Help & Support

Veil FAQ's

Getting Started

  • What is 'Veil'?

    Veil is Dubai's first and only Muslim Matchmaking app. We are one of the fastest-growing marriage networks for single Muslims across the globe.

  • Is Veil free?

    Veil is completely free to use. You can Swipe, Match, and Chat for free. It is completely free to Match and Chat if both members Like each other. Simple! You even get a free Booster (Instant Match) every month. If you, however, wanted to increase your chances of finding a spouse we do offer premium features such as one-off  Booster matches aswell as 'Veil Premium' which offers you several additional benefits to help you find the one much faster at the lowest priced monthly membership in the Muslim matchmaking industry.

  • How does Veil work?

    Install the free app from the App Store or Google Play and Sign Up in less than 30 seconds. Once registered you’ll see others searching for their perfect spouse nearby in Discover. Tap 💓 Like if you think they are suitable for you or Pass to skip. If someone likes you back, you’ll both be notified of the Match and can Chat instantly. To discover the full app features you can view our tutorial anytime by going into Menu → Help → How to use

  • How is Veil halal?
    Unlike other Muslim marriage apps, we do not believe in 'Halal dating' according to Shariah, this term does not exist. We want to cater to all Muslims, from those who are very practising to those who are less so. Our service is not a place to freely socialise with the opposite sex but one where those serious about finding their life partners.
    We strive to give our users the features needed to help them stay safe and be mindful of their obligations to themselves and others. In keeping with this, included only in Veil:
    1. Photo Privacy Your photos can optionally be hidden preventing superficial browsing and ensuring matches match on the personality rather than just aesthetics
    2. Wali/Guardian support Include a guardian in all of your Chats for extra peace of mind
    3. Reporting Report inappropriate conduct instantly. All reports are dealt with and are dealt with accordingly.
  • How can I hide my photos?

    Veil thrives on being a personality-based matchmaking app, Some don't feel comfortable with their photos being seen by others without speaking to them first. You are in complete control of your photos. You can choose to have your photos Blurred to all members. You can then choose to reveal your photos to a specific match at a time of your choosing (in the Chat tap the top-right menu button and tap Reveal photos). Once unmatched or blocked your photos revert back to being Blurred automatically. Both are optional however and are not recommended. Profiles with Visible photos receive 7x more matches and are unmatched less. To change your Photo privacy, go to  Menu → Edit Profile → My Photos and amend the bottom option to apply or remove Veil filter.

  • Matching

  • What is a 'Booster Match'?

    A Booster match allows you to instantly match another user with the option of sending them a message aswell. This feature is particularly effective for those who would not leave it to chance for a user they particularly like. All users get 1 free Booster per month, with the option of purchasing additional Boosters through the app.

  • How do I Unmatch someone?

    You can unmatch a user buy going into Chat →  Menu →  Unmatch User The chat thread/history will still remain but the user will not be able to message you again.

  • What is the 'Activity' page?

    The activity page (layer symbol next to the binocular symbol on the footer menu) shows you all the activity within the app relating to your profile. You can view everyone who has liked you, visited you as well as profiles you have liked and passed

  • How to 'Unmatch' a user

    Go to your match screen and select chat thread with the user and select MENU>UNMATCH USER

  • How do I chat with a profile on Veil?

    Tap the Like button, ❤️, on any new profile to express interest. If they Like you back you can instant message within the app in Chat. If you discover someone especially special and want to show your sincerity and enthusiasm as well as match them even if they’re yet to Like you back, use the ‘Booster match’ (rocket chat symbol) to instantly match with them and send a message. What is a ‘Booster Match’? If you discover someone especially special and want to stand out from the crowd, try a ‘Booster Match’. This also enables you to match with someone before they’ve Liked you back. All user’s get 1 Free Booster Match per month. Tap the Booster button on any profile that you haven't matched previously to buy more Booster Matches. It's free for them to reply and you can send as many messages as you wish. If the matcher isn’t suitable simply Unmatch them from the More menu (the ••• button top right of any Chat).

  • What is a 'Booster Match'?

    Sometimes you may not want to leave things to chance when you come across someone extra special on Veil. Stand out from the crowd and Chat to them instantly even before they've Liked you back with Booster Match. Just tap the Green chat rocket button on any profile you haven't Matched with yet. It's free for them to reply and you can send as many messages as you wish while Matched. All Veil members receive one free Booster Match every month. You can always buy more individual Booster Matches. Veil Premium members get 30 Booster Matches to use within a month.

  • How do I filter the people Veil show me?

    To filter the profiles you see, first ensure your Veil app has enabled Location permissions - to do this tap MENU → SEARCH FILTERS and you can adjust profiles by location by distance or countries, age and ethnicity, More additional filters are on its way to Veil.

