Help with your Tuvybe experience.

Help Centre

Choose the area that best matches your issue. For urgent safety concerns involving another user, use Tuvybe's in-app report/block tools where possible so the relevant account and interaction can be attached to the case.

Account & sign-in

I cannot sign in

Confirm you are using the same sign-in method/account used to create Tuvybe. If the service reports that your account is suspended, banned or pending deletion, creating repeated new sessions will not bypass that account state.

I see an unknown device/session

Use Tuvybe's account/session controls to revoke other sessions where available, secure the underlying sign-in provider, and contact support if you suspect compromise.

Why am I being asked to accept policies again?

Tuvybe versions its Terms, Privacy Policy and Community Guidelines. A newer policy version can require renewed acceptance.

Profile, discovery & privacy

You can use supported privacy settings to control profile visibility and whether information such as age, distance, online status or nearby discovery is displayed. Blocking and administrative safety restrictions operate separately from your own profile preferences.

For a detailed explanation, see Privacy Controls and the Privacy Policy.

Coins, payments & paid interactions

A payment is pending or failed

Do not repeatedly pay unless the first attempt is clearly unsuccessful. Payment providers may deliver confirmations asynchronously. Keep the provider reference and Tuvybe transaction reference if shown.

Coins were charged for an interaction

Paid messages, gifts or calls use server-side pricing and transaction records. If a charge appears incorrect, include the transaction reference, approximate time and affected feature in your support request.

Never send support your PIN or OTP

Tuvybe support should not need your M-Pesa PIN, bank PIN, card PIN, account password or one-time authentication code.

Hosts & Guardians

Host and Guardian accounts are created through Tuvybe’s private onboarding process. Public registration is for Members only. If Tuvybe has provisioned an account for you, use the activation instructions sent to your email address and complete any requested verification. Approved permissions are managed separately from login access.

For assistance with an existing invitation or account activation, contact Tuvybe support.

Reports, blocks & safety

Use the in-app report flow for policy violations and the block control when you no longer want supported interactions with another user. Reports may preserve relevant evidence for moderation review. If you are in immediate physical danger, contact local emergency services or an appropriate local authority.

See the Safety Centre and Community Guidelines.

Account deletion

You can submit an account deletion request from the Tuvybe app. The current backend immediately deactivates the account and invalidates Tuvybe access sessions while the deletion request is processed.

See the full Account Deletion guide before proceeding.

Still need help?

When contacting support, include your Tuvybe username or account email, a concise description, relevant transaction/reference IDs, device/platform and screenshots where useful. Do not send passwords, PINs, OTP codes or full payment credentials.