FAQ

All the answers to your questions

How does Once work?

Once provides up to four free matches, selected by a Matchmaker every day. You will have 24 hours of their attention and they will have yours. If you and your daily match like each other’s profiles, a free chat screen will open. You will have the option to chat with them for as long and for how many days you want.

How are my matched established ?

Matches of the Day are chosen by our team of Matchmakers.They focus on the active users (last online maximum 48 hours ago) and use all available profile information from each user to provide the best matches possible.

One of the most important criteria is proximity. However, sometimes no one is available near your location or no one is active on a particular day. That’s why we sometimes choose to match you with someone a bit further from you rather than not matching you at all. While this may be surprising at first, we have received many long-distance success stories!

Please understand our Matchmakers aim to propose the perfect match, one that delights both parties. This means if your profile fits within your soulmate’s preferences, we’ll propose you as Daily Match!

Do I have to pay to use the app?

No! You can download Once free of charge and we will propose to you a free match, handpicked by our Matchmakers, every single day at noon. If your lucky partner ‘likes’ you back within 24 hours, you will be able to chat with them unlimitedly, free of charge.

For the passionate Casanovas amongst us, we implemented the ‘Crown’ functions to enable the real lovers to win over even more hearts. You can also subscribe to our VIP pass.

What is Match Quality and why should I improve it ?

By rating profiles, you improve your ‘Match Quality’. The higher the ‘Match Quality’, the better our Matchmakers’ idea of your perfect match. The profiles seen here are genuine Once users, but not necessarily located within your matching radius.

You may notice that your Match Quality drops occasionally, this happens when you pass up on one of your daily proposed matches, thus letting us know that we can still get to know your preferences better.

Profiles are rated one to five stars, one being the lowest, with five you tell our Matchmakers you would like to match such profiles. By tapping the ‘!’, you can report an offensive or suspected false profile. Be a bit careful with this option, profiles can be really pretty and real :)

How do I add or remove pictures to my profile?

You can add or delete pictures by simply going to your profile and clicking the “camera” icon on your profile picture. To change the picture order, hold your finger on the picture for two seconds and drag to desired place.

Note that you need to allow the app access to your pictures if you want to upload them from there. You can do so by going to your phone’s privacy settings.

What are the requirements for pictures and why were my pictures taken down?

Once is an application for users who are serious about dating. For this reason, we ask you to follow this logic and provide at least 2 high-quality photos of you and only you.

The following types of photos will be removed:

  • Blurry or unclear pictures
  • Pictures where you cannot be recognised (we can’t see your beautiful features with sunglasses on)
  • Pictures showing nudity
  • Pictures with firearms and guns
  • Pictures with no clear relation to you or your hobbies
  • Pictures you don’t appear in
How do I connect my Instagram to my Once profile ?
  • Using our website, you can easily display your Instagram, clicking on ‘My Profile’ >’Connect My Instagram’
  • If you’re using our app, you also have to go to your profile, then click on your main photo and ‘Connect your Instagram’ Once users will be able to admire you beautiful Instagram pictures!
How can I change my location ?

You can change your location by going to your profile, and tapping the pencil icon next to your current location. Once your location is fixed it should not change, but if we notice you are away from your usual location for a while, we will ask you if you want to update to your current location.

If you use transport or travel a lot outside of your country borders, you may want to check your Once is set on your home location so that your proposed matches are from here.

How can I change my name or gender?

Because mistakes are human and some of you put a wrong gender during sign-up, you can change your gender yourself during the first 24 hours. After that we allow a one-time name or gender change for your account, which must be done by our team, so contact us for that, and we will be happy to change it for you.

The application says my phone number is already in use when I try to log in

If you get this message, it means that you already have an account on Once associated to another email or Facebook account. Make sure you are using the same method as when you signed up the first time, using the same Facebook account or the same email (mind the spelling!)

If you really don’t manage to log onto your profile, drop us a line with the phone number and we’ll find your profile and sort it out for you.

What happens when I deactivate my account ?

If you choose to deactivate your account, it is taken “out of the dating game”, meaning you will not be introduced to new people and no one will see your profile. You can choose whenever you want to reactivate it.

We hope you come back soon, and when you do you’ll find everything exactly as you left it, your connections are not deleted, unless they got bored your inactivity ended the match themselves.

How do I permanently delete my account instead of just deactivating it ?

If you want to delete your account permanently, send us a message with your phone number, email, or Facebook email so that we can find your profile. Please know that all matches and all profile information will be lost and this action cannot be reversed.

And be assured that we are very sad to see you go. :-(

Why did I get a proposed match with someone I gave a low rating to?

At Once, we aim to give you the best possible matches every single day. However, if we are unable to find a perfect match, perfectly corresponding with your preferences, we will provide you with the next best thing. For example, we need to find you a match that corresponds to your location, chosen preferences for age, ethnicity, religion, as well as our internal criteria, and finally, it is a two-face game, so you also have to fit their preferences.

As you might imagine, sometimes in lesser populated areas or if you have very specific preferences, it is very difficult to find a perfect match.

My matches do not speak the same language

Normally, we make sure you have at least one language in common with all your matches. You can sometimes be matched with foreigner people discovering your country or, if you live close to a border, be matched with users from this country.

Please assure the languages you put on your profile are correct. If they are, and you still have different language matches, try broadening your search criteria (age, ethnicity, religion).

If a problem still persists, please don’t hesitate to contact us.

My matches do not correspond to my ethnicity/ religion preferences

Our matchmakers are working hard to suggest you profiles that we hope you’ll like! However, as we are stil growing, there might be areas where we count less users. In such cases, we sometimes have to make concessions.

