Ekarom Support Center
Answers to common questions about your account, matches, messaging, and payments. Can't find what you need? Our team is one email away.
Contact Support
We typically respond within 1–2 business days.
Account & Verification
How do I create an Ekarom account?
Download Ekarom from the App Store or Google Play, sign up with your phone number or email, and complete your profile. You must be 18 or older to use Ekarom.
Why do I need to verify my identity?
We ask for a government ID and a quick selfie scan to confirm you're a real person and reduce fake profiles. Verified accounts get a badge that helps others trust your profile.
I can't log in or my verification is stuck — what do I do?
Email us at info@ekarom.comwith the email or phone number on your account, and we'll look into it.
How do I change my email, phone number, or profile details?
Go to Settings from your Profile tab to update your photos, bio, and preferences. To change your registered email or phone number, contact support so we can verify the change securely.
Matching & Discovery
How does matching work?
Ekarom's Vibe Synergy matching looks at your interests, lifestyle preferences, and activity to suggest compatible people nearby. You can like, pass, or send a chat request from the Discover tab.
Why am I not seeing many people near me?
Discovery is based on your location and filter settings (age range, distance, etc). Try widening your distance or preferences in Settings, and make sure location access is enabled for Ekarom on your device.
Can I control who sees my exact location?
Yes. Ekarom only ever shows an approximate distance (e.g. "2 km away") to other members — your precise location is never shown publicly.
Messaging & Calls
I can't send messages to a match
Messaging opens once you've matched with someone, or after a chat request is accepted. If a conversation is greyed out, the other person may have unmatched or been removed from the platform.
Voice notes or calls aren't working
Voice and video calls need microphone and camera permission, and a stable connection. Check that Ekarom has microphone/camera access in your phone's Settings app, then try again.
How do I report an abusive message or user?
Open the conversation or profile, tap the menu (···), and choose Report. Our safety team reviews every report — you can also block a user from the same menu at any time.
Coins, Payments & Subscriptions
What are coins used for?
Coins are Ekarom's in-app currency, used for things like unlocking photos, boosting your profile, and gifting. You can buy coins from the Wallet section of the app.
What payment methods are supported?
We support card payments and, for users in Ethiopia, local mobile-money payment via Chapa. Your card details are processed securely by our payment providers and are never stored on Ekarom's servers.
Does Premium renew automatically?
No. Premium is bought for a fixed number of days in the app (Profile > Coins & Premium) and paid through Chapa. It simply ends when the period is over — there is nothing to cancel.
I was charged incorrectly — can I get a refund?
Email info@ekarom.comwith your account email and the transaction date, and we'll investigate right away.
Safety, Blocking & Reporting
How do I block someone?
Open their profile or your conversation with them, tap the menu (···), and select Block. Blocked users can no longer see your profile, message you, or appear in your Discovery feed.
What happens after I report someone?
Our team reviews reported accounts and content against our community guidelines. Depending on severity, this can lead to a warning, feature restriction, or permanent account removal.
I suspect a fake profile or a scam
Report it directly from the profile, and email us at info@ekarom.comwith the profile name if it's urgent. Never send money or personal financial details to another member.
Account Deletion & Your Data
How do I delete my account?
Go to Profile > Settings & Privacy > Delete account in the app (see full instructions), or email info@ekarom.comand we'll process the deletion for you.
What happens to my data when I delete my account?
Your profile, matches, and messages are removed. See our Privacy Policy for full details on data retention and deletion timelines.
Still need help?
Reach out to our support team directly and we'll get back to you as soon as we can: