Find Help with Video Chat, Calls, Coins and Your Account
Short answers to the questions people ask most, grouped by topic. Where a guide already explains something in detail, the answer links straight to it.
01
Getting Started
What you need and how to begin your first chat.
Do I need to download an app?
No. 1on1Chat works in the browser on your phone, tablet or computer. You can add it to your home screen if you want quicker access.
How do I start my first chat?
Tap Start 1-on-1 Chat to be matched at random on Video or Audio, or tap Browse Women to open the online list and call someone from her profile.
Do I need an account first?
Usually not. A first visit normally opens the match screen or the online list straight away. You are asked to sign in when your session expires, when you open the wallet, or when you edit your profile or settings.
Who can use 1on1Chat?
Adults aged 18 or over only.
02
Video Calls
Matching, calling from a profile, ending a call and connection problems.
What is the difference between a random match and a profile call?
A random match pairs you with someone you haven’t picked. A profile call starts from a woman’s profile in the online list, so you choose who to call.
How do I end a call or move on?
Tap the red hang-up button and confirm. In a random match it is greyed out for the first few seconds, and during free time hanging up moves you to the next match; go back from the match screen to stop matching.
Why can’t I start a call from a profile?
A top-up sheet means the call needs coins. A busy message means she is unavailable, so try later or send a message. If the sign-in page opens, sign in and call again.
The video freezes or I see “Poor network connection”. What can I do?
Move to stable Wi-Fi or a stronger signal, close apps or tabs that are streaming or downloading, or try Audio, which uses less data. Then refresh and start again.
03
Camera and Microphone
Permissions, sound problems and turning your camera off.
My browser says “Permission denied”. How do I fix it?
Tap Try it again and choose Allow. If your browser has already blocked the site it won’t ask again, so turn Camera and Microphone back on in the browser’s site settings for 1on1chat.video, then refresh.
The other person can’t hear me.
Tap More (•••) and check that the Microphone switch is on. Close other apps that may be using the mic, such as calls or meeting apps, and on a computer check your input device.
Can I turn my camera off during a call?
Yes. Tap ••• during the call and switch your camera or microphone off. Audio matches never use the camera.
04
Free Matches and Coins
What is free, when coins are used and where to check your balance.
Is 1on1Chat free?
It is free to start. You can browse women, use the free matches on your account and talk during each free match’s free time without paying. More matches and longer calls use coins.
How many free matches do I have?
It depends on your account and can change. The Free badge on the Video or Audio tab shows how many you have left; when it disappears, they are used up.
When are coins used, and will I be told first?
Coins apply when you talk past free time, match after your free matches are used, or call from a profile without a Free label. In a match, the rate appears in the chat five seconds before free time ends; for a profile call, it is shown before you call.
Where do I see my balance or buy coins?
Your balance is in the coin pill on the match screen. Tap it to see prices before you buy; buying coins opens the wallet, which may ask you to sign in.
My payment went through but I don’t see my coins.
Check the payment result page first, as confirmation can take a moment. If the coins still don’t appear, contact support with the time of purchase and your order details. Refunds follow the Terms of Service.
05
Account and Sign-in
Ways to sign in, passwords and account access.
How can I sign in?
Choose Sign up with Email to create an account with your email and a password, or Quick Sign in to create an account or sign back in with one tap. Tick the box agreeing to the Privacy Policy and Terms of Service first.
I forgot my password.
On the email sign-in page, tap Forgot password? and a verification code is sent to your email so you can set a new one. You need access to the email address on your account.
Why am I asked to sign in again?
Your earlier session may have expired, or you opened something that needs a full account, such as the wallet, your profile or account settings.
My account is restricted or I can’t sign in.
Access can be limited after unusual activity, security risks or rule violations, and extra verification may be needed. Contact support with the email or account details you use to sign in.
06
Privacy, Reporting and Blocking
Reporting someone, blocking, recording and your data.
How do I report someone?
Open Call history from the clock icon on the match screen, tap the person to open their profile, then choose Report in the menu at the top right. Pick one to three reasons, describe what happened and add up to three screenshots. The menu appears only when you are signed in.
How do I block or unblock someone?
Tap Block in the same profile menu and confirm. To undo it, tap Unblock there or use Blocked List in your settings.
What happens after I report?
The 1on1Chat team reviews reports. Timing and outcome depend on the case, so end contact yourself rather than waiting.
Can the other person record our call?
Yes, they could, with a screen recorder or a second device, and you may not be told. Keep personal details and anything you wouldn’t want kept off camera.
Where can I find out how my data is used?
The Privacy Policy explains what is collected and why. For questions or requests about your data, contact support.
Still Need Help?
Can’t find your answer? Email support, or check the safety guide and community rules.