My account was suspended

If you think your account was suspended by mistake, you can appeal from the app. You’ll need to tell us why and include a photo of your driver’s license or passport, and we’ll reply by email.

How to appeal

1. Open Smitten and tap “Appeal my suspension”.
2. On “Why are you appealing?”, tell us what you think we got wrong.
3. On “Upload your driver’s license or passport”, tap “Upload ID” and add a photo of your ID.
4. On “What’s your phone number?”, enter the phone number you used to create your Smitten account, then enter it again to confirm.
5. On “Submit your appeal”, check your details and tap “Submit now”.
6. Your email app opens with an email to our security team. It contains your reason and phone number, with your ID photo attached. Send it.

Your appeal isn’t sent until you send that email. We only review appeals that include a photo of your ID and your reason.

While your account is suspended

• You can’t use your account, and nobody can see your profile. Your account isn’t deleted.
• A suspension doesn’t cancel a Premium subscription. To stop payments, cancel it in the App Store or Google Play. See How do I cancel my subscription?.
• You can’t delete a suspended account in the app. Contact us if you want it deleted.
• Suspensions can apply to your phone number and your device, so a new account may be suspended too.

Good to know

• The appeal email is sent from your own email account. Besides your reason, phone number and ID photo, it includes your app version and some details about your device.
• On iPhone, once you’ve sent your appeal, the app shows “We’ll respond to your appeal via email” instead of the appeal button.