Troubleshooting

Having trouble with the app? Find solutions for common issues below.

If these solutions don't resolve your issue, contact us through Profile > Settings > Support or email [email protected].

Installation & Updates

Can't install the app

Android

• Search for "Pssper" on Google Play Store and install it.
• If storage is low, delete unused apps or files and try again.
• Android 10 or later is required. Check your OS version in Settings > About Phone > Software Information.

iOS

• Search for "Pssper" on App Store and install it.
• iOS 15 or later is required. Check your OS version in Settings > General > Software Update.
• If storage is low, check and free up space in Settings > General > iPhone Storage.

App won't update

• Connect to Wi-Fi, refresh the store, and try updating again.
• If auto-update is disabled, we recommend enabling it in your store settings.
• If updates keep failing, uninstall and reinstall the app. Your account data is stored on our servers, so you can recover it by logging in again.

Sign Up & Login

Not receiving verification code (OTP)

• Make sure you entered the correct phone number, including country code.
• Check your spam or blocked messages folder.
• Wait up to 3 minutes after requesting the code.
• If it still doesn't arrive, tap Resend to request a new code.
• For international numbers, your carrier may be blocking overseas text messages. Contact your carrier for assistance.

"Phone number already in use" error

• Pssper enforces a one-account-per-number policy.
• Check if you already have an account registered with this number.
• If you previously deleted your account, you cannot re-register with the same number for 90 days after deletion.
• If it's your number and you can't use it, contact support.

Can't log in

• Check your internet connection.
• Force close the app completely and reopen it.
• Make sure you're running the latest version of Pssper. Older versions may have restricted login.
• Try clearing app cache:
  • Android: Settings > Apps > Pssper > Storage > Clear Cache
  • iOS: Uninstall and reinstall the app

Can't pass bot verification

• Try on a stable network connection. If you're using a VPN, turn it off and try again.
• If the verification screen doesn't load, restart the app.
• If pop-up blocking is enabled in your browser, disable it and try again.

AI Chat Issues

AI friend isn't responding

• Check your internet connection. AI conversations require a stable network.
• Force close the app completely and reopen it.
• This may be temporary server maintenance. Please try again in a few minutes.
• If the issue persists, update the app to the latest version.

AI responses are slow

• Use Wi-Fi or a stable mobile data connection.
• Responses may be slightly delayed during peak hours (8-11 PM).
• Very long conversation threads may increase response time.

Want to change my AI character

• Tap the character icon at the top of the AI Friend tab to switch characters.
• Changing characters doesn't erase your accumulated personality data.
• The new character may need a few conversations to pick up your existing context.

AI gave an inappropriate response

• Long-press the message and select "Report".
• Pssper's AI is prohibited from using expressions involving possessiveness, jealousy, or comparisons. Please report any such behavior.
• Your reports are used to improve the AI.

Scenario conversations won't start

• Scenario conversations are activated after you've had a certain level of conversation with your AI friend.
• If you don't see the mode switch button, update the app to the latest version.

My chat history is gone

• Pssper stores your conversation history, and the AI also remembers key topics (e.g., trips, concerns) separately.
• Reinstalling the app and logging in will restore your chat history.

Profile Issues

AI profile suggestion doesn't fit me

• AI profile suggestions are never published unless you approve them.
• Tap the Edit button on the suggestion screen to modify it to your liking.
• Tap Reject to discard the suggestion entirely.
• The more you chat with the AI, the more accurate its suggestions will become.

Want to change my profile photo

• Go to Profile > Edit Profile > Photo and tap the photo area.
• Profile photos should clearly show your face.
• Inappropriate photos will be automatically reviewed and may be rejected.

Want to edit my profile information

• Go to Profile > Edit Profile to update your manually entered information (name, bio, interests, etc.).
• AI-inferred data (personality traits, relationship attitudes, etc.) can be viewed in Profile > AI Insights, where you can request deletion if needed.

Matching Issues

No one showing in Discovery

• Make sure location access is enabled for Pssper:
  • Android: Settings > Apps > Pssper > Permissions > Location
  • iOS: Settings > Pssper > Location > While Using the App
• Discovery may be limited if you haven't had enough conversations with your AI friend.
• Your discovery filters (distance, age range) may be too narrow. Try expanding them.

Not receiving match suggestions

• Pssper doesn't use a constant swipe model. The AI suggests matches when it determines you're ready for a relationship.
• Have more conversations with your AI friend to receive suggestions sooner.
• If you already have an active match, Pssper only matches you with one person at a time. The current match must end before a new one can begin.

