Muddy Matches Country Dating App - Help
First and foremost, the Muddy Matches country dating app is designed to be a fun, and safe place on which to discover and date like-minded rural singles. We have been inspiring love in the countryside for well over 17 years now.
With this in mind, you can expect a trusted level of reassurance, know-how and personal touch in our approach to customer care.
For specific app-related help, see below.
Joining
How old do you have to be to use the Muddy Matches app?
Whilst rated 17+ years in-app stores, you must be aged 18 or older to use the Muddy Matches app, and date with us. Any profiles identified as under 18 will be rejected. There is no upper age limit.
Can I use my web version login details to access the app?
Yes. The same login details (email and password) can be used to access both the app and website. All app activity can be viewed via the website, including favourites, profile details/updates, mutual matches, messaging, blocked profiles and account management.
Please note, some website features such as ’wink’, advanced search, saved searches, dating advice blog, success stories and visits lists are not yet displayed in the app.
I signed up with the wrong details
You can update your display name, date of birth, postcode, gender/seeking, mobile phone number, bio copy, and main profile photo within the app. Access the home menu icon (top left) and click on your profile photo to edit the details. Any changes will be submitted for review before they are published.
It is not possible to update the email address you have registered with us within the app. This can be managed by contacting customer care directly.
Why have I received a verification code?
From time to time, we may ask you to confirm your identity by way of a 6-digit verification code sent out via email, or by SMS to the mobile telephone number supplied when joining. It is a random selection, and part of our ongoing efforts to ensure the wellbeing of the muddy community.
It says my email address is already in use.
The app will detect email addresses that are already associated with active Muddy Matches profiles registered with us. For reasons of account security and management, it is not possible to use the same email address across multiple accounts.
You can request a password reset using the link on the login screen. Alternatively, contact us by email and we can explore reasons as to why this is occurring.
My email is being used on Muddy Matches, but not by me!
If you believe your email address has been used to join Muddy Matches without your permission, please contact Customer Care. We recommend following the password reset instructions on the app home screen. For additional security, consider changing the password on your email account too.
I forgot my password.
It happens. if you have forgotten your password, you can access the app by: clicking Sign In, type your email address, and click by ‘Forgotten your Password’. This will send a 6-digit one time login code to the email address you supplied when signing up. Enter this code on the app, where prompted to gain access.
How do I reset my password?
You cannot reset your password within the app. To fully reset your password, contact our customer care team by email.
My Profile
Will you show my full name, email, postcode, and date of birth on my profile?
No, we will only ever display your first name (screen name), your age and general location on your dating profile. All additional personal data is collected on registration to aid with the management of your account should any issues arise.
How long should my brief summary be on my profile.
The app can support copy that is min 50 characters through to 150 characters, including spaces. Emojis (counted as 3 characters) can be used.
I have skipped the main description in the set up. What happens now?
By clicking ‘I’ll do this later’, your profile will not be submitted for approval to our customer care team. You will have restricted access to features and functions and any actions you carry out, such as sending messages and favouriting people, will not be completed until you are approved. You will also not appear in search results for other singles to discover you.
My profile photo will not upload (it just keeps buffering).
The Muddy Matches app has been designed to best suit photos taken using smartphone cameras, and accessed through the smartphone’s photo galleries. With this in mind, photo sizes should not exceed 8mb and acceptable sizes are (2000px (square). If the problem continues, please try an alternative photograph from your smartphone’s gallery.
How many interests and hobbies can I select to display on my profile?
There are over 160 different interests and hobbies to select from. We recommend you click to add a minimum of 6, and a maximum of 20 that best represent you.
I didn’t write the headline copy showing on my profile. Why is it showing?
The app is set up to automatically create you an intro to your profile, using features you added when setting up your profile. You can easily change this by editing your profile. Click on your profile photo (left hand menu) and go to screen 6/10.
How do I hide my profile?
If you feel you would like to take a break from online dating, but don’t wish to permanently delete your account, hiding your profile is the simplest option. This can be done on the website. This action cannot be done in-app.
Note, you will be unable to use any features or functions, including search or messaging, whilst your profile is hidden.
