Question 1

Why have I not got any matches?

Accepted Answer

Getting Matches can take time. Do ensure your profile is the best it can be with great photos and a catchy bio. Try widening your filters, ensure all sections are completed fully and your profile photos

Question 2

Why does the app tell me to widen my filters?

Accepted Answer

The more specific your Search Preferences are the less users you will see. If you see this message you've likely seen all of the users within your filters. 1. Tap on the butterfly icon in the bottom bar

Question 3

I accidentally passed a profile, how can I fix this?

Accepted Answer

We understand how frustrating it can be to feel like you’ve missed your chance with someone special. With Muzz Gold, members can therefore seamlessly change any pass to a like. To change your mind on a

Question 4

A profile has disappeared from my app?

Accepted Answer

If you can no longer see a profile in your Explore or Chat areas, they have likely deactivated their account or blocked you. If your match does reactivate their account, they will reappear. Whilst we understand

Question 5

Why does a timer come up when I try and like someone?

Accepted Answer

To ensure our members consider every profile fully, we limit the number of profiles they can see per 12 hours. After all, this isn’t a game - marriage is serious! If you’d prefer to see unlimited profiles

Question 6

I want to Like someone but it is asking me to pay?

Accepted Answer

We understand how frustrating it can be to feel like you’ve missed your chance with someone special. With Muzz Gold, members can therefore seamlessly change any pass to a like. To unlock this feature,

Question 7

Why was I charged after I activated my free trial?

Accepted Answer

If you have been charged, after activating a free trial, this may be because: Apple/Google only allow customers to activate one free trial per app. Each time a customer tries to activate a free trial,

Question 8

I'm having card issues

Accepted Answer

We’re sorry to hear you have had trouble with your transaction. Please note that Apple/Google handle all payments and subscriptions, and Muzz is regrettably unable to intervene. If you are experiencing

Question 9

Why are my photos not visible?

Accepted Answer

At Muzz, our top priority is to create a safe Halal community for all our members. Therefore, we take extra care to verify and approve each profile so that you can feel confident in the authenticity of

Question 10

Why can I not request a Rematch?

Accepted Answer

Muzz does not permit members to request Rematches with users who have previously declined their Instant Chat.

Question 11

I received a match notification but cannot see any new match?

Accepted Answer

If you have received a match notification but can no longer see this member in your chat list, they have likely deactivated their account or blocked you. If your match does reactivate their account, they

Question 12

How do I unmatch someone?

Accepted Answer

Muzz gives you total control over who you chat with and when. If you’re no longer open to chatting with a particular match, you can unmatch: 1. Tap on the chat icon in the bottom bar 2. Tap your desired

Question 13

Why can't I send a follow-up message when using Instant Chat?

Accepted Answer

At Muzz we believe in the power of great first impressions. We therefore encourage members, sending an Instant Chat to focus on breaking the ice with one message. Once a member accepts your Instant Chat,

Question 14

When I try and buy Gold it says I have already bought it?

Accepted Answer

We apologize for any difficulty you may be experiencing with your subscription. Here are some steps to help you get back on track. 1. Click on the menu icon located in the bottom bar. 2. Select the "Settings"

Question 15

I purchased a Gold subscription but my app hasn’t updated

Accepted Answer

We’re sorry to hear you have had trouble with your membership. Please allow at least 24 hours for your payment to be processed and your Gold subscription to be applied to your account. If your Gold subscription

Question 16

I bought a biannual/annual Gold subscription but was charged the total amount upfront, can Muzz help?

Accepted Answer

If you have faced any problems with your transaction, we apologize for the inconvenience. However, please be aware that Apple/Google manages all payments and subscriptions, and Muzz cannot interfere in

Question 17

I paid for Gold but it isn’t working, can Muzz help?

Accepted Answer

We’re sorry to hear you’re having trouble with your subscription. We recommend taking the following steps to get back on track! 1. Tap on the menu icon in the bottom bar 2. Tap on the “Settings” option

Question 18

I can't pay for Gold membership

Accepted Answer

We’re sorry to hear you have had trouble with your transaction. Please note that Apple/Google handle all payments and subscriptions, and Muzz is regrettably unable to intervene. We therefore recommend

Question 19

I am a Gold member, but I am not getting my free Daily Instant Chat?

Accepted Answer

Muzz gifts every Gold member a free Instant Chat credit every day. Gold members have one day to use this credit before it expires. In addition to their free daily Instant Chat, Gold members can purchase

Question 20

Why am I seeing people outside of all my Search Priorities?

Accepted Answer

Search Priorities - an exclusive Gold feature - enable members to order new profiles religiosity, marital status, profession and more. Once you have set one or more Search Priorities, we will score all

Question 21

How do I unblock someone?

Accepted Answer

We understand how frustrating it can be to feel like you’ve missed your chance. With Muzz Gold, members can therefore seamlessly unblock any member. 1. Tap small profile tiles + heart icon in the bottom

Question 22

How do I delete a chat?

Accepted Answer

Muzz gives you total control over who you chat with and when. If you’re no longer open to chatting with a particular match, we offer two options: Unmatching closes the Chat between you and your match such

Question 23

My match sent me a photo but I can’t see it, what does this mean?

Accepted Answer

Your safety and wellbeing is one of our top priorities. Any time a member sends a picture or gif, we therefore scan it to ensure it is appropriate. If we detect pornography, nudes or other objectionable

Question 24

I was messaging someone but the chat disappeared?

Accepted Answer

If you’re no longer able to see your match, they have likely deactivated their account or blocked you. If your match does reactivate their account, they will reappear in your chat list. Whilst we understand

Question 25

Why can't I make a call?

Accepted Answer

We’re sorry to hear you’re having trouble calling your match. Follow these steps to get you back on track! Ensure you have downloaded the latest version of the Muzz app and enabled microphone/camera access

Question 26

Why does my Muzz app not work on WiFi?

Accepted Answer

Unfortunately, some broadband providers’ parental controls block access to Muzz. Please turn off parental controls for your home broadband or switch to mobile data to use the app.

Question 27

Why is the location on my profile wrong?

Accepted Answer

We will never share any of your personal data. Likewise, we will never show your exact location and only display the nearest, largest town. If you’re having trouble with your location, we suggest the following

Question 28

How do I turn off ads in the app?

Accepted Answer

Looking for an ad-free experience? Upgrade to Muzz Gold today!

Question 29

I'm not getting push notifications?

Accepted Answer

At Muzz we understand how important it is to members to stay up-to-date with their latest messages, matches and more! Here are some helpful tips to get you back on track. 1. Tap on menu icon in the bottom

Question 30

Why have I been blocked from using Muzz?

Accepted Answer

We are wholly committed to building a safe and positive space for the Muzz community.  Every report made by our members is personally investigated by a member of the team and action immediately taken,

Question 31

Why can't I re-access my deleted account?

Accepted Answer

If you have previously deleted your account, you will need to create a new account. For more instructions on how to do this, check out How do I sign up for Muzz?

Troubleshooting

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