Welcome to the DuoMatch Support Center! We’re here to help you get the most out of your gaming experience. Find answers to common questions or contact our support team directly.
🚀 Quick Start Guide
New to DuoMatch?
- Download: Get the app from App Store or Google Play
- Sign Up: Create your account in under 2 minutes
- Tutorial: Complete the interactive tutorial for bonus rewards
- First Game: Jump into a quick match to start playing!
Having Trouble?
- Check our FAQ section below for instant answers
- Use the Contact Form at the bottom of this page
- Email us directly at info@duomatch.app
- Response time: Usually within 24 hours
❓ Frequently Asked Questions
🔧 Account & Technical Issues
“I can’t log into my account”
Solutions:
- Password Reset: Use “Forgot Password” on login screen
- Check Email: Look for reset email in spam folder
- Account Recovery: Contact us with your username
- Social Login: Try logging in with Google/Facebook if you used that originally
“The app keeps crashing”
Troubleshooting Steps:
- Update App: Ensure you have the latest version
- Restart Device: Close app completely and restart your phone
- Clear Cache:
- Android: Settings > Apps > DuoMatch > Storage > Clear Cache
- iOS: Delete and reinstall the app
- Check Internet: Ensure stable internet connection
- Contact Support: If issues persist, send us your device model
“My progress/gems disappeared”
What to do:
- Check Internet: Ensure you’re connected and data synced
- Logout/Login: Sometimes fixes sync issues
- Wait 10 minutes: Server sync can take time
- Contact Support: We can restore your progress from backups
“Game is running slowly”
Performance Tips:
- Close Background Apps: Free up device memory
- Check Internet Speed: Minimum 1 Mbps recommended
- Update Device: Ensure OS is up to date
- Restart Router: For WiFi connection issues
- Lower Graphics: Try switching to performance mode in settings
🎮 Gameplay Questions
“How does the ranking system work?”
ELO Rating System:
- Start at 1200 rating in each game
- Win = gain points, Lose = lose points
- Points gained/lost depend on opponent’s rating
- Higher rated opponents = more points for winning
- Ratings reset monthly with rewards for top players
“I think my opponent was cheating”
Report Process:
- During Game: Use report button in game menu
- After Game: Report from match history
- Evidence: Screenshots help but aren’t required
- Investigation: Our team reviews all reports
- Action: Confirmed cheaters are permanently banned
“Can I play offline?”
Offline Features:
- Practice modes for some games (Sudoku, 2048)
- Tutorial can be replayed offline
- Settings and profile customization
- Note: Multiplayer requires internet connection
“How do I add friends?”
Friend System:
- Search Username: Find players by exact username
- Invite Code: Share your unique invite code
- After Games: Add recent opponents
- QR Code: Scan friend’s QR code from their profile
- Social Media: Connect Facebook/Google accounts
💎 In-App Purchases & Premium
“I made a purchase but didn’t receive my items”
Purchase Issues:
- Wait 5 Minutes: Purchases can take time to process
- Restart App: Close and reopen DuoMatch
- Check Receipt: Find purchase confirmation email
- Contact Support: Send us your receipt/order ID
- Platform Refunds: Contact Apple/Google for refund requests
“How do I cancel my premium subscription?”
Subscription Management:
- iOS: Settings > Apple ID > Subscriptions > DuoMatch
- Android: Google Play > Subscriptions > DuoMatch
- Note: Cancel at least 24 hours before renewal
- Refunds: Contact Apple/Google directly for refund requests
“What payment methods do you accept?”
Payment Options:
- Credit/Debit Cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay (iOS)
- Google Pay (Android)
- Gift Cards (iTunes, Google Play)
- Local payment methods (varies by country)
👥 Social & Safety
“Someone is harassing me”
Safety Features:
- Block User: Immediately blocks all communication
- Report Player: Use in-game report system
- Screenshot: Save evidence if needed
- Contact Support: For serious harassment cases
- Parental Controls: Available for accounts under 18
“How do I change my username?”
Username Changes:
- Free Change: One free change per account
- Premium Feature: Additional changes for premium users
- Contact Support: For special circumstances
- Note: Choose carefully – limited changes available
“Can I delete my account?”
Account Deletion:
- Temporary: Use account settings to deactivate
- Permanent: Contact support for complete deletion
- Data Removal: We delete all personal data within 30 days
- No Recovery: Permanent deletion cannot be undone
- Alternative: Consider temporary deactivation first
🌍 International & Language
“Can I change the app language?”
Language Options:
- Settings > Language > Select preferred language
- Currently supported: English, Turkish, Spanish, French, German
- More languages coming soon!
