# Spark Help Center

**Updated: 9 October 2026.**

Find **step-by-step answers for accounts, messages, calls, privacy, groups, and safety**. Choose a topic from the contents. If these steps do not solve the issue, use [Contact and Support](/contact) to send a clear request.

> **Need urgent safety help?** Block unwanted contact and report the account or content. For immediate danger, contact local emergency services. Spark support does not provide emergency response or guarantee continuous monitoring.

## Getting started and approval

1. Create your account or choose guest access if available.
2. Complete your profile using your own information and accurate age.
3. Submit the application for review.
4. After approval, choose **Continue to Spark**.
5. If the decision looks stale, use the application page's refresh action.

A badge means an application was approved; it is **not a background check or guarantee of identity, age, or conduct**. There is no additional timed setup after approval. Guest and unapproved accounts have limited access to some features.

You must be **13 or older**; under-16s need a parent or legal guardian's consent. If you believe a child's account is ineligible or lacks required consent, contact support with the account reference.

## Sign-in and account recovery

Check that you are using the correct email and password. Use the eye toggle to check what you typed if your surroundings are private. If an email-confirmation step appears, check the relevant inbox and spam folder.

Use **Forgot password** on the sign-in page for recovery. Open the current recovery link and follow the reset steps. If an authenticator is enabled, follow the verification prompt; support should never need your authenticator secret or code.

For persistent failure, include the exact error, approximate time, browser, and device in a support request. **Never forward a recovery link, password, sign-in code, or secret.**

## Account security and shared devices

Open **Settings → Security & Privacy** to review available password, authenticator, notification-preview, and data-export controls.

If you suspect compromise, change the password if you can, secure the associated email account, and contact support. Do not keep using a session you believe another person controls.

On a shared device, sign out and clear Spark's site data when finished. Browser storage can contain drafts and preferences after sign-out. **Copy any draft you need before clearing data.** Ending a session is different from deleting an account.

## Profiles and badges

Edit your profile through the profile screen. Share only information you are comfortable revealing to its audience. Avoid home addresses, school schedules, identity documents, and sensitive details in photos or your biography.

**Approved** means the profile/application was reviewed. **Staff** identifies a staff designation. Neither badge guarantees that a person is trustworthy or that their age/identity has been independently verified.

Stored email, birth date, and location have private-field protections, but information you put in a visible biography or message is still shared. Read [Privacy](/privacy#4-profile-information-and-private-fields) for the distinction.

## Discovery and friend requests

Choose a discovery mode in Settings:

- **For you:** orders eligible profiles using compatibility and permitted learned preferences.
- **Nearby:** emphasizes available approximate distance/location information.
- **Personality:** emphasizes personality answers and related compatibility.
- **Explore:** varies the eligible selection using seeded ordering and learned preferences.

A compatibility score is an estimate. A different mode changes ordering; it does not guarantee a match or certify a person. Use **Shuffle** where shown to refresh Explore's order.

Friend requests and mutual interest determine available connections. If someone is missing, account eligibility, blocks, visibility settings, or the available pool may explain it. Do not create another account to bypass a restriction.

## Messages

Open **Chats** for direct conversations and use the **Groups** chip for group chats. On desktop, the list and open conversation appear side by side. On mobile, a conversation opens in a full-screen view.

Type a message and send it. A send sound indicates a successful app response; **it does not prove the recipient read the message**. Typing and read indicators can depend on privacy settings and active connection state.

For a failed send, check the inline error and your connection before retrying. A draft is local to the browser and may not follow you to another device. Messages are stored by the service and are **not end-to-end encrypted**.

## Replies, editing, and deletion

1. Open the message menu beside a bubble.
2. Choose **Reply** to quote it; select the quote to return to the original.
3. For your own eligible message, choose **Edit** or **Delete**.
4. Confirm deletion when prompted.

Editing/deletion are available within the **one-hour window**. You cannot use this menu to delete another person's message as its sender.

Deleted messages leave a **“This message was deleted”** placeholder. This does not guarantee erasure from storage, attached-file URLs, notifications, backups, or recipient copies. Use a privacy request if you need help with server-held information.

## Voice notes and attachments

Voice notes provide a seek bar and **1×, 1.5×, and 2×** playback speeds. Check device volume and media permission if playback is silent. While recording, watch the timer and use **X** to cancel before sending.

Your browser chooses a supported recording format; different devices may produce different file types. If recording fails, check microphone permission and close another app using the microphone.

Treat attachments with care. **Do not send identity documents, passwords, or intimate content.** Uploaded files may have public URLs, so a forwarded working link can expose the file outside the intended conversation.

## View-once photos and statuses

A view-once photo has a **24-hour expiry** and opening state; groups track opening per member. Once opened/expired, the app may show the unavailable/expired message. Sender-side file cleanup is best-effort.

**View-once cannot stop screenshots, another camera, saved links, or other copies.** It does not guarantee confidential storage.

Statuses last **24 hours in the app**. Choose **friends-only** or **public** before posting. Public means signed-in non-guest members can see the status, including non-friends; only friends can reply. Expiry does not erase every file or external copy.

