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FAQs & Help

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The Jigsaw team is here to support you throughout your dating journey

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  • Wait - what? Isn’t the whole point of dating apps about being attracted to someone?
    Yep, but so many people have told us they are sick of only being judged on how they look. You can’t stop your brain making those instant judgments - it’s biology. But chemistry’s important too! And that’s about much more than looks. With Jigsaw, you’re more likely to make a genuine connection as you get to know the whole person, not just a profile photo.
  • How do I block/unblock a user?
    We hope you never have to block someone - ugh - but if you need to, please report them to us asap. Safety is paramount so we have a few ways to report someone: In the top right hand corner of a profile, there are three dots - click here and tap Report. You can report mid-chat by clicking the three dots on the right side of the chat screen. Sliding a Chat to the left on the Match screen also shows the options to Report or Block. If you would like to discuss with us, please email support@jigsaw.co. If you’ve reported a user by accident, unfortunately you cannot unblock them yourself. Please send their name to our team who will investigate and sort it out.
  • Is Jigsaw for me? Are you LGBTQ+ friendly?
    Jigsaw welcomes everyone, whatever your gender or sexuality. It’s not for you if you don’t want to put personality first and only care about how people look.
  • So what’s the best type of photo to use for my profile?
    Jigsaw users will see everything in your photo except your face - so think about what you do want them to see - and what tantalizing clues you give! Where are you, what are you wearing, what’s in the background? It’s better to use photos where your face doesn’t fill too much of it, or it will just be a giant jigsaw puzzle with zero clues.
  • Why is there a jigsaw piece missing on the puzzle over everyone's face?
    Jigsaw is the dating app that reveals your face so you get to know someone's personality first. We've removed the first jigsaw piece so you get a sneak peek of the face under the puzzle. When you send a like another piece will be removed. The rest of the face is revealed, piece by piece, as you exchange messages with your match.
  • Where can I use Jigsaw?
    Jigsaw is available in the US and UK. Saving singles from superficial dating on both sides of the pond!
  • Is your whole photo covered by a jigsaw puzzle?
    No - the face, with one jigsaw piece missing. You can see the rest of the photo, and what people say about themselves.
  • How long does it take to see the other person’s face?
    Each face is covered in a 16-piece jigsaw puzzle. We've already removed a piece so you get a sneak peak underneath; more pieces will disappear when you send a message. You can see on each profile how many pieces will reveal per message. Once you’ve revealed the puzzle, you can see their whole photo and unlock links to their socials if they’ve added them.
  • Who is Jazmin from Jigsaw?
    Jazmin is part of the Jigsaw team, in the app! Jazmin will show you the ropes and give you the best tips for success on Jigsaw. You can find Jazmin in the matches screen.
  • How is Jigsaw different from other dating apps?
    Jigsaw removes the split-second judgement which happens too often on other dating apps. There's method to the madness we promise! Faces are covered with a jigsaw puzzle and you have to message your matches to reveal what’s underneath, piece by piece.
  • What is Jigsaw?
    Jigsaw is different from superficial dating apps where you're only judged on how you look. It's for people who want to give someone a chance to make a real connection based on character and conversation. Faces are covered with a jigsaw puzzle so you can reveal what's real. Like the sound of what they say? We know attraction is important too, exchange messages and the jigsaw pieces fall away to reveal the face underneath.
  • Where can I download Jigsaw?
    From the Apple App Store and Google Play Store.
  • What is the minimum age requirement?
    You must be at least 18 years old to join Jigsaw. Please report anyone who is underage.
  • How do I set my location?
    You can edit the title from the FAQ 'Settings' tab in the Editor. You can’t set one location on Jigsaw — it moves with you. Go to Settings to filter by distance.
  • How do I create a Jigsaw account?
    Download the app from the Apple App Store or Google Play Store and sign up through your phone number, Google, SMS, Facebook or Apple ID.
  • How do I set my search preferences?
    Access straight from the main screen, using the filters icon, top right. You can also edit these in Settings.
  • Do I have to pay to use Jigsaw?
    Yes, we ask all Jigsaw members to pay a small amount each week to ensure everyone has joined for the right reasons. We've listened and we understand people are tired of wasting their time with people who don't have the same intentions as them. People who invest in connection are the ones who find real-life relationships.
  • What are smart photos?
    Smart Photos automatically orders your profile photos and picks the best one to show first. Jigsaw users will see everything in your photo except your face, so think about what you do want them to see, and what clues you give! Where you are, what are you wearing, what’s in the background? It’s better to use photos where there’s more than just your face, or it will just be a giant jigsaw puzzle with no clues.
  • How do I add or change photos?
