Support

• Make sure you are using your login name, which is different from the public username on your profile. Login names are 3–20 characters: letters, numbers and “_”.
• Passwords are case-sensitive. Watch out for auto-capitalisation and input modes.
• After repeated failures, sign-in is paused for a while for your security. Wait and try again later.
• Update the app to the latest version and check your internet connection.

The Operator has restricted your account, for example because of a breach of the Community Rules. You can see the measure in the app and appeal it from there.

A deletion has been requested. During the 7-day grace period you can undo it with “Cancel deletion” on the screen shown.

1. On the log-in screen choose “Forgot your password? Use your recovery code”.
2. Enter your login name, your recovery code and a new password (at least 10 characters).
3. A new recovery code is shown. Save it: the old one no longer works.

Check the login-details image you saved when you created your account (for example in your photo library). If you can still sign in, create a new recovery code under Settings > Account & login.

There is no e-mail or phone verification, so if both your password and recovery code are lost, the account cannot be recovered. Please create a new account. To have the old account deleted, see Request Account Deletion.

Choose “Log in” on the new phone and enter your login name and password. Your data is stored on our servers, so everything carries over.

Under Settings > Account & login, check your signed-in devices and sign out any you don't recognise. Then change your password straight away and use “Log out of all devices”.

• Allow KinTomo to use your location in your phone's settings (iPhone: Settings > Privacy & Security > Location Services > KinTomo; Android: Settings > Apps > KinTomo > Permissions > Location).
• Nearby works inside Japan.
• If there is nobody to show nearby, widen the distance or try searching by prefecture.

Location can't be updated many times in a short period. Try again later, or pick a prefecture and city manually under Settings > Location.

No. It is rounded to about 550 m before storage, and others only see a range such as “within 5 km” or a place name.

• There is a daily limit (5 a day for your first 7 days, then 20).
• First messages can't contain contact details such as e-mail addresses, phone numbers or links.
• The same text can't be sent to many people.
• Depending on the other person's settings or situation, a request may not be possible (“You can't message this person.”).

Once they accept, you can chat. Until then you can't send more messages. If they decline, you won't be notified.

Under Requests in the Messages tab. You can accept, decline, block or report. Declining is never notified.

• Images up to 10 MB (JPEG, PNG or WebP) can be sent. Larger images are rejected.
• You can have up to 9 profile photos.
• There is a daily limit on how much media you can send. If you reach it, try again the next day.
• Try again with a better connection.

• Voice messages can be up to 60 seconds long.
• Allow KinTomo to use the microphone in your phone's settings.
• Photos and voice messages can be sent once the other person has accepted your request.

Video messages aren't available yet. They are planned for a later release.

• Allow notifications for KinTomo in your phone's settings.
• In the app, check Settings > Notifications to make sure each type is on.
• No notifications arrive during your quiet hours.
• Low-power mode or Android battery optimisation can delay notifications.

Choose Block from the menu on their profile or in the conversation. You will no longer see each other in Discover, Visitors or Favorites, and messages stop. Unblock under Settings > Blocked users.

Choose Report on their profile, or Report user from the menu in the conversation, pick a reason and send. Individual messages, photos and audio can be reported too. The other person is never told. See Safety for more.

If your bio or display name seems to contain contact details or social-media IDs, your profile is published only after our staff review it.

Your date of birth can't be changed after sign-up. If it is wrong, please contact support in the app (Settings > Help and safety tips > Contact support).

Turn off “Show me in Discover” in Settings > Privacy. See the Privacy Policy for the other visibility settings.

In the app go to Settings > Delete account. If you can't do it yourself, see the Request Account Deletion page. Your data is deleted 7 days after the request.

Contact support in the app (Settings > Help and safety tips > Contact support), mention “Bug” and include your phone model, OS version, app version (Settings > About & licences), what happened and the steps that led to it.

Please use the in-app Report feature first. If you can't, or want to talk to us, contact support in the app (Settings > Help and safety tips > Contact support).

If you feel you are in danger, call the police on 110 right away.

For anything about child safety (child sexual exploitation, use by people under 18 and so on), the Child Safety Standards explain how to report and whom to contact.