## Groups and invitations

1. Open **Groups** from Chats.
2. Choose **+** beside the search bar.
3. Use **Discover groups** or **Join with code**.
4. Check the group information before confirming an invitation.

If you see **“This group was not found,”** check the code/link for missing characters and ask an admin for a current invitation. A reset code invalidates the old link.

Admins can manage available privacy/invitation controls in group info. Public/discoverable groups can appear in discovery. Resetting an invitation does not remove existing members, and private group content can still be copied by members.

## Plans, polls, and activities

Use the available group/call tools to propose plans, answer polls, RSVP, and join shared activities. Keep the same community rules in games and screen shares as in messages.

**An RSVP is not a ticket, reservation, or guaranteed attendance.** Confirm important details directly with participants. A calendar export creates an independent copy; later changes in Spark may not update that copy.

For offline plans, involve a trusted adult if you are under 18 and follow the meeting guidance in [Community guidelines](#community-guidelines).

## Calls

Open a conversation and choose the available call action. Audio calling remains in the chat header; on phones, video and group-call actions may be in **Chat options**. Allow microphone/camera access only when you intend to use them.

Open **Settings → Call Devices**, select your microphone, and choose **Test microphone**. Speak and watch the level. This local test does not record/upload audio and ends after 15 seconds, cancellation, or leaving/hiding the page.

**If the other person cannot hear you:**

1. Check the in-call mute control and any desktop microphone control.
2. Confirm the selected microphone in Call Devices.
3. Check the browser's site microphone permission and device mute switch.
4. Close apps using that device and try the local microphone test.
5. Ask the other person to check their output device and speaker mute.

**If you cannot hear the other person:**

1. Tap or click inside the call to allow browser playback.
2. Check device volume, browser/tab mute, and any desktop speaker mute.
3. Check the output device where your browser supports speaker selection.
4. Ask the other person to confirm their microphone and mute state.

Speaker selection is not available on every browser/device, including some iOS browsers. Browser/device restrictions can apply even when a saved preference looks correct.

## Video, screen sharing, and reconnection

For camera problems, check browser camera permission, the selected camera, and whether another app is using it. Turn the camera off/on to retry an ended track.

For connection trouble, keep the call open, check your network, and choose **Retry** if shown. School/work networks, VPNs, firewalls, and weak connections can restrict WebRTC calls. If appropriate, try another permitted network.

Before screen sharing, select the intended screen/window and close sensitive tabs. Other participants may see notifications or private documents within the shared area.

Calls can continue when minimized. **Navigating away is not the same as hanging up.** Use the floating call bar or return to the call to end it, mute, or turn off video. Check the browser's microphone/camera indicator if unsure.

## Group calls and shared screens

Group calls support up to **four participants**. The invite sheet can include friends and people who share a group with you; an invitation is not automatically accepted.

Use **Rejoin** in the group conversation when an eligible active call is available. Select a participant tile to spotlight them; a shared screen can take focus automatically.

If an activity closes when too few participants remain, that is expected lifecycle behavior. If a screen or activity appears out of date, return to the active call and allow it to synchronize. Send support the call time and symptoms if the issue continues.

## Sounds and notifications

**Ringtones, in-app sound effects, browser permissions, and device volume are separate controls.** Test each relevant control instead of assuming one slider controls everything.

In Settings, adjust ringtone volume and sound effects, and use previews where available. A custom ringtone must be uploaded; a temporary local file reference is not a cross-device ringtone.

Desktop message notifications need a supported desktop device/browser and permission. They may be suppressed for the conversation already open. Check browser site notifications, operating-system notifications, Do Not Disturb/Focus, and speaker mute if alerts are missing.

Use **Settings → Security & Privacy → Show message text in notifications** to control message previews where supported. Also review lock-screen previews in your operating system. Another device can have separate permissions.

## Privacy and presence controls

In **Settings → Privacy & Presence**, review the controls available to your account for online status, activity, receipts, distance, discovery visibility, requests, and profile privacy.

**Online**, **Do Not Disturb**, and **Invisible** control presence. **Share My Activity** is separate, so choosing Invisible does not by itself promise all activity is hidden.

Disabling a setting does not erase information already delivered. A blocked person may still hold prior messages or file URLs. For correction, export, deletion, or a question about visibility, read [Privacy](/privacy) or contact support.

## Spotify and music previews

Open **Settings → Connections** to connect, reconnect, or disconnect Spotify. If access expired or was revoked, use the reconnect action.

New connections share listening activity with matched friends by default. Change **“Show listening activity on my profile”** in Privacy & Presence if you want to stop sharing it. Spotify private sessions are not displayed.

A preview may be unavailable for a track or region. A short preview does not require Spotify Premium or change another person's playback. Spotify or an exact matching Apple catalog recording supplies the preview.

Disconnecting removes Spark's connection credentials and cached metadata. Provider permissions and information already copied elsewhere are separate; see [Privacy](/privacy#13-optional-spotify-and-external-media).

## Exporting or deleting your account

For an export, open **Settings → Security & Privacy → Export my account data**. Complete authentication if requested and keep the downloaded file private. If you need information beyond the available export, make a support request.