Why are my matches so far away ?

Our matchmakers are working hard to suggest you profiles that we hope you’ll like! However, as we are growing, there might be area where we count less users. In such cases, we usually prefer to introduce you to profile that are slightly further away.

My matches don’t respond to my messages or seem inactive

Our matchmakers always suggest active matches, who we define as users who used the app in the last 48 hours.

However, there is no way to know when active users will log in again or how frequently they will visit Once. Unfortunately, here is also no way for us to force our users to respond to the messages or requests you sent them. We do our best to allow you to send lovely messages to profiles you like.

Why did my message / chat disappear ?

If a message disappears, this means that the user has either deactivated their account or ended the conversation. If you choose to end a conversation, we won’t be able to reconnect you with the person and if it is your match who ends it we won’t be able to help you. That’s why you should always be respectful and nice to everyone you meet!

I don’t like my matches, how can I get better ones?

We’re very sorry to hear that you do not like your matches so far. Our Matchmakers are working hard every day to find the perfect match for you!

Sometimes this process can take a bit of time, as we pick future matches based on your matching behavior and the people you have rated in the ‘match quality’ screen. This means the more frequently you use the app, the better our Matchmakers understand your tastes and the better matches you will receive!

If you are really stuck with your matches, you can contact our support team to see what we can do for you.

I do not have any matches, why’s that ?

If you do not receive any match, it may be due to various reasons: your pictures may be in a validation process, your area may be poor in users or your criteria may be too restrictive. If this problem persists, please use the ‘contact’ from in the app to get assistance from our support team.

What are chat requests? Why do I need to pay for them?

Once implemented the premium option to send a chat request from the Match Quality screen to pursue someone that has really caught your eye. If you received a chat request, it is someone that has showed interest in your profile. These are genuine users whose eye you caught, nice compliment right?

Chat requests are actually our best working feature and users exchange around 3x more messages when meeting this way.

Why does a past match show a blue button ? I can’t contact them anymore

There are two possible reasons you cannot contact one of your previous matches. This match now has a blue button with ‘view profile’ instead of the green ‘send message’ button.

  • One posibility is that the other user disabled or deleted their account. In case of the former, once they decide to return to Once, you will be able to contact them again. In case of the latter, unfortunately the deletion of their profile means your match cannot be restored.

  • The second explanation is that the other user chose to end your match, as a result you are no longer able to make contact with them. No need no sadness though! You will be introduced to another amazing match tomorrow :)

What are Once crowns ?

In addition to the free experience, there are some premium features you can use to improve your chances. You have the option to enjoy these premiums with our virtual currency: Once crowns.

The features are:

  • Choose your own match for the following day, without them knowing
  • Send a one-time message to your match of the day to break the ice
  • Send a message to one of your past match to try to get your attention
  • See more profiles to have the opportunity to pick one and meet him/her as your daily match
  • Send or receive a chat request to or from someone you really like or who really likes you
  • Get another match immediately with someone currently online
I bought some crowns but I haven’t received them

If it has been more than an hour and you still haven’t received the crowns you bought please contact us through the app so that we can credit your account. We will need the original receipt that you have received from your app store or our web payment provider Stripe in order to locate the payment and give you your well-deserved crowns.

I do not have a credit card and I want to buy crowns, how can I proceed?

For your iOS device, you can purchase an iTunes gift card, if you are on Android, you can purchase a Google Play gift card. You can find these in many local supermarkets, gas stations or bookstores. If you enter the code to your account, you can use the store balance to purchase your crowns with. In some areas, Google and Apple stores also accept Paypal and other local payment methods.

It is also possible to pay using PayPal by going to the desktop version of Once: Getonce.com. Here you can log in using your Once details. Once logged in, click on the golden coins and select the coin pack you want to purchase. Next, you can click the ‘PayPal’ tab to make your purchase using your PayPal account.

What specific features do I get when subscribing to the VIP subscription? What are the benefits?

By subscribing to our VIP offer you get to:

  • Discover the secret admirers who rated you 4 or 5 stars
  • Define your distance settings with more accuracy than ever
  • Receive 3 more matches every day, including a “premium” match
  • Discover if someone passed you or not
How do I become VIP?

To subscribe, simply open your app and visit one of our VIP sections!

My subscription isn’t active and I can’t access the VIP features, what do I do?

No worries, our support team is always here to help, send us a message and we will do our best to assist. Do not forget to attach your receipt to your message.

Is my subscription automatically renewed? Can I prevent this from happening?

Yes, your subscription is automatically renewed. If you want to cancel the auto-renewal of your subscription :

  • If you subscribed through our website, go to your Profile > Settings> Cancel your subscription. Your VIP subscription will automatically cancel at the period end.
  • If you’re using IOS, visit your Apple store follow the instructions outlined on Apple’s website : support.apple.com/en-gb/ht202039
  • If you’re subscribed through Android, open the Google Play store > Menu> Account > Subscription> Find the subscription you want to cancel > Cancel
I want to cancel my subscription, what can I do ?

That’s very sad to hear. We’re truly passionate about providing our community with the best possible experience. Just know that we’re always working to improve our products and policies, You can’t cancel a subscription in progress and your VIP pass will be working until the end of the period. Note that when you subscribed through a Google Play account, you agreed to waive your statutory right of withdrawal As for subscriptions made through an iOS device, you are subject to Apple’s rules : support.apple.com/en-gb/ht202039

I connected with my current partner via Once! How can I share my Once love story?

That is so lovely to hear! Our Matchmakers always try their very best so we are happy to see their expertise landed you the perfect match. On Love stories you can share your story! If you wish to, it’s possible to use an alias.