    You can add photos to your profile when you sign up or under 'Edit Profile'. You can add up to four photos on your profile. Your face will automatically be covered by a jigsaw puzzle with our AI.
  • How do I edit my profile?
    To find 'Edit profile' tap on your profile preview in the Profile Tab. Here you can add photos, icebreakers, kickstarters, essentials, qualities, a tagline and a bio. Having a fully-filled out profile will help people start great conversations with you.
  • How do I change my jigsaw puzzle colors?
    Changing your puzzle colors adds even more personality to your profile. You can change your puzzle colors when you sign up or under 'Edit Profile'. These colors apply to all of your photos and will be seen by all other users, both potential and actual matches. To get to 'Edit Profile' go to the Profile tab > 'Edit profile' (tap the pencil icon) > Scroll down to puzzle colors under your photos.
  • How do I change my name, age or gender?
    You can’t update your name, age or gender directly in the app. If you’ve used a third party to sign up, like Facebook or Apple, your name, gender and date of birth info will be pulled from there. If you need to change any personal information, message us at support@jigsaw.co or on Facebook Messenger and someone from the team will help you. Your age will automatically update on your birthday.
  • Can I hide myself from new people?
    If you need a digital detox or a dating break, it’s easy to hide your profile for a while. Go to your Profile tab/Main screen > Discovery settings > Toggle ‘Show me to others’. New people won’t see you, but you will still be able to talk to your matches.
  • What are Icebreakers?
    Icebreakers are a selection of questions you can answer that will display on your profile. These show potential matches aspects of your personality, interests and sense of humor. You can add up to three on your profile.
  • What is a Kickstarter?
    Kickstarters are questions you can pose to people on your profile to get the conversation started. People can answer when they admire your profile. The question you choose for your profile will say a lot about your personality too.
  • Do I have to verify my profile to use Jigsaw?
    Yes, all members must verify using our industry leading 2-step verification system, as safety is our number one priority. Everyone in our community verifies to make sure there's no time wasted revealing someone who isn't the real deal.
  • How do I verify my profile?
    When your profile is created, you'll be asked to verify to continue using the app. You'll be shown two expressions, you must copy these & take a selfie in each pose. Please make sure your face is well-lit, remove any glasses and hold the phone so your head is clearly within the frame. If we can't verify your photos, don't worry you'll get another chance. After that, your profile will be reviewed by the human team and you'll be notified. Please note this may take up to 24 hours.
  • What is the discovery screen?
    Discovery is the main screen where you see people meeting your match criteria. On this screen you browse profiles and like or message people you want to talk to.
  • Can I undo a dislike?
    Not yet, but we're putting the pieces together back at the jigsaw factory.
  • What is an admire?
    If you're interested in someone's profile, send them an admire by tapping the heart on their profile. Once you tap the heart you'll have the chance to add a comment. (We recommend adding a comment to get the conversation started & have the best chance of matching) You'll also start revealing pieces when you add a comment. No brainer!!
  • Report something that happened offline
    If you have experienced a crime or are in physical danger, take the steps you normally would such as contacting police and getting to a place of safety. It’s priority number one for Jigsaw to be a safe community. Block your match and tell us what happened through support@jigsaw.co or reach out to us on Facebook Messenger so we can ban them. Let us know: What happened (date, location) Details of the user you are reporting (screenshots of their profile if possible) If you and the other user exchanged any information outside the app (phone number, email address, Facebook) that would also help to further the investigation.
  • Someone is being impersonated / I’ve been hacked
    If you are suspicious of activity on your account please email support@jigsaw.co or reach out to us on Facebook Messenger. We will investigate as soon as possible.
  • I’m concerned for a user’s safety
    If you are concerned for a user’s safety, please let us know by tapping the three gray dots overlaying the top left hand corner of their profile photo and tell us why you’re concerned. Safety is paramount so we have there are a few ways to report a safety issue: In the top left hand corner of a profile, next to their name, there are three gray dots - click here and tap Report. You can report mid-chat by clicking the three dots on the right side of the chat screen. Sliding a Chat to the left on the Match screen also shows the options to Report or Block. Use one of these methods and we’ll do the rest. Thanks for helping us ensure the safety of our users. If you want to discuss this further please email us on support@jigsaw.co or reach out to us on Facebook Messenger.
  • Safe dating tips
    We know you know this because you’re a smart person, but just in case you need a refresher on safe dating, here’s the topline: Online safety If you don’t yet feel comfortable meeting a person, don’t. Report any behavior that may be suspicious, harmful or offensive. Never send financial information online. Report fraudulent profiles. Keep your account login details private. Never share personal information (home address, SIN, family names, etc.) Meeting in person Meet in a public place. Tell friends or family where you are going and who you are meeting Don’t let your date arrange transportation to and from the date. Don’t leave drinks or personal items unattended. If you feel uncomfortable, leave.
