Support
Questions, problems, or feedback about Big Screen Soulmates — start here.
Contact us
Email us and we aim to reply within 2 business days. Reports of abuse or safety concerns are prioritised.
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 one live pose selfie using the camera in the phone app — if you start on the website, you'll be shown how to open the app to take it. Submitting it unlocks Discover right away — you don't have to wait for approval. Your selfie is checked by two layers of automated screening, with human review for flagged cases — anything the checks aren't sure about goes to a person on our team for review. That selfie becomes your profile photo. If the first 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 credited back. After your free attempts you can buy an extra verification submission from the app.
Why was my selfie rejected?
The most common reasons: your face wasn't clearly visible, the pose didn't match what was asked, or it looked like a photo of a screen or printed picture. The message you saw after submitting names the likely reason. Good light, your whole face in frame and following the pose usually fixes it — then just try again. Think it's a mistake? Use Report a problem under the message.
Why can't I reply to a message?
Matching and reading messages are free. Sending messages, including replies, is part of Big Screen Plus. Members need Plus to reply, so if a match hasn't written back, it may simply be that she doesn't have Plus.
How do I manage or cancel my subscription?
Big Screen Plus is billed by your app store, not by us. To manage or cancel, open your app store's subscription settings. Refunds are handled by your app store under its own policies. 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 filters in Discover → Filters or Your account → Settings, or turning off verified-only browsing can help surface more people.
Someone is harassing me or looks like a fake profile.
Use Report or Block from their profile or the chat — you can also report a single message from inside a conversation. Match cards offer Unmatch, with an optional block. Reports are private and the other person is never told. See the Safety Center for more.
How do I delete my account and data?
Open Your account → Controls → Delete account, type DELETE, and confirm with Delete permanently. The Delete Your Account page explains the steps and how to request deletion by email if you can't sign in. Deletion is permanent; an unresolved safety report can delay erasure for up to 7 days.
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. After onboarding, 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. If you've moved, open Profile and allow location access: the app detects your country and updates it when the location checks pass — you can't type it in yourself. Still stuck? Email us.
I think someone else is signed in to my account.
Open Your account → Controls → Sign out of all devices, then confirm with 'Yes, sign out everywhere'. This signs you out on every device, including the one you're using; other devices may take up to a minute. 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.
Can I choose which ages appear in Discover?
Yes. Open Filters on Discover (or Settings in Your account) and set an age range from 18 to 99+. Both ways: you see only these ages, and only these ages see you. You must also fit the other member's chosen range to appear for each other. The range is wide open by default. Ages come from the date of birth confirmed at signup, and other members never see your birth date or your filter settings. Changing this range doesn't remove existing likes or matches.
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.