Find answers to common questions or get in touch with our team.
Account
How do I create an account?
Click 'Sign Up' on the homepage, fill in your details across two steps — your account info and your profile — then confirm you're 18+ and accept the Terms of Service.
I forgot my password. How do I reset it?
Go to the password reset page, enter the email you registered with, and we'll send you a reset link. If it doesn't arrive within a few minutes, check your spam folder or email support@chatrix.site.
How do I delete my account?
Go to Settings → Danger Zone → Delete Account. This is permanent and cannot be undone.
Can I change my username or email?
Username and email changes are not currently self-service. Contact support@chatrix.site and we'll assist you.
Video Chat
Why can't I see or hear the other person?
Make sure your browser has permission to access your camera and microphone. Check your browser settings and allow access for chatrix.site. Also ensure the other user has done the same.
How does matching work?
Chatrix randomly pairs you with another online user. Premium members can filter by gender and country.
Can I be matched with the same person twice?
Yes, matches are random so it's possible, though unlikely with a large user base.
How do I skip someone I don't want to chat with?
Click the 'Skip' button during any chat to immediately move to the next match.
Coins & Payments
What are coins used for?
Coins are Chatrix's virtual currency. They're used to unlock premium features, filters, and future in-app purchases.
How do I purchase coins?
Go to the Coins page and select a package. Payments are processed securely via Stripe.
Are coin purchases refundable?
Coin purchases are generally non-refundable. If you believe you were charged in error, contact support@chatrix.site within 7 days.
My payment failed. What do I do?
Check that your card details are correct and your bank hasn't blocked the transaction. If the issue persists, try a different card or contact support.
Safety & Moderation
How do I report someone?
During a chat, click the flag icon to report the user immediately. You can also use our Report Abuse page for detailed reports.
How do I block someone?
You can block users from their profile or during a chat session. Blocked users cannot be matched with you again.
My account was banned. What do I do?
If you believe your account was banned in error, email support@chatrix.site with your username and a description of the situation.
Still need help?
Our support team typically responds within 24 hours.