Help

Support & FAQ

Last updated May 18, 2026

Need a hand? Most things can be solved in a minute with the answers below. If you don’t find what you’re looking for, the team is one email away.

Contact us

General help: hello@luvmood.com
Safety reports & abuse: safety@luvmood.com
Privacy & data requests: privacy@luvmood.com
Account appeals: appeals@luvmood.com
Copyright (DMCA): dmca@luvmood.com
Press & partnerships: press@luvmood.com

We aim to respond within 2 business days. Safety and abuse reports are prioritised.

Account

How do I delete my account?

Open the Luvmood app and go to Settings → Account → Delete account. Confirm with your password. Deletion is permanent and removes your profile, photos, matches, and messages within 30 days. Backups are purged within 90 days.

I forgot my password.

On the sign-in screen, tap “Forgot password?” and follow the link sent to your registered email. If you signed up with Apple or Google, use that provider to sign back in.

Can I change my email or phone?

Yes — Settings → Account. You’ll be asked to verify the new address before the change takes effect.

Can I pause my account without deleting it?

Yes — Settings → Discovery → Pause discovery. Your profile won’t appear to anyone new while it’s paused. Your existing matches and messages stay.

I was banned. How do I appeal?

Email appeals@luvmood.com within 30 days with your account email and a brief explanation. We review every appeal. Decisions on appeals are final.

Profile & photos

My photo was rejected. Why?

Every photo is checked by an automated moderator before it’s shown to others. Common reasons photos are rejected:

No clearly visible face (required for profile photos).
Detected nudity, swimwear that the system reads as suggestive, or sexualised content.
Detected weapons, drugs, or violence.
The photo appears to be of a minor.
The photo looks AI-generated or significantly edited.

We don’t reveal the exact reason to keep the system from being gamed. Try uploading a clear, recent photo of just you in good lighting.

How do I add or replace my profile photo?

Open Settings → Edit profile and tap a photo slot. New photos go through moderation before they appear; this usually takes seconds.

Why can’t I see who liked me?

Inbound likes are visible. Some Premium-only filtering features sit on top of the likes list — those require Premium.

Matching & discovery

How does matching work?

You and another user must both like (or super-like) each other to match. After matching, either of you can start a chat. Some surfaces, like “Hit Me Up,” work a little differently — see the section below.

I’m not seeing many profiles.

Check Settings → Discovery: your age range and distance settings might be very narrow.
Make sure your account isn’t paused.
If your photo or bio is awaiting moderation, your profile may not yet be shown.
In smaller cities, results may simply be limited.

What is “Hit Me Up” (HMU)?

HMU is a public-style feed where you can post a short conversation prompt (“Coffee Sunday?”, “Hiking buddy?”) and other users can spend coins to send you a chat request. You decide which requests to accept. HMU posts expire after 24 hours.

Coins, Premium & billing

What are coins for?

Coins are used for in-app features like sending chat requests on HMU, sending gifts, and applying profile boosts. You can buy coins or earn them through rewarded ads, daily streaks, and the referral program.

What does Premium include?

Ad-free experience.
Premium filters in the discovery and likes feeds.
Other features as they roll out — listed in-app on the Premium page.

How do I cancel Premium?

Subscriptions are billed by Apple or Google, not by Luvmood, so you cancel through the platform that sold you the subscription:

iOS: Settings → [your name] → Subscriptions → Luvmood → Cancel
Android: Google Play app → Profile → Payments & subscriptions → Subscriptions → Luvmood → Cancel

Cancellation stops the next renewal; you keep Premium until the end of the current billing period.

I want a refund.

All purchases are processed by Apple or Google and refunds are handled by them:

Apple: reportaproblem.apple.com
Google Play: Google Play refund policy

Where the law gives you a refund right directly against us (for example, EU consumer cooling-off rights), email hello@luvmood.com within the applicable window.

I bought coins but they didn’t show up.

Force-close the app and reopen it — coin grants usually arrive within a minute. If they still don’t appear, email hello@luvmood.com with your Apple or Google receipt and we’ll fix it.

Safety & reporting

How do I report a user?

Open the user’s profile or chat, tap the menu, then Report. Choose a reason and add any details that help. Reports are confidential — the user you report cannot see who reported them.

How do I block someone?

Same place as Report — open their profile or chat menu and tap Block. Blocking is immediate and mutual: you won’t see them, they won’t see you. Blocks can be managed in Settings → Blocked users.

Someone is threatening me.

Read our Safety Tips — in particular the sextortion section. Report inside the app and email safety@luvmood.com with screenshots. If you are in immediate danger, call your local emergency number first.

Notifications

I’m not getting notifications.

Check your device settings: Settings → Notifications → Luvmood on iOS, or your Android equivalent.
Make sure Luvmood has permission to send push notifications.
Reinstalling the app and signing back in will refresh your push token.

Technical

Which devices does Luvmood support?

iOS 15 and later, and Android 9 (Pie) and later. Older versions may work but aren’t actively supported.

The app keeps crashing.

Update to the latest version from the App Store or Play Store. If it persists, email hello@luvmood.com with your device model, OS version, and a short description of what you were doing when it crashed.