For deletion:

1. Open Settings and choose **Delete Account**.
2. Review what deletion means before proceeding.
3. Confirm your password or verify your authenticator when needed.
4. Type **DELETE** and confirm.
5. If recent authentication is required, sign in/verify again and retry within five minutes.

Deletion is intended to close the account and remove live account records and owned uploads handled by the deletion service. **Recipient copies, some shared history, backups, and lawful safety/legal records can have separate lifecycles.** Contact support if the action fails or you need a specific erasure request.

## Spark+ subscription and profile appearance

Open **Profile → Upgrade to Spark+**, directly below Logout, to view the shop. Spark+ costs **5 lei per month** when purchases are available. The shop displays a notice while payments are being tested or unavailable. Access appears only after the payment provider confirms a live subscription; a checkout return page alone cannot activate it.

With active Spark+, open Profile's appearance editor to choose colors, layouts, fonts, card styles, frames and effects, or upload an owned photo/GIF banner up to 8 MB. You can preview before saving. Reduced-motion settings stop decorative effects and let you choose when to show an animated banner. Existing free profile controls remain available.

An administrator may also grant Spark+ for a set period or lifetime. These grants have no recurring charge. Your membership page shows its expiry or lifetime status. Newly activated members see **Welcome to Spark+**, with buttons to explore benefits or customize their profile; the welcome screen is acknowledged across devices. An admin grant does not cancel an existing paid subscription.

In a video call, **Enhanced quality** requests up to 1080p at 60 fps. Actual capture information is shown separately and depends on your equipment and connection. Expired access returns calls to standard quality.

Use **Spark+ → Manage subscription** for Stripe's invoices, payment-method controls and cancellation. Canceling at period end stops renewal and retains paid access to the displayed expiry date. For a billing error or refund request, contact support without sending card details. Deleting the Spark account first closes linked recurring billing; retry or contact support if the app reports a provider error.

## Community guidelines

**These rules apply everywhere on Spark**, including profiles, direct/group chats, statuses, attachments, calls, screen shares, polls, invitations, and activities.

- **Respect boundaries.** No harassment, threats, stalking, bullying, hateful attacks, or repeated unwanted contact. Do not bypass a block or ban.
- **No sexual content.** Do not request/share intimate images, sexualize minors, groom, coerce, or solicit sexual contact. There is no adult-mode exception.
- **Use accurate information.** No impersonation, false ages, stolen accounts, scams, spam, or requests for money.
- **Protect privacy.** Do not expose someone else's address, timetable, documents, private messages, or recordings without appropriate permission.
- **Respect rights and devices.** Share only content you may lawfully use; no malicious files, unlawful material, or deliberate service disruption.
- **Keep meetings safe.** Under-18s should involve a parent/trusted adult and never meet someone from Spark alone. Do not share live location with a person you do not trust.

Profanity is not automatically censored, but harmful conduct can still breach the rules. Moderators may issue warnings, restrict features/content, or suspend accounts depending on the facts. See [Terms](/terms) for fuller explanations.

## Reporting, blocking, and appeals

Use **Report** in the conversation menu, select the closest category, and add enough detail to understand the concern. Use **Block** for unwanted contact. For a group, status, call, underage account, or issue outside direct chat, use [support](https://nevetsinc.vercel.app/support).

Include the account/group/message reference, date/time, and a concise description. Do not publish sensitive information or download/forward abusive sexual imagery as evidence. Reporting and blocking serve different purposes; a report does not promise immediate removal.

To appeal, provide your account reference, decision details, and why you believe it was incorrect. **An appeal has no guaranteed outcome.** Privacy complaints and court/regulator remedies remain available where provided by law.

For immediate danger, contact local emergency services. For threats, blackmail, or exploitation, involve a trusted adult or appropriate local authority as relevant.

## Browser issues and missing updates

If a page appears stale, check your connection, reload, and reopen Spark after saving any unsent draft. For a permissions issue, use the browser's site-permission controls rather than only an in-app setting.

If ordinary refresh fails, try a current supported browser or another device. Clearing site data may help a stale session, but **it can remove drafts and remembered settings**; sign-in will be required again.

Do not repeatedly press Send or start multiple calls while waiting for a response. Note the visible error and time so support can investigate. Report account-specific problems without sharing another person's private data.

## Contact support with useful details

Use **[NevetsInc support](https://nevetsinc.vercel.app/support)** and label the request **Spark**. Include:

- **Topic:** account, privacy request, safety report, appeal, calls, messages, or another feature.
- **Environment:** device, operating system, browser, and approximate date/time with time zone.
- **What happened:** expected result, actual result, exact error, and brief steps to reproduce.
- **Reference:** your account or affected group/message reference, with private details redacted.
- **What you tried:** steps already completed from this page.

**Never include passwords, sign-in codes, authenticator secrets, payment details, or unnecessary identity documents.** Support response time depends on the issue and available capacity. Statutory deadlines for valid privacy requests still apply; see [Privacy](/privacy#20-your-privacy-rights-and-response-timing).