Troubleshooting Guide

We want your BeMoreKinky experience to be seamless—and when something doesn't work quite right, we want to fix it fast. This guide covers solutions to the most common issues our users encounter, with step-by-step instructions to get you back to exploring in no time. Can't find your answer here? Our support team is standing by to help.

App Performance Issues

App Running Slowly

Symptoms: Lag, slow loading, delayed responses

Solutions:

  1. Close and reopen the app
  2. Clear the app cache (Profile > App Settings > Storage > Clear Cache)
  3. Check your internet connection
  4. Ensure your device has free storage space
  5. Update to the latest app version
  6. Restart your device

App Crashes

Symptoms: App closes unexpectedly

Solutions:

  1. Update to the latest app version
  2. Restart your device
  3. Clear the app cache
  4. Reinstall the app (your data is preserved in your account)
  5. Check if your device OS needs updating

Report crashes: Go to Profile > Help & Support > Report a Bug with details about when the crash occurred.

Content Not Loading

Symptoms: Blank screens, missing images, loading spinners that never stop

Solutions:

  1. Pull down to refresh
  2. Check your internet connection
  3. Switch between WiFi and mobile data
  4. Clear app cache
  5. Log out and back in
  6. Check if BeMoreKinky servers are having issues (rare)

Account & Login Issues

Can't Log In

Symptoms: Login fails, "incorrect password" error

Solutions:

  1. Verify you're using the correct email address
  2. Check for typos in your password
  3. Use "Forgot Password" to reset
  4. If using Google/Apple sign-in, ensure you're signed into the correct account
  5. Check if your account was created with a different sign-in method

"Email Already Registered" Error

Symptoms: Can't create account with your email

Solutions:

  1. You may already have an account—try logging in
  2. Try "Forgot Password" to recover access
  3. Check if you registered with Google/Apple (try those sign-in options)
  4. Contact support if you don't remember creating an account

Password Reset Email Not Arriving

Solutions:

  1. Check your spam/junk folder
  2. Add noreply@bemorkinky.com to your contacts
  3. Wait up to 15 minutes (email can be delayed)
  4. Request a new reset email
  5. Verify you're using the right email address
  6. Try a different email provider if issues persist

Stuck on Loading Screen

Solutions:

  1. Force close and reopen the app
  2. Check your internet connection
  3. Wait 30 seconds (initial load can be slow)
  4. Restart your device
  5. Reinstall the app

Partner Connection Issues

Invitation Not Received

Symptoms: Partner says they sent an invite, but you didn't get it

Solutions:

  1. Check spam/junk folder
  2. Verify your email address is spelled correctly
  3. Ask partner to resend the invitation
  4. Use a pairing code instead of email

Invalid Pairing Code

Symptoms: Code doesn't work when entered

Solutions:

  1. Pairing codes expire after 15 minutes—request a new one
  2. Check for typos (0 vs O, 1 vs I, etc.)
  3. Ensure you're entering the code in the right place (Partner > Enter Code)
  4. Ask partner to generate a fresh code

Partner Data Not Syncing

Symptoms: Can't see partner's ratings, quizzes, or updates

Solutions:

  1. Pull down to refresh the Partner tab
  2. Both partners should check sharing settings
  3. Verify partnership status is "Active" (not "Paused")
  4. Both partners try logging out and back in
  5. Check internet connection on both devices

"Already Connected" Error

Symptoms: Can't connect to a new partner

Solutions:

  1. You have an existing partnership—end it first
  2. Your partner may already be connected to someone
  3. Check Partner > Partnership Settings for current status

Play Proposal Issues

Can't Create Proposal

Symptoms: Create button disabled or error when trying

Solutions:

  1. Free users: Check if you've reached your monthly limit (3/month)
  2. Check if you have too many pending proposals (2 maximum for free)
  3. Ensure you have an active partner connection
  4. Try refreshing the Play tab

Proposal Not Delivered

Symptoms: You sent a proposal but partner didn't receive it

Solutions:

  1. Confirm the proposal status shows "Sent" not "Draft"
  2. Ask partner to check Play tab directly (not just notifications)
  3. Ensure partner's notifications are enabled
  4. Both try refreshing the app

Can't See Partner's Proposals

Solutions:

  1. Check the Play tab, not just notifications
  2. Pull down to refresh
  3. Verify partnership is active
  4. Log out and back in

Task & Reward Issues

Task Completion Not Recording

Symptoms: You completed a task but it still shows as pending

Solutions:

  1. Make sure you tapped Mark Complete
  2. Check your internet connection
  3. Pull down to refresh the task list
  4. Try completing again
  5. Log out and back in

