Support
One address handles everything. Put the right subject line on it and it reaches the right place faster.
01Which subject line to use
| What you need | Subject line |
|---|---|
| Coins charged but not credited | Purchase Issue |
| Delete my account and data | Account Deletion Request |
| A copy of my data, or a correction | Privacy Rights Request |
| My account was restricted and I disagree | Enforcement Appeal |
| A withdrawal has not arrived | Payout Issue |
| Profile verification is stuck | Verification Help |
| Report an adult member's behaviour | Safety Report |
| Anything involving a minor | CSAE Report |
| Someone used my photo | Copyright Notice |
| Legal or press | Legal Notice |
Write from the email address on your account where you can. It saves an identity check and a day.
02Things we can answer right here
I bought coins and they never arrived
Google sometimes confirms a purchase before it finishes settling. Reopen the app and leave it on the coins screen for a minute — most purchases land by themselves. If it has been more than an hour, email us with the subject "Purchase Issue" and include the Google Play order number from your receipt email. We can see the purchase token and credit the coins directly.
I want a refund
Coins are sold by Google Play, so refunds are Google's to give — request one at play.google.com/store/account/orderhistory. The exception is coins you were charged for but never received: that is our error, email us and we will fix it.
How do I cancel VIP?
VIP is a Google Play subscription, so it is cancelled in Google Play: Subscriptions, then Lovida, then Cancel. Cancel at least 24 hours before the renewal date. We cannot cancel it on your behalf — Google holds it.
How do I delete my account?
In the app: Account, then Delete account. Or email us with the subject "Account Deletion Request". Your profile disappears within 48 hours and your data is removed from production within 30 days. Withdraw any earnings first — balances are forfeited on deletion.
The other person could not see me on a call
Usually a permission or a network problem. Check that Lovida has camera and microphone permission in your phone's app settings, and try again on a different network. If it keeps happening, email us with the subject "Call Issue", the approximate time of the call and the other member's name — we keep connection diagnostics for every call and can usually see exactly what failed.
My withdrawal has not arrived
Mobile money payouts normally settle the same day but can take up to three working days. Check the number on your payout method is correct and active. If it has been longer, email with the subject "Payout Issue" and the date and amount.
Verification keeps failing
The check looks for one clear human face. Use good light, face the camera straight on, remove sunglasses, hats and masks, and make sure nobody else is in frame. If it still fails after a few tries, email with the subject "Verification Help" and we will review it by hand.
Someone is harassing me
Block them — that stops contact and stops you being matched again — and Report them from the call or the chat, which attaches the evidence we need. Reports are confidential; the person is never told who reported them. If you are in immediate danger, contact your local emergency services first.
03Never do these
- Never send money, gift cards or cryptocurrency to anyone you met on Lovida, whatever the story. Report them instead.
- Never share a verification code, bank detail or password. We will never ask for your password.
- Never move a conversation off Lovida because someone says the app is "about to ban" them. That is the oldest line there is.
04Contact
Tell us your display name, the email on your account, your device and app version, and what happened. The more of that is in the first email, the faster this goes.