Troubleshooting

Check your spam or junk folder first — that is where it usually is.

You can request a new code after 60 seconds; the button shows a countdown so you are not left guessing. A new code cancels the old one, so make sure you are typing the most recent one.

A code lasts 15 minutes and can be entered wrong five times before it stops working. If you have used up those attempts, request a fresh code — that resets the count, and is the intended way out rather than a lockout.

If nothing arrives at all, the address may have a typo in it. Contact us and we can help.

Pending means it has been submitted and is with the provider or with a reviewer. The verification screen refreshes itself while anything is pending, so you do not need to restart the app or keep pulling to refresh — leave it open and it will update when the result arrives.

Timings differ by check. The automated checks are usually quick. Marital status evidence is read by a person and does not resolve automatically, so it takes longer by design. An Indefinite Leave to Remain residency answer also goes to manual review.

If a check has been pending for an unreasonable time, contact us with the check type.

In practice this will be your DBS Basic Disclosure, which lapses three years after it was issued. Government ID and UK degree badges do not expire.

Nothing has been deleted — the badge is shown as lapsed rather than hidden, so people can see you were verified and that the check is now out of date. You and your current matches are all notified when it happens.

Tap the lapsed badge to renew. You will see a quote first, with the provider's fee and the payment processing fee listed separately, and the check runs again from scratch.

A rejected check does not suspend your account or remove anything else. Your other badges are unaffected.

Common causes: a photograph of a document that is blurred, cropped or has glare across it; an expired document; a name that does not match the one on your profile; or, for a degree check, details that do not match the institution's record.

Correct the underlying issue and submit again. If you believe the result is wrong, contact us — a person will look at it.

Three things stop a message going through, and the app will tell you which:

• The match has ended. If it was unmatched or expired, the message box is replaced rather than just greyed out — you can still read the history.
• Your account is restricted. A second strike restricts sending and expressing interest for seven days. Reading still works. See the trust and safety policy.
• You are viewing as a chaperone. A chaperone reads only, so there is no message box at all.

Calls need the camera and microphone permissions, which are requested the first time and can be re-granted in your phone's settings if you declined.

Calls only work between matched members, and only where the match is still active.

Being straight with you about a current limitation: Amana's calling does not yet use a relay server, so on some restrictive networks — certain corporate, university or public Wi-Fi — a call may fail to connect even when everything else works. Mobile data usually gets through where such a network doesn't. We are addressing this before public launch.

Also note that an incoming call only rings if Amana is running. A call to a phone where the app is fully closed will not wake it.

Each upload has a format and a size limit:

• Profile photos — JPEG, PNG or WebP, up to 8 MB.
• Marital status documents — JPEG, PNG or PDF, up to 15 MB.
• Voice notes — recorded in the app, capped at 60 seconds.
• Video notes — recorded in the app, capped at 30 seconds.
• Video introduction — recorded in the app, capped at 30 seconds.

Recordings stop themselves at the limit, so a video or voice note should never be too long. If a photo is rejected for size, most phones can export a smaller copy from the gallery app.

Several ordinary reasons, none of them a fault:

• You have already expressed interest in them or passed on them. Anyone you have decided about is excluded from Discover and search.
• They have incognito turned on, which removes them from everyone's search results and daily batches.
• It is a guardian-created profile whose guardian has not yet completed their own ID check, so it is not discoverable by anyone.
• Your filters are narrower than you think. Clear them all and start again.

If you passed on someone by mistake, the undo button on Discover reverses your most recent decision.

When you are managing someone's profile, a banner sits across the top of every screen naming whose profile it is, with a "switch back" action. If you are seeing unexpected matches or messages, check that banner — you are probably switched into a profile you manage.

If the banner is not there, you are in your own account.

Remember that membership does not carry across. Being asked to subscribe after switching into a profile is expected, not a fault. More on the guardian role.