Mates Support
How to contact us
Email us at hello@ministrydesign.agency, including for questions about personal data. The service is provided by Ministry Design Agency Sp. z o.o., ul. Hoża 86 lok. 410, 00-682 Warszawa, Polska (KRS 0001177457, NIP 7011264249).
Describe the problem and include your iPhone model, iOS version, Mates version and the approximate time the error occurred. A screenshot helps, but hide other people's messages and any unnecessary personal data in it. Never send us your password, sign-in code or card details.
Support replies in English, Russian, Ukrainian and Polish. Hours: Monday to Friday, 10:00 to 18:00 Warsaw time.
Support is not an emergency service. If someone is in danger, call 112.
Frequently asked questions
How do I sign in?
With Apple, LinkedIn, Google or by email, no password needed. When you sign in by email, we send you a six-digit code: enter it in the app. When you sign in with Apple, you can hide your email address. If the code doesn't arrive, check your Spam folder and request a new code.
What is Mates?
An app for interest-based meetups in Warsaw: coffee and conversation, walks, board games, sport, art. You can find a meetup, see who's going, sign up and discuss the details in the chat. Mates is for people aged 18 and over. The host, venue, terms and price are shown on each meetup's card.
How do I sign up for a meetup?
Open the card, check the date, venue and terms, and tap the sign-up button. If the meetup is open, you're on the list straight away. If the host approves requests or there are no seats left, Mates will show that your request is pending or that you're on the waitlist.
Why won't the meetup chat open?
The chat is available to guests the host has admitted. While your request is pending or you're on the waitlist, there is no chat. If you're a guest and the chat won't open, write to us and include the name of the meetup.
Why does Mates need the camera, microphone and photo library?
Only for things you do yourself: the camera to take a photo, video or video note, the microphone to record a voice message or the sound of a video, the photo library to save a photo or video from a chat. If you denied access, turn it on in Settings → Mates.
Why is location needed when I check in at a meetup?
To verify that you're near the meetup location and to count your visit. Mates requests your location once, when you check in, and does not track you in the background. If access is denied, you won't be able to check in; allow it in Settings → Mates → Location.
The map didn't load
Check your internet connection. The map is provided by Google Maps; you can tap "Open" or "Directions" and the place will open in Google Maps. If the pin looks wrong, check it with the host in the chat.
How do I cancel my participation?
Open the meetup and cancel your sign-up or request. If you signed up together with friends, their participation remains. Refunds for a paid event are decided by the host under the meetup's terms, not by Mates.
How do I report or block someone?
To report a meetup, tap the flag icon at the top of its page. To report or block a person, tap "Report" or "Block" at the bottom of their profile. Then choose a reason and tap "Send". To report a message in a chat: long-press the message → "Report". A blocked person won't be able to message you or invite you, but can still come to the same open meetup. If the feature doesn't work, write to hello@ministrydesign.agency. We review the report within 24 hours.
Subscription, Mates and gifts
The price and terms are shown in the Apple window before you confirm. You can cancel your subscription in Settings → your name → Subscriptions → Mates. Deleting the app or your Mates account does not cancel the subscription.
A paid gift may come in a rare style variant; the odds are shown before purchase.
Refunds for purchases are decided by Apple: reportaproblem.apple.com.
If a purchase went through but your Mates or Premium didn't appear, check that you're signed in to the same Mates account and write to us with the product, the time of purchase and the Apple order ID from your receipt email.
How do I delete my account and data?
In the app: the “Profile” tab → at the bottom “Delete account” → “Delete account forever”. Before you confirm, Mates will show what will be deleted, what will remain with other people and what we are required by law to keep. Your account, profile, meetup sign-ups, friends, the meetups you created and your chat messages are deleted immediately. Uploaded photos and videos: deleted from the server immediately together with the account, including photos and videos in all chats of the meetups you organised; they disappear from backups within 7 days at the latest. If deletion doesn't start, write to hello@ministrydesign.agency.
Privacy
Privacy Policy: ourmates.eu/en/privacy. Terms of Use: ourmates.eu/en/terms. The Privacy Policy describes what data we process, who we share it with, how long we keep it and how you can manage it.