Meet in
security

If you suspect your account has been hacked 🚨, what should you do?

If You Can Still Access Your Account:

• Immediately Change Your Password.
  If you're using a computer, click here.
  If you're on mobile, click here.
• Then log out and log in again from every device linked to your account.

➔ We strongly advise changing the password for your email account as well.

If You Cannot Access Your Account:

• Contact Customer Care 💌, and we will close the account on your behalf.
• If you have a subscription pass, we can transfer it to a new account. Reach out to us with your old screen name and the new customer ID number found in the My Account settings.

Tips to Enhance Account Security:

• Opt for a strong password comprising at least one letter, one number, and one special character.
• Always log out of Match when accessing your account from public locations.
• Avoid forwarding or sharing any Match emails you receive.

➔ Keep in mind: Your safety is our utmost priority. If you suspect any irregular activity, don't hesitate to inform us.

If you are a Match customer:

• Check for automatic renewals: Verify whether the debits are related to the automatic renewal of your subscription.
• Report unauthorized use: If the debits are not related to subscription renewal, promptly contact your bank. Additionally, if you suspect fraudulent activity, reach out to us via email as soon as possible. Our team treats cases of card piracy and unauthorized credit card use with utmost seriousness.

If you have never registered on our website:

• Immediately notify your bank to halt the transaction and prevent further unauthorized transactions on your account.

What to Do if Another Member Is Using My Photos on Their Profile?

If you are a victim of identity theft, contact Customer Care 💌 and we will assist you in resolving the issue. We will provide you with a form to complete, including your ID and photos or screenshots of the user in question. We will take swift and appropriate action.

What to Do if Someone Else Is Using My Email Address?

Contact Customer Care 💌 and provide them with the email address in question. Ensure that you do not have an old Match account that you forgot about. If so, follow the cancellation steps outlined here.

If you are located in the European Economic Area, Switzerland, or the UK, you can directly contact our Data Protection Officer (DPO) via postal mail using the address provided in Section 12 of our Privacy Policy, or by utilizing our contact form here. In the open text field where you input your request, simply state that you “wish to contact the Data Protection Officer” or “DPO” at the beginning of your message.

Photo Verification involves a straightforward process: capturing a video selfie. Once you successfully complete both the Liveness Check and 3D Face Authentication steps, you will achieve "Photo Verified" status.

The Liveness Check analyzes the facial features in your video to confirm its authenticity and to ensure it has not been digitally altered. 3D Face Authentication compares your facial features in the video selfie with those in your profile photos, using facial recognition technology to generate a unique facial geometry "template." This template aids in confirming your identity across various images.

Your facial geometry templates are deleted within 24 hours, and your video selfie is not stored on your profile. However, two screenshots from your video selfie are retained for auditing and management purposes.

How is Facial Geometry Information Utilized?

We use your facial geometry information exclusively for Photo Verification. This data, along with the screenshots, is shared with Match Group, LLC., our service provider, for processing. Match Group, LLC. stores and utilizes this data on their Amazon Web Service (AWS) instances. Following verification completion, this information is deleted from their AWS instances. For further information on AWS's privacy practices, you can visit their website. We do not share your facial geometry information or screenshots with any other third parties.

What is Retained After Verification?

We retain two screenshots from your video selfie for auditing purposes throughout your account's existence. These screenshots are deleted upon account closure, as outlined in our Privacy Policy. Additionally, we maintain the results of the Photo Verification process. However, we do not retain the underlying facial geometry information beyond the verification process, which typically concludes within 24 hours. Your video selfie is also not stored.

Under What Legal Authority is Photo Verification Information Processed?

We process Photo Verification information with your consent.

What is Match's Policy Regarding the Retention and Destruction of Biometric Information?

• Retention: Biometric information, specifically facial geometries utilized for facial recognition during Photo Verification, are generated and retained with your consent solely for the verification process, which can take up to 24 hours. Following verification, this information is promptly deleted. We retain screenshots from your video selfie, but the facial geometry data derived from your video is discarded.
• Destruction: Upon completion of the Photo Verification process, Match permanently purges the biometric information from our systems.

What if I Have Further Questions?

Feel free to contact us anytime!

There are three primary reasons this might happen:

• The members may have deleted or suspended their profile, or they could be temporarily in Incognito mode.
• You may have blocked them, or they may have blocked you.
• We may have deleted their profiles due to violations of our terms and conditions.

Our advice? Keep moving forward – there are many more genuine singles to discover 👀

The majority of individuals on Match are seeking enjoyable experiences while searching for a special connection. However, like any online platform, it's crucial to prioritize your safety.

Our Safety Tips section offers comprehensive advice, but here are some fundamental guidelines to follow:

• Avoid disclosing easily identifiable personal information on your profile or during early interactions with other members.
• Engage with other singles solely on our platform. Individuals with malicious intent often try to move conversations to external platforms.
• Delay in-person meetings until you feel comfortable. Opt for public locations for initial dates and take your time getting to know someone.
• Refuse any requests or pressure to disclose uncomfortable information or engage in activities that make you uneasy.
• Maintain awareness that online acquaintances may not accurately represent themselves.
• Never share any Personal Identifiable Information (PII) or financial details on the platform or elsewhere.

Our Moderation team is ready to act discreetly upon receiving reports of any uncomfortable behavior from a member and has the authority to permanently remove offenders from Match if necessary. To report a user, simply click the three-dot button (…) and select "Report this person" on any profile or within the messaging interface.

➔ However, negative experiences are rare occurrences on Match. We are committed to supporting you and hope you thoroughly enjoy your quest for a meaningful connection!

Match prioritizes user safety, which is why we provide a dedicated section with numerous tips. For more information, click here.