I don't like the suggested match

• Decline the match suggestion to cancel it.
• Even after accepting a match, you can choose to end the connection at any time through the chat.
• The AI learns from your decline reasons to improve future suggestions.

"Relationship readiness low" message

• The AI hasn't gathered enough information about your personality yet.
• Continue chatting with your AI friend using various modes -- free talk, scenario conversations, etc.
• This process ensures better matches. Match suggestions will start after sufficient conversations.

Chat Issues

Can't send messages to my match

• Check your internet connection.
• If the other person has ended the connection or deactivated their account, messages cannot be sent.
• A status notice will appear at the top of the chat room.

Can't send photos in chat

• Pssper does not support photo sharing in chat for safety reasons.
• This policy prevents the sending of inappropriate images.
• Profile photos are shared upon mutual consent after matching.

Ice-breaking button not visible

• The ice-breaking assist is only available in post-match 1:1 chats.
• Look for the ice-breaking icon to the left of the chat input field.
• As your conversation progresses, the assist gradually decreases. This is by design to encourage natural conversation (Phase 1 > Phase 2 > Phase 3).
• Free users may have a limited number of assists per day.

Topic cards aren't relevant

• Topic cards are generated by AI based on both users' conversation data.
• If a card doesn't suit you, tap the refresh button for a different suggestion.
• You can always skip cards and continue the conversation on your own. The assist is just a reference tool.

My match isn't responding

• Response times vary depending on each person's schedule.
• Pssper does not display online status. This is intentional to reduce response pressure.
• If there's no response for an extended period, you can end the connection and receive a new match.

Notifications

Not receiving notifications

• Check your device notification settings:
  • Android: Settings > Apps > Pssper > Notifications > Allow
  • iOS: Settings > Pssper > Notifications > Allow Notifications
• Also check your in-app notification settings: Profile > Settings > Notifications.
• Power saving / battery saver mode may delay notifications.
• Force closing the app in the background may prevent notifications from arriving.

Getting too many notifications

• Go to Profile > Settings > Notifications to toggle individual notification categories on or off.
• You can manage AI chat notifications, match notifications, chat notifications, and marketing notifications separately.

Payment Issues

Payment won't go through

In-app purchases (App Store / Google Play):

• Verify that your payment method (credit card, Google Pay, Apple Pay) is valid.
• Check your card limit and balance.
• In-app purchases may be restricted in your device settings:
  • Android: Google Play Store > Settings > Authentication Settings
  • iOS: Settings > Screen Time > Content & Privacy Restrictions > In-App Purchases > Allow

Want to cancel my subscription

• Google Play: Google Play > Subscriptions > Pssper > Cancel Subscription
• App Store: Settings > [Your Name] > Subscriptions > Pssper > Cancel Subscription
• Deleting the app does not cancel your subscription. You must cancel through the steps above.

Want a refund

App Store purchases:

• Apple: App Store > Subscription History > Report a Problem > Request Refund (within 14 days of purchase)
• Google: Play Store > Order History > Request Refund (within 48 hours of purchase)
• Refund approval is determined by Apple or Google. Pssper cannot process these directly.

I think I was double-charged

• Check your payment history in Profile > Settings > Payment History.
• If a web payment option becomes available in the future and you subscribe through both the app store and the web, double charges may occur. Cancel one of the subscriptions.
• If you confirm a duplicate charge through the same payment method, contact support with your payment receipt.

Not receiving payment emails

• Check your spam or promotions folder.
• Add [email protected] to your allowed senders list.
• Verify that the email address registered with your account is correct in Profile > Settings > Account.

Free trial ended but I wasn't charged

• When the free trial ends, it automatically converts to a paid subscription.
• If you don't want the automatic conversion, you must cancel at least 24 hours before the trial period ends.

Account Management

Want to change my password

• Pssper uses phone number verification (OTP) for authentication, so there is no password to change.
• Each time you log in, you'll receive a verification code on your phone number.

Want to change my phone number

• Go to Profile > Settings > Account > Change Phone Number.
• You'll need to verify ownership of the new number via a verification code.
• If the new number is already registered to another account, the change cannot be made.

