FAQ

  • Is there a nine app for android?

    Yes, you can use nine on android and ios!

  • I want to change my profile picture.

    You can edit your profile picture through the app.

  • What decides my best nine?

    Nine creates a collage of 9 of your photos that have received a large amount of likes in the past 365 days. You can also edit and choose your own favorites later.

  • My messages are not going through.

    Please check the strength of your internet connection. On iOS, try tapping the exclamation mark and hit resend. You can also try restarting the app. If the issue persists, please give it some time and try again a little later. We apologize for the inconvenience.

  • I lost all my matches!

    Please try logging out and then logging back in. As long as you haven’t accidentally deleted your account you should be fine! Note: If only random Matches disappeared, the user may have blocked you or deleted their account.

  • I accidentally skipped someone, can I get them back?

    Skip with caution! It is not possible to get someone back once you have skipped.

  • How do I change my name or my age?

    Please change your personal details from the profile settings page.

  • How do I use hashtags?

    Just like instagram use the # symbol in front of words (e.g. #fashion #love #pets) to describe yourself, your hobbies, occupation, etc.

  • Nine is stuck on "Finding people near you".

    Open nine and try logging out and then logging back in, or force quitting the app. On your device, go to Settings and make sure that your GPS is enabled. You may have to open the Maps app in order for your GPS to pick up your current location. You can also try turning your location services OFF and then back ON. If this issue persists, please wait a few hours and try again. Another possibility may be that your discovery settings are too particular, and there may not be any other users in the area you have set. Please try to expand your search area.

  • I can’t log in.

    Make sure you have the latest version of nine. Open nine and try logging out and logging back in, or force quitting the app. If you're using an iPhone: go to the iOS settings, select Instagram, remove your Instagram account and try logging in to nine again. You can also try deleting nine from your phone, downloading it again and reinstalling it. As long as you don’t delete your account, deleting the app will not delete your existing matches and messages.

  • One of my Matches disappeared.

    It sounds like that person may have blocked you or deleted their account. Try logging out and back in just to be sure. To do so, go to Settings, scroll down, hit logout, and then log back in.

  • The app keeps crashing.

    Make sure you have the latest version of nine and try force quitting the app: If you’re using an iPhone, double tap the “Home” button, and swipe nine up to force quit the app. You can also try restarting your phone and reinstalling the app. As long as you don't delete your account you won't lose any of your matches or messages.

  • Will I lose my matches if I delete the app?

    As long as you don't delete your account, deleting the app won't delete any of your matches or messages.

Profile and settings

  • How do I edit my profile?

    You can change your name or hashtags from the profile settings page.
    Settings regarding your gender and the gender you wish to search for can be changed on the search settings page.
    You can edit your profile picture using the 'edit' button.

  • Which hashtags should I use?

    Hashtags are a way for you to describe yourself. We recommend using hashtags that you often use on Instagram, or hashtags that describe your hobbies or occupation. The more hashtags you use the more chance you have of finding someone with something in common.

  • How do I delete my account?

    For security purposes, if you want to delete your account, you’ll need to do it directly on the app.
    You will permanently lose all of your matches, messages and any other information associated with your account. If you have already deleted the app, please download it again.
    To delete your account, go to the Settings panel, select App Settings, scroll down and select Delete Account. Upon completion, you should see a message that says "Account successfully deleted".
    Keep in mind that if you try to log in again after deleting your account, a new account will be created.

    Note: Deleting the app does not delete your account. If you are subscribed to nine Plus, deleting the app and/or your account does not cancel your subscription.

Discovery (Swiping other users)

  • Can I message someone I haven’t matched with?

    No, only users who have shown a mutual interest in one another are allowed to chat.

  • How do I report someone?

    You can report users that you have already matched with, and users you haven’t matched with. To report someone, go to their profile, hit the menu icon (ellipsis icon) and hit report.

  • Nine says there’s no one new in my area.

    Go to "Settings", select "Discovery Preferences" and try increasing the distance and age range. You can also try logging out and back in. If you’re using an Android device, go to the phone settings, find the Location, hit Mode, and select High accuracy.

  • What are the numbers next to my friends photo in common connections?

    This represents the same number of hashtags that you both share. The higher the number, the more likely you are to have something in common.

Nine Plus

  • What is Nine Plus?

    Nine Plus is a premium package that enhances your Nine experience. With Nine Plus we’re giving our users complete access to the three most-requested features: finding people within a 2 mi. radius、 no like limitations, and the ability to view other instagram photos from every user.

    Find people near you: On nine, you are only able to search for users who are 30 mi. or more away from you. With nine plus, you are able to narrow the search to a minimum of 2 mi. which allows you to find users in your immediate area.

    Unlimited likes: On nine, the amount of likes permitted per day is capped. With nine plus, you are able to increase your likelihood of matching with someone with unlimited likes.

