Help
Answers to the questions we’re asked most. Tap a question to see the answer.
Membership and payments
How do I cancel my membership?
On the website, go to Account → Payment and turn off renewal. You keep your membership until the end of the period you’ve paid for. If you bought it in the IdealMates app, cancel it in the App Store or Google Play on your phone.
Can I get a refund?
Our Cancellation & refunds policy explains when a refund is possible. Purchases made in the App Store or Google Play are refunded by Apple or Google, under their rules.
Your account
I forgot my password.
On the sign-in page, choose “Forgot your password?” and enter your email. We’ll send you a link to set a new one.
I didn’t get the email with my code.
Check your spam, junk and promotions folders. Codes only work for a short time, so ask for a new one if it has expired, and make sure the email address you entered is right.
How do I change my email, name or password?
Go to Account → Personal details to change your email or name, and Account → Security to change your password.
How do I delete my account?
Go to Account → Delete account. Your profile is hidden straight away, your matches and conversations end, and your personal data is erased permanently after a short waiting period. Deleting your account doesn’t cancel a membership bought in the App Store or Google Play.
I deleted my account by mistake. Can I get it back?
Yes, if you sign in before the erase date shown when you deleted it. Your profile and photos come back; matches, likes and conversations that ended don’t.
Matches, messages and photos
Why can’t I message someone?
You can message someone once you’ve matched, which happens when you both like each other. If a conversation disappears, the other person may have unmatched, blocked you, or closed their account.
Why isn’t my new photo showing?
New photos are checked before other members can see them. Photos that break our Community Guidelines are removed.
Safety and privacy
How do I report or block someone?
On their profile or in your conversation, choose Report or Block. Blocked members can’t see your profile or contact you. If someone is in danger, contact local emergency services first.
Who can see my profile?
Only signed-in members can see profiles. In Account → Privacy you can choose who sees your profile and some of your details.