Support

Common problems, and what to do

These are the questions we are asked most. Each one names the screen you need, so you can fix it without waiting for a reply.

I cannot sign in

You sign in with your email address and your password. Choose Forgot password on the sign in screen and we will email you a link to set a new one. There is no longer a text message option, so if you are waiting for one, that is why it has not arrived.

It is asking for a 6 digit code and the code has not arrived

On a phone or computer you have not used before, we email a 6 digit code after your password, so that a stolen password on its own is not enough to get in. The code goes to the email address on your account, not to your phone. Check the junk folder, then use the resend option on the same screen. If it still does not arrive, email us and say which address you are expecting it at.

My event ticket will not add to my phone wallet

Open the ticket itself, from Tickets or from the event, and use the Apple Wallet or Google Wallet button there. Tickets you booked on another account will not appear, so if a ticket is missing, check you are signed in to the account that paid for it. Your ticket works in the app whether or not it adds to the wallet, and hosts scan it at the door either way.

Discover is not showing me the right people

Discover matches on your industry, what you are looking for and how near someone is, so it has very little to work with until those are filled in. Open Profile and look at the profile score, which names exactly what is missing, for example a headline that is too short or no location. A complete profile gets considerably more views.

I have run out of sync requests

Sync requests are the connection requests you send from Discover. Free includes 5 a day, Premium 25, and Elite has no daily limit. The count resets each day, so waiting costs nothing. Messaging the people you have already synced with is unlimited on every plan, including Free.

I am getting too many notifications

Open Settings, then Notification settings, where every type can be turned on or off on its own. You do not have to turn the lot off to stop one of them.

I want to change my plan, or there is a charge I did not expect

Open Billing & plan to change or cancel. Cancelling opens the Stripe billing portal, where the subscription stops at the end of the period you have already paid for. For a specific charge, raise a ticket with the date and the amount and we will look it up.

I sold tickets and the money has not reached me

Paid events pay out through Stripe, which you connect from Settings. Stripe has to approve the account first, with its identity checks passed and charges enabled, and until it does, a paid event cannot publish and no money moves. If Stripe shows the account as ready and a payout still looks stuck, raise a ticket and we will check the account from our side.

Someone is behaving badly, or I want them to leave me alone

Open their profile, or the message thread, and use the block and report option there. Blocking takes effect straight away and they are not told. Reports come to us with the context attached, so you do not need to explain the conversation twice. Anyone you have blocked is listed under Settings, then Blocked, if you want to undo it later.

I want a copy of my data, or my account gone

Both are in Settings. Export your data first if you want a copy, because deleting the account removes your profile and the data that goes with it, and we cannot put it back afterwards. There is a separate page on deleting your account that explains what is removed and what we are required to keep.

The app will not load, or it looks out of date

Close it fully and open it again, which is usually enough after a patchy connection. If it still will not load, check for an update in the App Store or Google Play. Tell us which phone you are on and what you see on the screen, and we can usually tell from that alone whether it is the app or the connection.

Reaching a person

We handle support inside the app, because that way whoever replies can already see your account rather than asking you to describe it.

In app support chat, which is fastest

1. Open GrowthSync and sign in.
2. Go to Billing & plan.
3. Tap Support Chat.

Email, if you cannot open the app

If you cannot sign in or the app will not open at all, email contact@growth-sync.com. We usually reply within 1 to 2 working days. Email from the address on your account if you can, because it saves us a round trip proving the account is yours.

What to tell us so it gets fixed first time

• What you were trying to do, and what happened instead.
• The screen it happened on, and anything the screen said.
• Whether it happens every time, or happened once.
• Your phone or computer, and whether you were on the app or the website.
• For anything about money, the date and the amount.

A screenshot answers most of that in one go. We never need your password, and nobody from GrowthSync will ask you for it.

Pages that may answer it quicker

• Frequently asked questions for how GrowthSync works and who it is for.
• Pricing for what each plan includes and what it costs.
• Safety for verification, blocking, reporting and how we moderate.
• Privacy for what we hold about you and why.
• Contact for anything that is not support, such as press or partnerships.