Profile Vetting
Why isn’t profile approval instant like on other dating apps?
At Muddy Matches, we pride ourselves on manually reviewing all profiles, text, and photos with human eyes before they are fully published for others to see and search. This is a quality check for the benefit, wellbeing and safety of the whole muddy community.
How long does approval of my profile take?
As long as all elements of your profile are fully complete, approval can take up to 72 hours, although we aim for much quicker than this.
Why has my profile/photo been rejected?
There are a various reasons why your dating profile or main photo has been rejected by us. We have a number of standards and values which we check and challenge every profile bio and main photo against. You will be notified of any reasons within the app, and be asked to make the necessary fixes.
It says My Profile is currently restricted and any actions will not be completed. Why?
You received this alert because your profile has not yet been submitted for approval. This can be as a result of several factors, including incomplete profile fields, or photo upload. The notification will advise of the issue that needs fixing.
I have an approved web profile, but my app profile has alerts on it. Why?
In order to display your profile within the app, we require completion of different profile features. This includes; uploading an approved main photo, and editing of summary copy (min 50 characters). We would also encourage you to review your interests.
Exploring Singles
There’s no one left in my search to flick left or right on?
Plenty of new, fresh faces join us daily. We suggest adjusting your age criteria using the app’s filters, and regularly checking back into the app to see who’s new.
I flicked left when I should have flicked right to favourite someone. Can I change my mind?
Of course. Profiles you have previously flicked left on to ignore (skip), can be accessed, for free, within the app. Click on the home menu (top left) to access your ‘Ignored’ list. Click x to add them back into your search and then click to Explore singles again.
How do I change the search radius I want to discover singles in?
It is not possible to adjust the mileage in which you can search. Experience tells us that love in the countryside knows no boundaries. You can adjust your age criteria by using the settings filter (top right).
My Saved Searches are not appearing?
Saved Search and Advanced Search are website only features that are not currently displayed in the app.
I’m not at home. How do I change my location to search for singles near me?
As search results distances cannot be set, currently, it is not possible to change your location/postcode via the app. Distances are set from your home postcode, and displayed accordingly.
Messaging
How do I message someone in my favourites list.
It is easy and quick to message someone in your favourites list. Click on their profile thumbnail and, on display of their full screen profile, enable messaging by using the green speech bubble icon (bottom right).
Do I need to mutually match with someone to message them?
No. Unlike other dating apps, you do not need to mutually match with another single in order to be able to message them. You can message anyone who catches your eye.
How do I know if my messages are being sent, or read?
Messaging on the app is real time, like other chat services out there. One grey tick above your message indicates it has been sent successfully. Two green ticks indicate it has been read. You will also be notified by email when your message is opened.
How do I know if someone replies to messages I sent?
You will receive an in-app notification that someone has messaged you. Click on the home icon (top left) and a dot will show by your Messages inbox. The sender will be identified by an envelope icon on their profile. An email is also sent to advise you.
How do I send a photo by message to another member.
In the spirit of courtesy and decency, it is not possible to send photos or attach files to messages via the app’s messaging system. Only photos approved for use on your profile will ever be displayed.
Why am I getting favourites and messages from people outside of my selected age range?
Age is a two way thing. Whilst your search results are set to show only singles who match the age range you define in the app settings, your profile will appear in the search results of others, when age appropriate to their settings.
Why do I have to subscribe to message someone?
The opportunity to message other singles is a subscriber benefit. We believe a small charge for this benefit encourages more meaningful, considered connections , and better quality conversations longer term. People put more time and effort into something that has a value to them, compared to something that it is free.
In-app subscriptions are £9.99 for 7 days unlimited messaging.and are purchased exclusively through the app store on a 7 day auto renewal basis.
Subscriptions/In-app purchases
How do I subscribe (make a payment)?
In-app subscriptions are purchased/billed using your existing account on the app store on your smartphone. Payment is taken using your login credentials for the relevant app store on your smartphone.
Your purchase will be added to your smartphone’s airtime bill or taken off your credit allowance.