  • Why does the app tell me to widen my filters?

    When you are discovering new profiles and it no longer returns any further results than it means you have to expand your Search Preferences as the more specific it is, the less likely you are seeing new profiles. We are still relatively new to the market and are constantly adding amazing verified profiles every day. To Broaden your filters by going to  Menu → Search Preferences

  • Why haven't I got any matches?

    Gaining Matches can take time. All you can do is ensure your profile is the best it can be. Ensure all sections are completed fully and your profile photos show you in your best light. First impressions do count, and you can always enhance your profile using Premium.

  • What is Veil Rewind?

    If you have accidentally swiped too fast on a profile you can instantly go back to their profile and change your decision using the rewind symbol next to the pass button. All users get 3 rewinds per month.

  • I have accidentally Liked someone, how can I change?

    You can either use a ‘Rewind’ If you instantly decide to change a Like to a Pass by going back to their profile or you have the option of finding that profile by going into Activity screen and visiting ‘I've Liked’ tab and changing your like to a pass.

  • I have accidentally Passed someone, how do I change?

    You can change your mind on any Pass by using the free rewind button which gives you 3 profile rewinds per week or by going to activity → Passed, tapping their profile and then the Like button. Swiping someone is free however changing a swipe from a Pass to a Like requires a Veil premium membership. Gold members can Change any Swipe for free.

  • I got a match notification but I cannot see any new match?

    The other person deactivated their account or has blocked you. Don't take it personally, there's plenty more fish in the sea.

  • Can I message someone I have not matched with?

    Only members who have Liked one another are able to Chat. If you don't want to wait, or are really keen to message someone, you can use ‘Booster Match’ with that member.

  • Privacy

  • How can I hide my photos?

    Veil thrives on being a personality-based matchmaking app, Some don't feel comfortable with their photos being seen by others without speaking to them first. You are in complete control of your photos. You can choose to have your photos Blurred to all members. You can then choose to reveal your photos to a specific match at a time of your choosing (in the Chat tap the top-right menu button and tap Reveal photos). Once unmatched or blocked your photos revert back to being Blurred automatically. Both are optional however and are not recommended. Profiles with Visible photos receive 7x more matches and are unmatched less. To change your Photo privacy, go to  Menu → Edit Profile → My Photos and amend the bottom option to apply or remove Veil filter.

  • Why does the app need my location?

    We use your location to show you users nearby that match your Search Preferences. Your location is only ever determined once when you launch the application to help preserve your phone's battery life. Note we intentionally never show your exact location for privacy reasons, and only show the nearest largest town/city. By enabling your own location, allows you to see other users location by nearest town/city.

  • Will you share my photos or personal info with anyone?

    No. We take our users privacy very seriously, using military-grade encryption to handle user data. Your phone number is private to you and will not be shared to anyone, ever. Your photos are only visible to others based on your photo privacy settings. Please see our Privacy Policy for further information.

  • There is a message saying a Wali/Guardian is present in this conversation?

    Members have the option of including a wali chaperone in all of their conversations on Veil for extra peace of mind. This person will receive a weekly transcript of all messages to and from that member. Please always be mindful of your conversations in Veil, we want to maintain a safe, respectful halal community for all our members.

  • How do I know my message has been read?

    If a sent message in Chat has been read it will state Read beneath it The two ticks below any sent message confirm the message has been delivered only.

  • How do I report a user on Veil?

    We want Veil to be a Halal and safe place for all our members to find their partner. Tap the More button, •••, on any Profile you detail and you can report and block them citing your reasons. You can also report and block existing matches by visiting the chat menu.

  • How do I log out of Veil?

    Go to Menu → Settings → Log Out. Note this will only log you out of the app. Your profile and chats will still be live and showing to other members. To remove your profile and disappear from our service go to Menu → Settings → Deactivate instead. Should you ever wish to return, simply Log In again and your profile and matches will be fully restored.

  • Other

  • Sometimes Veil does not work on Wi-Fi?

    If you experience the rare occasion of Veil not working on Wi-Fi, this means Some wifi broadband providers' parental controls may block Veil as it’s essentially classed for use by members who are 18+ only. You can either use your mobile data or simply get Veil unblocked by contacting your broadband provider.

  • I'm not getting push notifications?

    First, check they are enabled in ⚙ Menu → Settings (The Push notifications switch must be toggled on). Once confirmed please also ensure they are enabled in your phone's settings for the Veil app. Please contact us for further assistance if you continue experiencing this issue.

  • Veil Premium

  • What is 'Veil Premium'?

