How can
we help?

For anything account-, event-, or app-related, write to hello@serendipity.day from the email address on your account. Including your account email helps us find you faster.

For safety incidents, harassment, or anything you’d like handled discreetly, write to safety@serendipity.day. Messages here are read only by senior team members.

If you’re reporting a bug, please include your device model, iOS version, app version (Settings › About), and a brief description of what you were doing when it happened.

I’m not receiving the login code. Check that you have signal, that the number you entered matches the one on your account, and that you haven’t blocked SMS from short codes. If the issue persists for more than a few minutes, email us with the phone number on your account.

I changed my phone number. Email hello@serendipity.day from the email on your account. We’ll verify your identity and update your number manually.

I want to delete my account. You can delete your account from the in-app Settings screen, or by emailing hello@serendipity.day with the subject “Account Deletion.” We process deletion within 30 days; see our Privacy Policy for full retention details.

My account was suspended. Suspensions follow our Community Guidelines and Acceptable Use Policy. To request a review, reply to the suspension email or write to hello@serendipity.day.

How do I get a refund? All refunds are issued by Apple, not by Serendipity. Visit reportaproblem.apple.com, sign in with your Apple ID, and request a refund for the Serendipity charge.

I was charged twice. Apple is the merchant of record for all membership charges. Please contact Apple Support directly through the link above. If Apple needs us to confirm anything, write to hello@serendipity.day and we’ll help.

My membership isn’t showing in the app. Open the Serendipity app, go to Settings, and tap Restore Purchases. If that doesn’t resolve it, email us with the email on your Apple ID and the approximate purchase date.

Serendipity does not store your card or billing information. See Section 2.3 of our Privacy Policy.

How do I confirm or cancel a reservation? Open the app and tap the reservation card on your home screen. You’ll see a Confirm button until the deadline shown on the card. To cancel, tap the same card and follow the prompts.

I missed the confirmation deadline. Confirmation deadlines are firm so we can re-seat the table fairly. If you have an exceptional circumstance, email hello@serendipity.day as soon as possible.

Where is my event? The venue is revealed via SMS and in-app notification on the day of the event. If you haven’t received the reveal by the time shown on your reservation, check your messages and the app, then email us if it still hasn’t arrived.

I can’t find the venue / I’m running late. Reply to the day-of SMS or call the number listed in the reveal message. We monitor it during event windows.

Dietary restrictions or accessibility needs. Update your onboarding profile in the app, or email us at least 48 hours before the event so we can coordinate with the venue.

I want to stop marketing SMS. Reply STOP to any marketing message. Transactional messages (login codes, reservation reminders, venue reveals) are required to use the Service.

I want to disable push notifications. On iOS: Settings › Notifications › Serendipity. You can turn off push without affecting SMS or any other functionality.

Full SMS terms are in Section 9 of our Privacy Policy.

The app keeps crashing. Try force-quitting and reopening, then restarting your device. If the crash persists, please send us the details above. iOS automatically shares anonymized crash diagnostics with us if you’ve opted in.

I’m on an unsupported device or OS. We currently support iOS 16 and later. We’ll keep this page updated as supported versions change.

Reporting an incident or guest. Email safety@serendipity.day. Reports are read only by senior team members and treated confidentially. You can also use the in-app report flow on the guest’s profile or the table page.

What we do with reports. We follow up promptly, gather context from involved parties, and act in line with our Community Guidelines and Acceptable Use Policy. Outcomes range from a private conversation to permanent removal.

Emergencies. If you or someone else is in immediate danger, call 911 first. Then, when you’re safe, write to safety@serendipity.day so we can support you and follow up appropriately.

Full conduct rules live in our Terms of Service and Community Guidelines.

To exercise any privacy right (access, correction, export, deletion, restriction, or withdrawal of consent), email hello@serendipity.day from the email on your account with the subject “Privacy Request.”

We respond within the timeframes required by applicable law — typically 30 to 45 days. See Section 8 of our Privacy Policy for the full list of rights and Section 10 for California-specific disclosures.