Want to delete my account

• Go to Profile > Settings > Account Management > Delete Account.
• After OTP identity verification, you'll review what data will be deleted and confirm by typing "Delete Account."
• Upon request, the following data is permanently deleted immediately: profile, AI chat history, match/chat records, balance game/review data.
• Deletion is irreversible and cannot be undone.
• Certain data with legal retention requirements (such as payment records) will be kept for the legally mandated period.
• After deletion, you cannot re-register with the same number for 90 days.
• Make sure to cancel any active paid subscriptions before deleting your account.

My account has been suspended

• Accounts may be suspended for violating community guidelines.
• Suspension types:
  • Warning -- notification of the violation
  • Temporary suspension -- restricted access for a set period
  • Permanent suspension -- service access permanently revoked
• Suspension reasons are communicated via in-app notification or email.
• If you wish to appeal, submit your case along with supporting materials through Support > File an Appeal.

General Technical Issues

App keeps crashing

• Update the app to the latest version.
• Restart your device.
• Low device storage can cause instability.
• Try clearing the app cache (Android: Settings > Apps > Pssper > Storage > Clear Cache).
• If the issue persists, uninstall and reinstall the app.

Display isn't showing correctly

• Check if your device's display settings (font size, display scale) are set to extreme values.
• Switching between dark mode and light mode may cause some elements to display incorrectly. Restart the app.
• Update the app to the latest version.

Concerned about data usage

• AI conversations are text-based, so data usage is minimal.
• Using Wi-Fi reduces mobile data consumption.
• If available, enable Data Saver Mode in Profile > Settings.

App is draining my battery

• Restrict background activity:
  • Android: Settings > Apps > Pssper > Battery > Restricted
  • iOS: Settings > Pssper > Background App Refresh > Off
• Note: If you need real-time notifications, avoid completely disabling background activity.

Post-Match Features

Balance game isn't visible

• The balance game is only available in chat rooms with an active match.
• Look for it under the gear icon at the top of the chat > "Play Balance Game".
• The game is not available with someone you've ended the connection with.

Can't purchase balance game report

• Reports are a paid feature. Subscribers can view them immediately.
• Non-subscribers can purchase individual reports.
• If you're having payment issues, refer to the Payment Issues section above.

Date plan isn't being generated

• The AI needs sufficient conversation data between both users to generate a suggestion.
• If your conversation is still in the early stages, chat more and try again later.
• Check your network connection.

Didn't receive appointment reminder

• Make sure notifications are enabled in Profile > Settings > Notifications.
• Also check your device's push notification settings:
  • iOS: Settings > Pssper > Notifications > Allow
  • Android: Settings > Apps > Pssper > Notifications
• When creating the appointment, make sure you checked the reminder notification checkbox.

Can't write a date review

• Reviews can only be written after the scheduled appointment date has passed.
• Manual reviews are also available: go to the chat room gear icon > "Write Date Review".
• You cannot write reviews for someone you've ended the connection with.

When can I see the growth report?

• A growth report is generated once you have 3 or more reviews.
• Growth reports are a paid feature (included with subscription or available for individual purchase).

Safety Features

Can't find the report button

• Reporting is available in matched chat rooms.
• Tap the gear icon at the top of the chat room > "Report".
• Update the app to the latest version if you don't see it.

No feedback after reporting

• When a report is filed, AI performs an immediate first-pass review, and our team reviews it within 48 hours.
• You'll receive a "Your report has been processed" notification when complete.
• Specific enforcement actions taken against the other user are kept confidential.

Blocked user's profile still visible

• Cached data may temporarily appear after blocking.
• Force close the app completely and reopen it to refresh.
• Check your block list in Profile > Settings > Block Management.

Want to unblock someone

• Go to Profile > Settings > Block Management to unblock.
• Note: Even after unblocking, you will not be re-matched with that user.

Message blocked by content filter

• Messages containing content that violates community guidelines are automatically blocked.
• Tap "View Guidelines" to see what content is restricted.
• If you believe this is an error, contact support for assistance.

Want to rejoin after account deletion

• Account deletion is processed immediately and cannot be reversed.
• You cannot re-register with the same phone number for 90 days after deletion.
• After 90 days, you can create a new account.

Want to cancel account deletion

• Account deletion is processed immediately upon request and cannot be undone.
• After 90 days, you can create a new account with the same number.

Contact Support

If the above solutions don't resolve your issue, please reach out to our support team.

• In-app: Profile > Settings > Support
• Email: [email protected]

To help us resolve your issue faster, please include:

• Your device model and OS version
• Pssper app version
• The screen or feature where the issue occurs
• Screenshots of any error messages (if available)