Frequently Asked Questions.

Swiping

One of the main components of Ark is swiping on people's profiles. How you swipe will determine what happens next between you.

Swiping Up

If you like someone's profile, then swipe up on them! You can do this either by sliding your finger up on their photo, or by pressing on the heart icon while viewing their bio. If you are the first person to swipe between the two of you, then nothing will happen. You will just have to wait and see if the feeling is mutual. However, if the person you swiped up on has already swiped up on you, then you will match!

Swiping Down

If you don't like someone's profile, then swipe down on them. You can do this either by sliding your finger down on their photo, or by pressing on the "X" icon while viewing their bio. We do not notify someone that you swiped down on them, so you don't have to feel bad. You can reset your down swipes at any time and review these profiles if you are interested in giving them a second look.

Send a Message with a Swipe Up

With a normal swipe up, the person you swiped on will not know that you liked them unless you match. However, you can send a message with a swipe up, and your potential match will be able to see that message before they swipe on your profile!

To send a message with a swipe up:

1. Tap on the person's main profile photo to pull up their bio.
2. Long-press (tap and hold) on one of the bio details or photos that you find to be interesting. This will bring up the option to add a message with your like.
3. Type out what you want to say.
4. Tap "Send Like"

Undoing a Swipe

If you accidentally swiped the wrong direction on a profile then don't worry! You can undo your swipe! In the top right-hand corner you will see a circular back arrow. Just tap on that, view a brief ad, and the profile you just swiped on will come back!

Matching

If you swipe up on a person's profile and they do the same on your profile, then it's a match! To get started, tap the chat bubble icon on the bottom menu to navigate to your Chat screen. Your Chat screen is where all of your matches are located!

New Matches

At the top of the Chat screen you will see a "New Matches" section. Every new match will go here. They will stay in this section until someone makes the first move and sends a message. If nobody sends a message within 7 days, then the match will expire! Be sure to send a message to any match that you don't want to disappear!

Current Matches

Below the "New Matches" section you will see all of your current matches. If you slide your finger to the left on a match you will see three options:

• Report: If your match has violated our Community Standards or Terms of Service in any way, then please report them so that we can investigate!
• Unmatch: If you find that you just aren't connecting with your match the way you'd hope, then you can unmatch them to end the match.
• Favorite: If you really like a match and you want it to be easily accessible, then you can favorite it to pin it to the top of your matches.

Archived Matches

If no messages are exchanged with a current match for 30 days, then the match will move to your Archived section (the little box icon in the top right of your Chat screen). If you go to your Archived section you can send an archived match a message to revive the match!

Messaging

To send a message simply tap on the desired profile from your Chat screen and you'll be taken to the messaging section of the app. You are not limited on how many messages you can send. You can also send GIFs using GIPHY. Ark does not support sending photos at this time. However, if you are a Ark Premium subscriber, then you can video chat and see read receipts!

Deleting your account within the Ark app

1. Go to the Account section (person icon on the bottom right of the tab bar)
2. Tap “Settings”
3. Tap “Delete My Account”
4. Select your reason for deleting your account
5. Tap "Delete Account"
6. Confirm by tapping "Delete My Account" again

What Deleting your Account Does

Deleting your Ark account will purge your account data and remove your account from circulation on the app.

What Deleting your Account Does NOT Do

Deleting your Ark account will not cancel your Ark subscription!

What Deleting the App Does

Deleting the Ark app will remove Ark from your device. Ark will no longer track your location, and all cached data will be purged.

What Deleting the App Does NOT Do

Deleting the Ark app will not delete your account, nor will it cancel your Ark Premium subscription!

A match will last forever (moving to your archived section if you stop talking) so long as neither party ends the match. However, a match can disappear for a few different reasons.