  • Report something that happened on Jigsaw
    We take this very seriously. Tap the three gray dots overlaying the top left hand corner of their profile photo. Tap 'Report' to choose from the different options. From there, the team will do the rest. Thanks for helping us ensure the safety of our users. If you want to discuss this further please email us on support@jigsaw.co or reach out to us on Facebook Messenger.
  • Does Jigsaw have a customer support phone number?
    We don’t have a customer support phone, but you can reach our team via support@jigsaw.co or Facebook Messenger.
  • I need to update my phone number
    If your number has changed since you’ve set up your account, we can update your account for you. Message our team at support@jigsaw.co or reach out to us on Facebook Messenger.
  • I can’t verify my phone number
    Double check that you’ve selected the appropriate country. If you’re still having trouble please email us at support@jigsaw.co or reach out to us on Facebook Messenger and we’ll get back to you ASAP.
  • App crashing
    If you’re experiencing crashes, check your App Store or Google Play to make sure you have the latest version of Jigsaw. Still crashing? Delete the app (not your account) and reinstall - you’ll be able to log back into your account without losing any matches or messages. If you’re still having trouble please email us at support@jigsaw.co or reach out to us on Facebook Messenger and we’ll get back to you ASAP.
  • I've logged in but my account has disappeared
    Make sure that you've used the same sign in method as you signed up with when you first created your account. Jigsaw doesn't have a different screen for returning users; selecting a different sign in method is a common mistake which will create a new account. If you're still having trouble locating your original account please email us support@jigsaw.co or reach out to us on Facebook Messenger and we'll get back to you within 24 hours.
  • I can’t log in
    Make sure that you've used the same sign in method as you signed up with when you first created your account. Jigsaw doesn't have a different screen for returning users; selecting a different sign in method is a common mistake which will create a new account. If you're still having trouble logging in, something else may have happend, please email us support@jigsaw.co or reach out to us on Facebook Messenger and we'll get back to you within 24 hours.
  • App won’t install
    Check your operating system is up to date - you need a minimum of Android version 8.0 or iOS version 14.0. Jigsaw is only available as an app - there isn’t a web version.
  • My account was banned
    If you've been banned you may have violated our community guidelines. You can find these here https://jigsaw.co/community-guidelines If you are unclear as to why you were banned, email support@jigsaw.co or reach out to us on Facebook Messenger and we will look into it.
  • My messages aren’t sending
    Check if you have a signal or are connected to WiFi. If you’re still having trouble please email us at support@jigsaw.co or reach out to us on Facebook Messenger and we’ll get back to you ASAP.
  • Can I put the jigsaw puzzle back on my face once it’s unveiled?
    No - it’s a one-way street!
  • How do I unmatch someone?
    If you’ve changed your mind about being matched with someone, go into the message screen, click the three white dots at the top and click remove
  • I’m not getting any matches
    If you’re a new user, you should get matches within 24 hours of signing up. Give it a bit of time for other users to see you.
  • The puzzle pieces won’t reveal
    One piece is already removed on every profile you see, and another will disappear when you send a like. After that, a puzzle piece comes off after every message you exchange. It's like a game of tennis - you have to wait for the other person to return a message before another piece comes off. So if you send multiple messages before your match replies, you won't get extra pieces disappearing. If puzzle pieces aren’t revealing at all and you’re still having trouble please email us at support@jigsaw.co or reach out to us on Facebook Messenger and we’ll get back to you ASAP.
  • One or more of my matches has disappeared
    Your matches may have disappeared because you didn’t reveal their puzzle in one week. You can recover an expired match by using the recover feature if you want to continue the conversation. If it’s a match whose puzzle you’ve already uncovered, they may have removed you from their list or deactivated their account.
  • I can’t upload profile photos
    Jigsaw requires you to have at least one photo on your profile, therefore you can’t remove your main photo, only replace it. If you’re having trouble uploading more photos, make sure the app has access to your photos. You can change this in your phone’s Privacy Settings. If you’re still struggling, please email support@jigsaw.co or reach out to us on Facebook Messenger, we’ll get this sorted in less than 24 hours.
  • How can I locate my user ID?
    You can find your user ID by going to the Profile tab > Settings > Scroll to the bottom. Once you've found it, click and hold to copy and paste it. Your user ID is unique to you and helps our user support team locate your account easily so we can help you with any support requests.
  • I can’t change my jigsaw puzzle colors
    You can change your puzzle colors anytime from the home screen go to 'Edit Profile' by tapping the pencil icon. If you’re still having problems please email support@jigsaw.co or reach out to us on Facebook Messenger and we’ll get this sorted for you.