- Game content adapts to selected language
“I’m having connection issues from my country”
International Support:
- Server Status: Check duomatch.app/status
- VPN: Try disabling VPN if you’re using one
- ISP Issues: Some ISPs may have routing problems
- Regional Servers: We’re expanding server coverage
- Contact Support: Let us know your location for better assistance
🛠️ Troubleshooting by Device
📱 iOS Devices
Common Solutions:
- Update to iOS 12 or later
- Ensure 2GB free storage space
- Close background apps
- Reset network settings if connection issues
- Force restart: Hold power + volume down for 10 seconds
🤖 Android Devices
Common Solutions:
- Android 7.0 or later required
- Clear app cache regularly
- Check for system updates
- Disable battery optimization for DuoMatch
- Try different DNS servers (8.8.8.8, 1.1.1.1)
💻 Web Version (Coming Soon)
Browser Requirements:
- Chrome 80+, Firefox 75+, Safari 13+, Edge 80+
- JavaScript enabled
- Stable internet connection
- Ad blockers may interfere with some features
💰 Billing & Refunds
Refund Policy
- App Store Purchases: Handled by Apple – contact Apple Support
- Google Play Purchases: Handled by Google – use Google Play refund process
- Accidental Purchases: Contact us within 48 hours
- Technical Issues: We’ll help resolve or assist with refunds
- Subscription Cancellation: Must be done through your platform
Price Changes
- Prices may vary by region and currency
- Premium subscriptions locked at purchase price until renewal
- Sale prices are temporary promotional offers
- Student discounts available in select regions
🏆 Competitive Play
Tournaments
- Entry: Free tournaments and premium entry tournaments
- Prizes: Gems, premium features, exclusive titles
- Fair Play: Strict anti-cheat measures
- Scheduling: Multiple time zones accommodated
- Rules: Standard international rules for each game
Leaderboards
- Monthly Reset: Rankings reset first day of each month
- Rewards: Top players receive exclusive rewards
- Categories: Separate leaderboards for each game
- Global/Regional: Choose your preferred competition level
📞 Contact Support
📧 Email Support
Primary Contact: info@duomatch.appWhen contacting us, please include:
- Your username
- Device type and OS version
- Description of the issue
- Screenshots (if applicable)
- Steps to reproduce the problem
Response Times:
- General inquiries: 24-48 hours
- Technical issues: 12-24 hours
- Billing issues: 24 hours
- Safety/harassment reports: 6-12 hours
📝 Contact Form
Use this form for quick support requests:
Subject: (Please select one)[ ] Technical Issue
[ ] Account Problem
[ ] Billing Question
[ ] Report Player
[ ] Feature Request
[ ] Bug Report
[ ] General Question
Device Information: (Helpful for technical issues)
- [ ] iPhone
- [ ] iPad
- [ ] Android Phone
- [ ] Android Tablet
- [ ] Other:
Priority:
- [ ] Low – General question
- [ ] Medium – Issue affecting gameplay
- [ ] High – Cannot play/access account
- [ ] Urgent – Safety/harassment issue
📚 Additional Resources
Game Guides
- How to Play – Complete Guide
- Strategy Tips for Each Game
- Video Tutorials
- Community Forums
Community
- Discord Server: discord.gg/duomatch
- Facebook Group: facebook.com/groups/duomatch
- Reddit Community: reddit.com/r/duomatch
- YouTube Channel: youtube.com/duomatchgames
Developer Blog
- Latest Updates
- Feature Announcements
- Development Roadmap
- Community Spotlights
🔐 Privacy & Security
Account Security
- Use strong, unique passwords
- Enable two-factor authentication (coming soon)
- Don’t share account credentials
- Log out from shared devices
- Report suspicious activity immediately
Data Protection
- We follow GDPR and international privacy laws
- Personal data is encrypted and secure
- You can request your data or deletion anytime
- We never sell personal information
- Read our full Privacy Policy
🌟 Premium Support
Priority Support for Premium Users
- Faster Response: 6-12 hour response time
- Direct Line: premium@duomatch.app
- Phone Support: Coming soon for premium users
- Beta Access: Early access to new features
- Dedicated Account Manager: For high-tier subscribers
⚡ Status Page
Check Service Status: duomatch.app/statusCurrent Status:
- ✅ Game Servers: Operational
- ✅ User Accounts: Operational
- ✅ Payments: Operational
- ✅ Chat System: Operational
Scheduled Maintenance:
- Weekly maintenance: Sundays 2-4 AM UTC
- Major updates: Announced 48 hours in advance
Still need help? Don’t hesitate to reach out to us at info@duomatch.app. Our friendly support team is here to ensure you have the best possible gaming experience!