If one or more of your matches have disappeared, then one of the following things has occurred:

1. The person you matched with deliberately unmatched with you.
2. The person you matched with accidentally unmatched with you.
3. The person you matched with deleted their account .
4. You accidentally unmatched with them.
5. You have signed into the wrong Ark account.
   1. Each login method (Phone Number, or Apple) will create a unique account. It is not uncommon for people to create a second account by mistake.
   2. If you think that you may be signed into the wrong Ark account, go to Account>Settings>Log Out to return to the login screen. From there you can try different logins to see if you can find the correct account.

*Please note that an unmatch is irreversible, even if it was accidental.

If you just created a new Ark account, and you can't see anyone to swipe on, then there is probably an issue with your location settings on your phone. The Ark app requires your location in order to determine who you can see within the app. If Ark is not allowed to use your location, then you will not see anyone, and they will not see you! Please make sure that your location is turned on, and then allow "Ark" to use your location while using the app. You may need to restart your phone as well to ensure Ark will use your location.

To turn on location services on an iPhone:

1. Go to your iPhone's Settings app
2. Tap "Privacy"
3. Tap "Location Services"
4. Make sure that Location Services is on
5. Scroll down and you should see Ark listed
6. Tap Ark and select one of these two options:
   1. "While Using the App": Allows access to Location Services only when the app or one of its features is visible on screen.
   2. "Always": Allows access to your location even when the app is in the background.
7. Restart your phone then open Ark.

For more information on iPhone location services go here.

To turn on location services on an Android phone:

1. Swipe down from the top of the screen.
2. Touch and hold Location

1. 1. If you don't find Location: Tap Edit or Settings. Then drag Location into your Quick Settings.
2. Tap App location permissions.
3. Under "Allowed all the time," “Allowed only while in use,” and “Not allowed,” find the Ark App.
4. To change the app's permissions, tap it. Then, select one of these two options:
   1. "Allowed only while in use": Allows access to Location Services only when the app or one of its features is visible on screen.
   2. "Allowed all the time": Allows access to your location even when the app is in the background.
5. Restart your phone then open Ark

For more information on Android location services go here.

Currently, there are three ways to purchase an Ark Premium subscription, and so there are three ways to request a refund for an Ark Premium subscription. You can purchase a subscription via Apple's App Store, Google's Play Store, and Ark's own website. We will go over how to request a refund all three types of subscriptions in this article.

Apple

To request a refund for a subscription purchased from Apple's App Store:

1. Launch the Mail app from your iPhone's home screen or log in to your email on your computer.
2. Search "Your receipt from Apple" to find your digital receipt for your Ark purchase and tap on the email of the purchase you want to be refunded.
3. Tap "Report a Problem" next to the purchase you want to report. You will be redirected to Apple's problem reports page.
4. Enter your Apple ID and password when prompted.
5. Tap "Choose Problem" and select a problem from the menu.
6. Enter details of your problem, then tap "Submit."

For more information on how to request a refund visit this Apple support page. Please note that Ark does not handle Apple subscription refunds because Ark purchases are made directly through the App Store. Apple has all of your actual payment information on their end, and we do not store any funds on our end. Apple must perform this refund for you.

Android

To request a refund for a subscription purchased from Google's PlayStore:

1. Go here to view your Google account.
2. Scroll down to “Order History” and find the Ark purchase you want to refund.
3. To the right of the order, select More.
4. Select "Request a refund" or "Report a problem" and choose the option that describes your situation.
5. Complete the form and note that you would like a refund.
6. You will see a message saying "thank you for sharing your concerns." You'll then get an email with your refund decision. You’ll usually get this within 15 minutes, but it can take up to two business days.

For more information on how to request a refund visit this Google support page. Please note that Ark does not handle Google subscription refunds because Ark purchases are made directly through the Play Store. Google has all of your actual payment information on their end, and we do not store any funds on our end. Google must perform this refund for you.

Ark Website

As stated on our website, "Refunds will not be issued for purchases made during a promotional time-period or for subscriptions renewals." However, some exceptions may apply. Please contact us at support@ark.app to see if your subscription is eligible for a refund.