Support
Questions, problems, or feedback about Big Screen Soulmates — start here.
Contact us
Email us and we'll reply within 2 business days. Reports of abuse or safety concerns are prioritised and usually actioned within 24 hours.
support@bigscreensoulmates.comBig Screen Soulmates is operated by Birch Bark Incense Inc. To help us answer quickly, include the email address on your account and, for purchase questions, the store receipt or order ID.
Common questions
How does selfie verification work, and why is mine still pending?
You take two live pose selfies, and submitting them unlocks Discover right away — you don't have to wait for approval. Each photo is first screened automatically for explicit or unsafe content, then a person on our team reviews it, usually within 24 hours, and that selfie becomes your profile photo. If the automatic check is unsure (a hidden face, a pose that doesn't match), your photo is hidden from Discover until a moderator decides, but you can keep browsing. If a submission is rejected you can try again — photos turned down by the automatic screen don't use up a free attempt, and any paid submission is refunded. After your free attempts you can buy an extra verification submission from the app.
How do I manage or cancel my subscription?
Big Screen Plus is billed by Apple, not by us. To manage or cancel: Settings › your name › Subscriptions. Refunds are handled by Apple. We never collect card details on the website.
Why am I not seeing many matches?
Matching is based on overlap between your favourite movies and other members'. Adding more titles (up to 15), widening your Discover filters on the Home tab, or turning off verified-only browsing will all surface more people.
Someone is harassing me or looks like a fake profile.
Use Report or Block from their profile, the match card, or the chat — you can also report a single message from inside a conversation. Reports are private and the other person is never told. See the Safety Center for more.
How do I delete my account and data?
You can delete your account and all associated data at any time from the account deletion page, or from the Your account tab inside the app. Deletion is permanent.
I can't sign in, or the app says I'm in the wrong country.
Your device location and network location are checked against your profile country. A mismatch won't block access, but it will pause your profile from appearing in other people's 'same country only' results. Make sure your network connection matches your actual location, allow location permission, and update your profile country if you've moved. Still stuck? Email us.
I think someone else is signed in to my account.
Open the Your account tab and use 'Sign out everywhere'. It ends every active session on your account, including the one you're using, and you'll be asked to sign in again. Change your password right after. Accounts can be signed in on up to three devices at a time.
How does the 'Within 100 km' Discover filter work?
Turn on 'Use precise location' in your profile and we store one approximate coordinate (rounded to about 1 km). You can then switch on 'Within 100 km' in your Discover criteria to see only people inside that radius. We never show distances to anyone, your coordinate is never shared with other members, and members who haven't opted in won't appear while the filter is on. Turning the setting off deletes the coordinate immediately.
More resources
If you are in immediate danger, call your local emergency number (911 in the US and Canada, 999 in the UK, 112 in the EU) before contacting us.