  • I can’t update my written information
    Written information includes your Icebreakers, Kickstarters, Bio & Tagline! You can edit your profile at any point by clicking 'Profile Tab' then tap the pencil icon. You can’t update your name, age or gender directly in the app. If you’ve used a third party to sign up, like Facebook or Apple, your date of birth info will be taken from there. If you would like to change any of your personal information, please email us on support@jigsaw.co and we’ll get back to you in 24 hours.
  • Why can't my photo be puzzled?
    If you're having issues getting your photo puzzled it may be due to the photo you're trying to upload. Your face needs to be clearly visible in the photo, not too close or too far away. Why not try another photo? If you're still having trouble please reach out to us on Facebook Messenger or email us support@jigsaw.co and we'll help you.
  • How do I delete my account?
    We hope you’re deleting your account because you’ve met someone amazing! (Please tell your friends about us.) If Jigsaw’s not for you, we’d be happy to hear about your experience at support@jigsaw.co We love learning from the Jigsaw community about how we can make things better. Deleting your account is simple. To delete your account fully, you will need to go into the app and select the Profile tab > click on App settings > then select a reason why you want to delete your account. Alternatively, if you want a break for a while, just log out. Your profile, matches and messages will be there for you when you come back. You can also hide your visibility. This means others won’t be able to see your profile while you’re taking a break.
  • I can’t verify my profile
    First, make sure Jigsaw has access to your front-camera in your phone settings. Next, when prompted in the app, you must copy the expression exactly and take a selfie while you're in this expression. This will be compared to your photos, so they must be you! Please make sure your face is well-lit, remove any glasses and hold the phone so your head is clearly within the frame. If you're still having trouble, please reach out to support@jigsaw.co or using facebook messenger.
  • I can’t complete a purchase
    Apple Pay and Google Pay are currently the only payment methods accepted. If you have an issue with completing a purchase, double check your details on your Apple App Store or Google Play Account.
  • How do I get a refund?
    Jigsaw doesn’t handle subscription payments and refunds directly - they are all done by the Apple App Store (iOS users) and the Google Play Store (Android users). Contact Apple ID/Google Play services via your phone’s operating system settings.
  • How do I pay for Jigsaw?
    Apple Pay and Google Pay are the only payment methods accepted.
  • How can I cancel my Jigsaw subscription?
    To unsubscribe from Jigsaw you need to do so through either your Apple ID or Google Play settings. If you’re an iOS user you can find subscriptions by going to: Settings > Apple ID > Subscriptions > Manage Subscriptions. Select a different subscription package or select "Cancel Subscription”. If you’re an Android user you can find subscriptions by going to: Play Store > Menu > Subscriptions. Select the active subscription and click “Cancel Subscription”.
  • I completed a purchase but the feature didn’t work
    This may be because your payment didn’t go through. Apple Pay and Google Pay are currently the only payment methods accepted. If you have an issue with completing a purchase, double check your details on your Apple ID or Google Account. If the issue still persists, this could be something at our end. Email us at support@jigsaw.co or reach out to us on Facebook Messenger and someone from the team will help you out.
  • The profiles I see are far away
    You can adjust your distance range by going to your Main screen > Filter icon top right > Distance.
  • I’m not seeing other profiles
    The first thing to do is check your discovery settings (match me with, maximum distance, age range). Your max distance and age range might be too narrow - try increasing both. We’re the new kid on the block and it may be that you’re ahead of the crowd using Jigsaw in your area. Every day, thousands more are joining the community of people who want a less superficial way of dating.
  • Can I be seen by more people?
    Power-up! Whenever you feel like you want to be seen by even more members, use a Power-up to be famous in our algorithm for an hour. Only you will see your Power-up.
  • How do I stand out from the crowd if I really like someone?
    Send a Super! A Super will push your profile to the top of the queue and the other person will see you've send them a Super! To use Super! tap the twinkle Super! button instead of the heart to admire. You have 3 to use per day.
  • What happens if my Jigsaw match expires?
    Matches expire after a week if you haven’t revealed each other’s faces - so make sure you send seven messages within seven days. That said, we know other things can get in the way, so you can recover an expired match if want to continue the conversation.
  • Is it possible to see if someone’s liked me before I like them?
    On Jigsaw you can see everyone who likes you in the Admirers page. You’ll be able to match instantly if you like them too and continue the conversation in chat.
  • Is there a limit to how many profiles I can like?
    No, the app doesn't have a daily limit on how many profiles you can admire. Jigsaw is made for quality over quantity. Make sure you're spending time on each profile and giving people a real chance. The best way to get to know someone is through conversation.
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