Points Not Awarded

Solutions:

  1. Verify the task has point incentives enabled
  2. Check that completion registered (see above)
  3. Pull down to refresh your point balance
  4. Allow a few minutes for sync
  5. Check point history for the transaction

Reward Won't Claim

Solutions:

  1. Verify you have enough points
  2. Check if the reward is still available (not out of stock)
  3. Ensure reward hasn't expired
  4. Refresh and try again
  5. Log out and back in

Quiz Issues

Quiz Not Loading

Solutions:

  1. Check internet connection
  2. Pull down to refresh
  3. Try a different quiz (to identify if issue is specific)
  4. Clear app cache
  5. Update the app

Quiz Progress Lost

Symptoms: You were mid-quiz and lost your place

Solutions:

  1. Check Quiz History > In Progress for saved progress
  2. Quick quizzes may not save mid-quiz progress
  3. Personality tests auto-save after each section
  4. If lost, you'll need to restart the quiz

Results Not Showing

Solutions:

  1. Ensure you completed all required questions
  2. Check internet connection
  3. Wait a moment for processing
  4. Pull down to refresh
  5. Check Quiz History for your results

Comparison Not Available

Solutions:

  1. Both partners must complete the same quiz
  2. Both must have quiz sharing enabled
  3. Partnership must be active (not paused)
  4. Try refreshing or logging out/in

Notification Issues

Not Receiving Notifications

Solutions:

  1. Check in-app settings (Profile > Notifications)
  2. Check device notification permissions for BeMoreKinky
  3. Disable battery optimization for the app
  4. Enable background app refresh
  5. Make sure notifications aren't in quiet hours
  6. Reinstall the app (last resort)

Too Many Notifications

Solutions:

  1. Customize categories in Profile > Notifications
  2. Set up quiet hours
  3. Disable specific notification types you don't want

Notifications Delayed

Solutions:

  1. Check if battery saver mode is enabled
  2. Ensure background app refresh is on
  3. Check internet connectivity
  4. This can be normal during high server load

Subscription Issues

Premium Not Activating

Solutions:

  1. Wait a few minutes after purchase
  2. Try Restore Purchases in Profile > Premium
  3. Force close and reopen app
  4. Verify purchase in your app store account
  5. Contact support with your receipt

Can't Restore Purchase

Solutions:

  1. Ensure you're using the same app store account
  2. Verify subscription is still active in app store settings
  3. Try on the same device platform (iOS purchases don't transfer to Android)
  4. Contact support with proof of purchase

Charged But No Access

Solutions:

  1. Get your transaction receipt from email
  2. Try Restore Purchases
  3. Contact support with receipt details
  4. Apple/Google can investigate charges

Data & Sync Issues

Data Out of Sync

Symptoms: Different data on different devices, or data seems old

Solutions:

  1. Pull down to refresh on all devices
  2. Log out and back in
  3. Ensure all devices have internet
  4. Update the app on all devices
  5. Wait a few minutes and try again

Lost Data After Update

Symptoms: Data missing after app update

Solutions:

  1. Log out and back in
  2. Restore purchases if Premium features are missing
  3. Data is stored on our servers—it shouldn't be lost
  4. Contact support if data doesn't return

Activity Ratings Reset

Solutions:

  1. Ratings might just need to refresh—pull down
  2. Log out and back in
  3. Contact support if ratings don't return—this shouldn't happen automatically

Contacting Support

Before Contacting Support

Gather this information:

  • Your account email
  • Device type (iPhone 14, Pixel 7, etc.)
  • OS version
  • App version (found in Profile > About)
  • Screenshots of the issue
  • Steps to reproduce the problem

How to Contact

  1. Go to Profile > Help & Support > Contact Support
  2. Describe your issue in detail
  3. Include the information listed above
  4. Attach screenshots if relevant
  5. Submit

Response Times

  • We aim to respond within 24-48 hours
  • Complex issues may take longer
  • Premium subscribers receive priority support

Emergency Actions

If Nothing Else Works

Complete reset procedure:

  1. Export your data (Profile > Data & Privacy > Export)
  2. Log out of the app
  3. Uninstall the app
  4. Restart your device
  5. Reinstall the app from the app store
  6. Log back in
  7. Restore purchases if Premium

Your data is saved on our servers, so you won't lose anything by reinstalling.

Account Compromised

If you suspect unauthorized access:

  1. Change your password immediately
  2. Check for unfamiliar activity
  3. Review connected accounts (Google/Apple)
  4. Contact support to report the incident
  5. Enable any available security features