Support

We read every message. We try to respond within one business day.

For anything — help with your account, a bug you've hit, feedback, a safety concern — email us directly:

We respond within one UK business day. For urgent safety concerns involving a specific user, please also use the in-app "Report" action so we have full context.

Account help

I can't sign in

Try the "Forgot password" link on the sign-in screen — you'll receive a reset email within a few minutes. If nothing arrives, check your spam folder. If it still hasn't arrived, email us at contact@ether.dating and we'll look into it.

Delete my account

Go to Settings → Account → Delete account. Your account moves into a 7-day grace period during which you can sign in again to cancel the deletion. After the grace period your profile, intro video, messages, and all associated data are permanently removed. If you'd rather we handled it manually, email contact@ether.dating.

Download my data

Under UK GDPR you have a right to a copy of the personal data we hold on you. Go to Settings → Privacy Centre → Export my data, or email us and we'll send you a ZIP within 30 days (usually much sooner).

My age verification was rejected

Our age verification uses Amazon Rekognition to estimate an age range from a selfie. If the lower bound is below 18 the account is not activated. If you believe this is wrong, email us at contact@ether.dating and we'll review manually. Include a way to verify your age through alternative means if you can.

Intros and profiles

How do I change my intro video?

Go to your Profile tab → tap Re-record. Your new intro replaces the current one once you publish. You can only have one active intro at a time.

My intro was blocked when I tried to publish

Every intro is automatically scanned for explicit content before it goes live. If the scan flags your video it won't publish. If you believe this was wrong, re-record and try again, or email us — we can review specific cases manually.

Why did my intro expire?

Intros are visible for the window you chose when publishing (24 hours, 3 days, or 7 days). Once the window closes, your intro comes down but is saved as a draft — tap Go Live Again to re-publish.

Safety and reporting

Report a user

From any chat or profile, tap the menu → Report. Pick the category that fits best (harassment, impersonation, explicit content, scam, other) and add a short description. Every report reaches our moderation team within minutes; urgent categories are prioritised.

Block someone

From their profile or chat → tap Block. They won't see your profile and you won't see theirs again. Existing conversations are ended. You can view and unblock people at Settings → Privacy Centre → Blocked users.

Child safety concerns

If you encounter content or behaviour involving someone under 18, report it in-app immediately. Every upload is scanned for CSAM (videos are sampled at four evenly-spaced frames). When a match is detected, the content is quarantined, the uploader is permanently banned, and the Service automatically submits a report to the NCMEC CyberTipline (which routes UK-flagged content to NCA / IWF). Our safety officer files an independent NCA CEOP report within a 24-hour SLA. You can also contact NCA CEOP directly at ceop.police.uk/ceop-reporting.

If you're in crisis

See our Safety resources page for UK helplines and immediate support services. If you or someone else is in immediate danger, call 999.

Payments and purchases

I was charged unexpectedly

All payments go through the Apple App Store. For a refund, use Apple's Report a Problem page — Apple handles refunds directly. If you'd like us to help diagnose what the charge was for, email contact@ether.dating with the transaction ID from your Apple receipt.

What's free, and what does £2.99 get me?

Lots is free forever: browsing intros, sending sparks, publishing your own intro, replying to anyone who messages you first, joining and chatting in groups, and 1 video call per match. New users also get 3 free chats to start a conversation.

When those run out, a £2.99 Unlock pass gives you 30 days of unlimited new chats, your own group creation, and unlimited video calls. It's a one-time purchase that doesn't auto-renew — you're only charged again if you choose to buy another pass.

Managing purchases

Because the Unlock pass is a one-time purchase (not an auto-renewing subscription), it won't show under Subscriptions. See it in the App Store: open the App Store app, tap your profile photo, then Purchase History.

Privacy and data

What personal data do you collect?

Full detail is in our Privacy Policy. In short: your email, your name, your age range (from verification), your location at city level (for feed distance), and anything you choose to put in your profile and chats. We don't sell data and we don't run ads.

Exercise your data rights

Under UK GDPR you can request access, correction, deletion, or portability of your data. Use Settings → Privacy Centre in the app, or email contact@ether.dating. We respond within one month as required by UK law.

Technical issues

The app is crashing or acting weird

First, try force-quitting and reopening the app. If the issue persists, restart your phone. If it still persists, please email us with:

What were you doing when it happened?
Your iPhone model and iOS version
App version (Settings → About in-app)
A screenshot or screen recording if you have one