If something isn't working, isn't clear, or just doesn't feel right, we'd rather hear from you than not. This page is the short answer to most things, and a way to reach a real person for everything else.
Reach us
Email is the fastest way: support@ugoigoapp.com. We read every message ourselves. We aim to reply within one business day, often sooner.
When you write in, it helps to include:
- The email address tied to your account.
- A short description of what happened and what you expected instead.
- A screenshot if you have one — even a partial one helps.
Common questions
I forgot my password.
On the sign-in screen, tap "Forgot password?" and enter your email. You'll get a reset link from us within a minute or two — check the spam folder if it doesn't show up. The link opens UGOIGO and walks you through setting a new one. If you signed in with Apple, you don't have a UGOIGO password — manage that login from your Apple ID settings.
How do I change the email on my account?
Open Settings → Account → Change email, enter the new address, and confirm. We send a verification link to the new address; the change takes effect the moment you tap that link. The old address keeps working until then, so nothing gets lost in the switch.
I can't sign up — it says I'm not old enough.
UGOIGO requires you to be 18 or older. The date of birth you enter during onboarding is checked against this — if it's off by a day, re-enter it and try again. We don't create accounts for anyone under 18.
Why can't I message someone?
Every message on UGOIGO requires mutual consent. You can only DM someone after they've approved your interest, or after you've approved theirs. This is deliberate — it's the single most important thing that keeps the app feeling like a calm place. If you've shown interest and are waiting, the other person hasn't responded yet.
What's a Tonight ping?
A Tonight ping is a 12-hour broadcast for solo travelers already in the same city. You pick a vibe and a time window — "ramen in Asakusa, 8pm" — and other solo travelers nearby can see it and reach out. Tonight pings expire automatically, so the surface always feels live.
What is Safe Mode?
Safe Mode is an optional setting that limits who can see your profile and trips to people of the same gender. You can turn it on or off any time from Settings. It exists for travelers who want an extra layer of discretion.
How does photo verification work?
Photo verification is a brief on-device ceremony — blink, then smile — powered by Apple's Vision framework. It confirms a real human is in front of a real front-facing camera, not a downloaded image. The check runs entirely on your device; we don't keep the frames. If you change your profile photo later, the verification clears and you can run it again in about thirty seconds.
A verified badge means a real person took the photo. It is not an identity check — we don't confirm your name, age, or government ID. Treat it as one signal, not a substitute for your own instincts.
Why does UGOIGO ask for the camera and photo library?
The camera is used once during photo verification and any time you retake your profile photo. Photo library access is used to pick a profile or trip photo from your existing library. We don't browse anything you don't explicitly hand us, and we never use the camera outside of those moments.
Who can see my exact location?
No one. Your coordinates are rounded to roughly the nearest 100 meters on our servers, so the precise spot you opened the app from is never visible to another user. Discover shows you city-level proximity, not street-level.
If you grant "Always" location, UGOIGO can notify you when you arrive near a trip destination. You can revoke that any time in iOS Settings without affecting anything else.
How do I report someone?
From their profile or from inside a chat, tap the menu and choose "Report." Pick the category that best fits — Harassment, Inappropriate photos, Spam, Underage, Scam, or Other — and add a comment if you want. Reports come straight to our moderation inbox. We review every one, and we take action when warranted.
How do I block someone?
From their profile or from inside a chat with them, tap the menu and choose "Block." They'll stop seeing your profile, your trips, and any existing conversation. They won't be notified. You can unblock from Settings → Safety → Blocked users if you change your mind.
How do I delete my account?
Settings → Delete account. We remove your profile, trips, anchors, diary entries, tonight pings, trusted contacts, polaroids, avatar files, and conversations from the app immediately. Some account data is retained briefly for legal and safety reasons (see the privacy policy for details), then deleted within 30 days.
What does my public web profile show?
Every UGOIGO account has a share link at ugoigoapp.com/u/<your-id>. The page shows your name, avatar, hometown, vibes, languages, countries visited, the photo-verified badge if you've earned it, and the date you joined. Nothing else is on the public page — no trips, no messages, no diary, no location.
If you turn off your public profile in Settings, the link returns a "not found" page until you turn it back on.
How do I find a specific person?
Have them send you their share link, then tap it on your phone — it opens directly to their profile in UGOIGO. If you're already in the app, Discover surfaces travelers near you and travelers whose trips overlap with yours.
I'm not getting notifications.
First, check iOS Settings → Notifications → UGOIGO and make sure Allow Notifications is on. Then open UGOIGO → Settings → Notifications and confirm the categories you want are switched on. Notifications honor your quiet hours, so you won't get pings during those windows.
Something else.
Write to us at support@ugoigoapp.com. We'd rather answer one question twice than have you wonder.
Safety in person
UGOIGO makes it easier to meet other travelers, but the in-person part still calls for the usual care:
- Meet in a public place for the first time.
- Tell a friend where you're going and when to expect to hear from you. Whisper (in Settings → Safety) lets you save up to three trusted contacts so you can reach for one in a single tap.
- Trust your read on a situation. If something feels off, leave.
- If someone behaves badly, report them. Quiet reports help us keep the app calm for everyone.
Press & partnerships
For press inquiries, partnership questions, or anything that isn't day-to-day support, the same address works: support@ugoigoapp.com. Put "Press" or "Partnership" in the subject line and we'll route it to the right place.