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 matches established?

Matches of the Day are chosen by our team of matchmakers. Our matchmakers 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.

When will I receive my first match?

You will receive your first match(es) at your first noon, but our moderators must first validate your profile information and photos. Though it is usually done rapidly, it may take up to 12 hours. If you haven’t received a match your pictures show to be validated, it is possible that there are not enough users in your immediate area yet or your criteria (ethnicity, religion, age) may be too restrictive.

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 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
  • Enjoy the Personal Matchmaker: chat with a human matchmaker who will deliver you a match with Once’ Mr or Ms Right.

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.

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.

What is the Personal Matchmaker (PM) function?

With this premium function, you can chat with a human matchmaker, trained and certified by Once. It is a real-time interaction providing you with advice and suggestions about potential matches. Personal Matchmakers will handpick profiles according to your suggestions and advise you how to break the ice and start the conversation. They will support and guide you all the way through your journey to finding a profile you really like.

Once you have agreed on a profile that fits your taste, the PM will write an introduction for you and open a conversation between you and your special person, which is the end of the matchmaker’s mission.

The application says that 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 at hello@getonce.com with the phone number and we’ll find your profile and sort it out for you.

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 :)

I wrote to hello@getonce.com but didn’t get any answer?

We are very passionate to attend to every enquiry we receive. If you have not received a timely response from our team, keep in mind our love professionals work on the customer service Monday to Friday, 11:00- 18:00, feel free to drop us another email or contact us through the app’s settings page.

Why did my messages/chats 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!

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

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. If this is not the case, 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 through the ‘contact us’ button in your settings.

My matches do not correspond to my ethnicity/religion preference

We try our best to respect your ethnicity and religion preferences. But sometimes we just don’t have anyone to offer you within this criteria, and we believe that it’s better to have a match that is not 100% perfect than no match at all. We also follow the information given by the customers about their ethnicity and religion as we don’t feel it is right to make assumptions and match on a person percieved ethnicity or religion is based on their image.

Why are my matches so far away?

Once is a rapidly growing, but still a fairly new, product. There might not be many users in your area yet. If this is the case, we prefer to introduce you to people that are slightly further away instead of giving you no match at all.

However, we are fast-growing and whenever users closer to you become available, we will be able to match you with them.

We always try to match you with users less than 30 kilometers from your location. Unfortunately, we can’t change this search radius for you, but you can change the mid-point by selecting your own location. This can be done under the ‘profile’ tab, by clicking the pencil icon next to your current location name.

My matches don’t respond to my messages or seem to be 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.

Do you make fake profiles? I saw profiles too beautiful to be real?!

Once does not and make false profiles. In fact, we have strict fraud detection systems in place and we chase fake profiles, stolen pics and scammers. If you do suspect a user created a false profile which slipped trough our fingers, you can report them via the ‘!’ in Match Quality or at the bottom of their profile. Alternatively, you can send their information / a screenshot of their profile via our contact form or to hello@getonce.com.

And we agree, our users are very attractive but attractive people need some help from Cupid too.

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 assitsance from our support team.

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

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.

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, please send us message from the contact us button in your settings, using the category “delete profile”. If you don’t report this directly from the app, please send us an email at hello@getonce.com 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. :-(

How can I redeem Once-vouchers?

Lucky you! You came across a Once-voucher. To redeem your code, make sure you have the latest version of Once downloaded. Next, go to the right most tab, ‘Profile’. Scroll down to ‘App Settings’, choose ‘Redeem Voucher’ near the end of the list. In this field, you can enter your code, make sure to use capital letters when needed.

I am not satisfied and I want a refund

This is very sad to hear. We take pride in making our users happy, especially when they use our premium features. If for any reason you want a refund, the process depends on the platform you are using. On the mobile apps, the payments are handled completely by Google and Apple, and on the Web we have one of the best payment providers on the market: Stripe.

The process to obtain a refund differs depending on the platform:

  • For Apple users, all payments and refunds are done directly by Apple. So like for any other app, you should go to https://reportaproblem.apple.com and explain to them that you want a refund. They usually process it quite quickly.
  • For Android and Web users, you should send us the receipt with the transaction number and we will be able to process the payment on our side. Please indicate the reason why you were not satisfied. Our team will consider your refund request.

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 do this?

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.

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 https://getonce.com/stories/ you can share your story! If you wish to, it’s possible to use an alias.

What is the meaning of this little rocket hidden in the application (only for iOS)?

Here at Once, we are proud of our nerdy roots! This is why we created a hidden game in the application, which was originally an Easter Egg. Our personal best is 484.5, send us a screenshot if you do better and we may reward you with some free crowns.