subject line and we will look at it the same day.

Verification will not go through

Verification needs a live face, even light, and no hat, mask, or sunglasses. Try again facing a window rather than a lamp. If it still fails after a few attempts, email us with the device you are using and we will check the logs on our side.

My video date will not connect

Dates need camera and microphone permission and a stable connection. Check that when has both permissions in your device settings, and switch to Wi-Fi if you are on a weak mobile signal. If a date drops for a reason that was not your fault, tell us and we will not count it against your allowance.

Reporting someone

There is a report button on every profile and on every video date. Reports are private, and the person you report is never told who filed it. We review each one, and accounts that breach our Terms of Service are suspended or permanently banned.

Managing your subscription

Subscriptions are billed by Apple or Google, so they are cancelled there, not in when.

• iPhone: Settings, then your name, then Subscriptions, then when, then Cancel Subscription.
• Android: Play Store, then your profile picture, then Payments and subscriptions, then Subscriptions, then when, then Cancel.

Refunds are handled by Apple and Google under their own policies. We cannot issue them on their behalf, but we are happy to help you make the request.

Deleting your account

Open Settings in the app and choose Delete Account. This removes your profile, photos, matches, and personality results, and cancels nothing on the store side, so cancel any active subscription first. What is retained afterwards, and for how long, is set out in our Privacy Policy.

Appealing a ban

If your account was banned and you believe that was a mistake, use the appeal form shown when you open the app. A person reviews every appeal.

Still stuck

Email support@when-dating.com. Include your account email, your device, and the app version from Settings, and we can usually sort it in one reply.