FAQ

All the answers to your questions

How does Once work?

Once provides up to four free matches every day, you will have 24 hours of their attention and they will have yours. If you like each other, you can chat for as long as you want.

Do I have to pay to use the app?

At Once, you will receive 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 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.

What are Once crowns?

In addition to the free experience, there are some premium features you can use to improve your chances. The features are payable with our virtual currency: Once crowns.

The features are:

  • Select your match for the following day, without him/her knowing about it
  • Send a one-time message to your match of the day to break the ice
  • Get another match immediately with someone online
  • Send/receive a chat request to/from someone you really like/who really likes you
  • Personal matchmaker: chat with a human matchmaker who will connect you with someone you really like

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 for your profile. These are genuine users whose eye you caught and they chose to hand over a coin and approach you, nice compliment right? It is actually our best working feature and users exchange around 3x more messages when meeting that 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 for you to get 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, just to make sure that you always have someone to talk to and ask for advice. Once you have agreed on a profile that fits your taste, they write an introduction for you and open a conversation between you and your special person, which is the end of the matchmaker’s mission.

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, 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 with everyone you meet!

How do you pick the matches?

Matches offered in the application are chosen by our team of matchmakers. Our matchmakers focus on the active users of the application 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!

My matches do not speak the same language as me

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 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.

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 a bit further away instead of giving you no match at all. However, we are growing fast and whenever users closer to you become available, we will be able to match you with them.

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 unfortunately no way to know when active users will log in again or how frequently. There is also no way for us to force our users to respond to the messages or request you send to them.

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

Once does not and will never make false profiles. In fact, we have strict fraud detection systems in place and we chase fake profiles, stolen pics or scammers. If you do suspect a user created a false profile and we didn’t catch it, 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 through 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.

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

At Once, we aim to give you the best proposed 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 less populated areas or if you have very specific preferences, it is very difficult to find a perfect match.

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!

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 ;-)

When will I receive my first match?

You will receive your first match(es) on 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 after this time, it is possible that there are not enough users in your immediate area yet or that your criteria may be too restrictive.

What are the requirements for pictures / Why have some of my pics been 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 you and only you.

The following types of photos will be removed:

  • Blurry pictures
  • Pictures where you cannot be recognized
  • Pictures of children
  • Naked pictures
  • Animal pictures
  • 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.

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 will know what your perfect match looks like. The profiles seen here are real Once users in your country, but not necessarily within your matching radius. You may notice that your quality goes down sometimes, this happens when you don’t like one of your matches, thus letting us know that we can still learn your tastes better.

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 does the rating with stars in Matching Quality work?

In ‘Match Quality’, you rate profiles from one to five stars, 1 being the lowest, 5 telling our Matchmakers you would like to match such profiles. By tapping the ‘!’, you can report a an offensive or suspected false profile (please don’t report someone just because their pictures are attractive).

How do I add/ 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 privacy settings.

How can I edit my name / gender?

Because mistakes are human and some of you put a wrong gender during signup, 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 is the meaning of the deactivation of an account?

If you choose to deactivate your profile, 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!

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 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 which 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, we have no way to issue a refund directly. Only Apple can do it as they handle absolutely all the payment process. 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.

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 into 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.

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.

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.

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

That is so lovely to hear! On https://getonce.com/stories/ you can share your story! If you wish to change your name it is totally up to you.

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 give you some free crowns.