    Unlimited "More photos”: On nine, the “More Photos” area on a user’s profile allows you view up to 30 photos from their instagram account separate from their best nine collage. However the number which may be viewed per day is capped. With nine plus, you gain unlimited access to this area, which gives you a better chance to really get to know the user, and give you some extra talking points!

    Note: You can cancel your nine Plus subscription at anytime.

  • I started a new nine account but nine Plus doesn’t work anymore.

    If you have already subscribed to nine Plus but the app still asks you to subscribe, please try restoring your purchase. On your iPhone, open nine and tap the arrow button (Rewind) on the main screen, and select "Restore Purchase" at the bottom of the screen.

  • Can I use Nine Plus on multiple devices?

    Your nine Plus subscription carries across platforms. This means that if you use the same nine account on multiple devices, you only need one nine Plus subscription. Please note, you may need to restore your purchase. On your iPhone, open nine, tap the arrow button (Rewind) on the main screen, and select "Restore Purchase" at the bottom of the screen.

  • How do I change payment information?

    If you’ve subscribed to nine Plus and would like to change your payment information, please read the following carefully: Go to your phone’s Settings, tap iTunes & App Store, tap your Apple ID and select "view Apple ID", select "payment information", update your payment information. and tap "done".

  • My payment method failed.

    Please make sure that you’ve entered your payment information accurately and try again. Please note that accepted payment methods for Nine Plus only include credit and debit card at this time. For a list of accepted credit and debit cards, please refer to the Apple App Store.

  • How do I cancel my Nine Plus subscription?

    You can cancel your Nine Plus subscription at anytime.
    To cancel your subscription on your iPhone, iPad or iPod Touch directly:

    1. Go to the App Store on your iOS device.
    2. Scroll to the bottom.
    3. Tap Apple ID (your Apple ID email)
    4. Tap View Apple ID.
    5. Log in if it asks you to.
    6. Scroll down to Subscriptions and tap Manage.
    7. Select Nine and set the auto-renewal slider to Off or select Unsubscribe.

    If the option to turn off auto-renewal is not displayed here, you may have already chosen to turn it off, canceling future charges. If that is the case, you should be able to see the end date of your subscription on this screen.

    Note: After canceling your subscription, you will be able to use nine Plus for the remaining of the 30 days that you have already paid for. When your subscription expires, it will not be renewed. You can opt back in at any time. Canceling your subscription will not refund subscription payments, and previously charged subscription fees cannot be prorated based on cancellation date. Deleting the app and/or your account does not cancel your subscription.

  • How do I request a refund?

    If you subscribed to Nine Plus using your Apple ID, refunds are handled by Apple, not Nine. If you wish to request a refund, go to iTunes, click on your Apple ID, select “Purchase history”, find the transaction and hit “Report Problem”. You can also submit a request at https://getsupport.apple.com You can find the order number in the order confirmation email or by logging in to Google Wallet.

    Note: Refund requests may only be accepted if requested within a month of the transaction date.

Matches

  • How do I unmatch (block) someone?

    You can only unmatch (block) someone that you have matched with. Go to his or her profile, hit the icon in the top right hand corner, and select “Unmatch”. You will disappear from their Matches, they won’t be able to message you anymore. They will also disappear from your Matches.

  • Can I unblock someone?

    Be careful when blocking. Blocking/unmatching is permanent.

  • How can I report someone?

    You can report users that you have already matched with, and users who you have not yet matched with. To report someone, go to their profile, hit the menu icon (ellipsis icon) and hit report.

  • I got a new match notification but I don’t see a new match.

    This means that person has either blocked you or deleted their account. Just to be sure, you can try logging out and logging back in. To do so, go to Settings, scroll down, hit Logout, and then log back in.

  • I lost all of my Matches!

    Try logging out and logging back in. To do so, go to ‘Settings’, select ‘App Settings’, scroll down, hit ‘Logout’ and then log back in. As long as you haven’t accidentally deleted your account you should be fine! Note: If only one or two of your Matches disappeared, they may have either blocked you or deleted their account.

  • One of my Matches has disappeared.

    It sounds like that person has either blocked you or deleted their account. Try logging out and back in just to be sure. To do so, go to Settings, scroll down, hit logout, and then log back in.

  • I don’t have any Matches.

    You need to give people time to like you back! After you Swipe Right on someone, if they like you back, then it’s a match! You should try updating your best nine photos and hashtags, this should help you out.

Chat / Messages

  • I got a new message notification but I don’t see it.

    This means that the person may have either blocked you or deleted their account. Just to be sure, you can try logging out and then logging back in. To do so, go to Settings, scroll down, hit Logout, and then log back in.

  • Can I message someone I haven’t matched with?

    No, only users who have shown a mutual interest in one another are allowed to chat.

  • My messages are not going through.

    Please check and make sure you have a strong internet connection. On iOS, try tapping the exclamation mark and hitting resend. You can also try force quitting the app. If this issue persists, please wait while and try again later. We apologize for any inconvenience.

  • Can I unblock someone?

    Be careful when blocking. Blocking/unmatching is permanent.

Still have questions?