    Veil Premium helps you stand out from the crowd and find your perfect partner faster with a collection of exclusive, powerful features. Unlike all other Muslim marriage networks, we don’t believe in expensive memberships. Our premium plan you will notice is the lowest cost-effective plan on the market as we only seek payment to be able to maintain Veil and provide a reliable experience globally for all Muslims seeking a spouse. Here’s a highlight of Premium

    1. Unlimited Swipes - No timers, no waiting, Swipe as much as you want
    2. 30 Booster Matches - Use Booster Matches to instantly chat with members you find that extra special.
    3. Unlimited Rewinds - Unlimited Change Swipes (change a Pass to a Like and vice versa)
    4. Front of the queue - Appear first to others in your area in Discover
    5. Support us - Feel good in supporting us in transforming how Muslims meet and marry
    6. VIP - Stand out from the crowd with a VIP badge on your profile.
    7. No ads - No interruptions.
    To purchase go to Menu → Get Premium anytime.    

  • When do I receive my free credits with Gold?

    Premium members receive their credits instantly upon payment and will last 30 days from subscribing.

  • How do I cancel Premium subscription?

    Apple/Google handles all payments/refunds and subscriptions, not Veil. Only a customer can cancel a subscription - we are not able to ourselves. Note a trial subscription must be cancelled up to 24 hours before it expires in order to not be charged/renewed. A free trial can only be purchased ONCE per Apple/Google ID as per their terms. Also remember - deactivating your Veil account does not automatically cancel any subscriptions. You must follow the below instructions as they are handled independently by Apple/Google. Once cancelled as below, your Veil app will still show you as a gold member until the expiry date of the subscription or trial.

    On iOS

    1. On your iPhone, go to Settings → [your name] → iTunes & App Store
    2. Tap your Apple ID at the top of the screen
    3. Tap View Apple ID, you might need to sign in or use Touch ID
    4. Tap Subscriptions and Veil Premium
    5. Use the options to manage your subscription You can choose a different subscription offering, or tap Cancel Subscription to cancel your subscription If you cancel, your subscription will stop at the end of the current billing cycle

    On Android

    1. Launch the Google Play Store app
    2. Tap ⚙ Menu → Subscriptions and tap on Veil
    3. Tap Cancel and Yes to confirm the cancellation
    4. Now, the status of this Subscription has been changed from Subscribed to Cancelled
       

  • Why have I been charged when I bought a free trial?

    We offer all new members a 3-day free trial which carries over to a subscription if not cancelled. A free trial can only be purchased ONCE per Apple/Google ID as per their terms. We have no way to detect if your Apple/Google ID has already bought a Free trial. The payment dialogue to confirm payment comes directly from Apple/Google and clearly states if a free trial is eligible and the price of the product. Please ensure you read this correctly before confirming the purchase - we cannot be held responsible for this being overlooked. Note a trial subscription must be cancelled up to 24 hours before it expires in order to not be charged/renewed. Apple/Google handles all payments/refunds and subscriptions, not Veil. Only a customer can cancel a subscription - we are not able to ourselves. Please refer to our other answered questions regarding cancelling any subscription as well as applying to Apple/Google for a refund.

  • How do I get a refund?

    Apple/Google handle all bank transactions, payments and subscriptions. We are not able to give you a refund directly, you must request it yourself from Apple/Google as they manage this process. Apple/iOS

    1. Go to Apple's problem reports page, apple.com
    2. Login with your Apple ID username(typically your email address) and password
    3. Select the Apps tab
    4. Select Report a Problem to the right of the purchase you want a refund for
    5. Click on Choose Problem and select your problem from the menu
    6. Enter details about your problem and then click Submit
    You should hear back from Apple within a few days to a week with whether your request for a refund is approved. Android/Google Please complete this form and Google will process your query.

  • Account

  • How do I change my gender?

    If you incorrectly set your gender when signing up, you can change it by contacting us directly via the contact form. Go to Menu → Contact us. Any changes will reflect almost immediately.

  • How do I change my date of birth?

    If you incorrectly set your date of birth when signing up, you can change it by contacting us directly via the contact form. Go to Menu → Contact us. Any changes will reflect almost immediately.

  • How do I change my Stage name?

    If you would like to change your stage name, you can do so by contacting us directly via the contact form. Go to Menu → Contact us Any changes will reflect almost immediately.

  • How to deactivate my account?

    If you wish to temporarily go offline and not be shown to anyone on Veil, including your existing Matches, go to Menu → Settings → Deactivate. When you log back in again, your profile will be reactivated, fully restoring your account.

  • Delete account

    To permanently delete your account, email us at support@veil.mobi stating your 'Username' and 'DOB'.

  • Contact Veil

  • How to Contact us

    You can email us at support@veil.mobi We aim to respond to all queries within 24 hours Insha'Allah