For in-app purchases, Muddy Matches are unable to take payment directly, either by debit/credit card or any other means.
How do I get a refund on my in-app purchase of a subscription.
Generally, charges for in-app purchases are non-refundable, once the app has been used. This also applies to partially used periods. However, under some circumstances, a partial refund on first time, and upgrade subscriptions purchased in-app may be refundable after a review of usage, at the discretion of the operator.
For Apple/I0S users
Muddy Matches cannot issue refunds for transactions processed by Apple, under their own terms and conditions. We advise you contact Apple via your iTunes account should you wish to pursue a refund.
For Android users
If your subscription payment was taken in the Google Play store, please contact customercare@muddymatches.co.uk who will review your request for a refund, in line with our terms and conditions of usage.
Service charges may occur.
Any refund request must be made within 14 days of the transaction date, and there must be no evidence of the app having been used for its core purpose; searching, messaging, matching or favouriting.
Why have I been charged for another week?
All Muddy Matches subscriptions are sold on an automatic renewal basis. For our special in-app 7 day access, £9.99 will be billed weekly to your account until such time you switch it off.
Should you wish to cancel the auto renewal, you will need to do so via the app store settings on which you made the initial purchase. Muddy Matches are unable to cancel your auto renewal on your behalf as the management of it is independent of us.
Can I get a refund on a subscription that automatically renewed?
No. Automatic renewal subscriptions do not quality for refund review.
Can I purchase a subscription longer than 7 days via the app?
No. The app is set up with the option of purchasing a special app offer of 7 days unlimited messaging for £9.99.
Can I get a free trial?
As we allow singles to join, search and favourite for free, without any daily caps, we do not offer free trials. It is already possible to get a feel for country dating with us as a free member.
Your wellbeing
How do I block someone from seeing my profile on the app?
When you see someone you wish to block, click ‘Problem with this profile?’ at the bottom of the profile screen. This will unlock a number of options for you, including blocking that profile from seeing, messaging or favouriting you.
Anyone who choose to block will remain blocked until you take the decision to unblock them.
How do I report a profile, or raise a concern?
We want you to date on the app with comfort and confidence. Should you feel uncomfortable, you can discretely report a profile by clicking ‘Problem with this profile?’ at the bottom of the profile screen. You will be presented with a number of options, including submitting a concern report to us by way of online form.
For the safety and wellbeing of the muddy community, we take all concern reports seriously, and treat each with utmost discretion and priority until resolution.
How do I turn on/off in-app notifications, and email communication.
You can manage the communications you receive from us via the web version of Muddy Matches.
Contacting us
I have a different question. How can I get in contact?
Our lovely customer care team can be contacted (9am-5pm) by email: customercare@muddymatches.co.uk
Managing my Account
How do I permanently delete my account?
You can permanently delete your account within the app.
Tap here to permanently delete your account.
What happens to my data, and profile, when I permanently delete my account?
On cancellation of your membership and deletion of your account, you will cease to be a Member. Your profile will no longer be visible to other members and you will no longer be able to log in. Any messages that you have sent or any other member interactions (including favourites and winks) will no longer be visible to the recipient.
Your email address is depersonalised and is immediately unsubscribed from any mailing lists.
It is not possible to reactivate a profile or account once it has been flagged for deletion.
After 6 months all personal data apart from first name, last name and mobile number are permanently deleted.
After 36 months remaining personal data is permanently deleted.
Your first name, last name and mobile number are retained for 3 years as part of our commitment to support authorities, should any queries or concern reports arise after your deletion is actioned. It is security protected on our database, and only able to be accessed by administrative personnel for this purpose alone.
We may from time to time receive requests for information about Members on our services, from the police and other authorities (such as, Her Majesty's Revenue and Customs, social services and other local and central government bodies).
We will always consider such requests carefully, recognising that we have an obligation not to pass on your information without a lawful justification. Where appropriate, we may ask the authority in question to seek a court order.
Is my profile, and data, deleted when I delete the app from my phone?
No. Your profile, and the data within it, remains active and accessible until you take the decision to delete your account with us. See above on how to do so.
