Support

Here for you at every step of the journey to marriage.

Find some helpful information below, or contact us on info@hawaya.com if you need more support.


FAQs
What is Hawaya?

Hawaya sets out to empower Muslims globally to find a life partner in a way that respects modern Islamic values and culture. Hawaya provides a safe and advanced mobile application tailored to Muslim communities all over the world with the goal to facilitate the formation of serious relationships.

How does Hawaya work?

Hawaya works through an artificial intelligence engine based on account data, personal questions, and user-specific assessments. We use  all that data to find singles who are compatible with you. Every time you use Hawaya, we learn more about your preferences as you evaluate other users. We use this behavioural data to give you even better match suggestions.

Who can use Hawaya?

Users of Hawaya must be 21 years old or older.

Is Hawaya free?

Yes, Hawaya is free to download and start using! You can subscribe to Hawaya Premium to get more app features.

What are the supported platforms & devices?

Hawaya is currently available on iOS and Android.

Hawaya currently supports iOS 10.0 and up, and Android 6.0 and up.

Can I use Hawaya anywhere in the world?

We’re now available in 13 countries, including:  Egypt, Indonesia, Turkey, Saudi Arabia, the UAE, Malaysia, Kuwait, Singapore, Germany, France, Canada, UK and the USA. We’ll keep opening up in new countries soon.

How do I sign up to Hawaya?

You can sign in to Hawaya using your Facebook account, your Apple ID, or your mobile phone number. 

How do I sign in with my Facebook account?

When you download the application, tap ”Use Facebook Account on sign-in.”

 

Note: We will never post anything to your Facebook page. To sign in, your Facebook account must have been active for more than 6 months and you must have more than 50 friends.

Hawaya & Facebook: How will you use my Facebook profile information?

When using the Facebook Login feature, we only collect the email address associated with your Facebook account to check if your Facebook account has been active for more than 6 months and if you have at least 50 friends. This helps us verify that you are who you say you are. We will also use your email address to send you information in relation to your account and use of our service and marketing communications if your account settings allow us to do so. You can always modify your communications preferences through your Account Settings on the app.

Do I have to use my Facebook account to log in?

No, you can also use your mobile number or your Apple ID.

 

Using a mobile number: 

  1. When you download the application, tap “Register by Phone Number”.
  2. Type in your number and tap “Confirm”
  3. You will be asked to enter an activation code, which we will send you via SMS 
  4. Write the 4-digit code and enter your name, password, and personal data

 

Using your Apple ID: 

  1. When you download the application, tap “Sign in with Apple” 
  2. Enter your Apple ID credentials, or tap “Continue” if you are already signed in on your device.
Why do I have to upload a photo of myself?

To ensure the safety of the Hawaya community, every account must have at least one profile picture which clearly displays the user’s facial features without any filters or significant augmentation. Each Hawaya user can upload up to six images.

Why was my picture rejected?

You will not be able to upload your picture if it fails to meet any of the following criteria:

  • It must show only one person
  • It must be high resolution and display clear facial features
  • It must not be augmented in any way, including filters, effects, and text overlays
  • It must not contain inappropriate content in breach of our Terms and Conditions and Community Guidelines.
How does Selfie Verification work?

We use the Amazon Recognition module to ensure you are the real you on all your profile pictures.

The verification happens in 2 steps:

  1. We verify that you are the real you when you upload your first profile picture.When you upload your first profile picture, we ask you to take a selfie.  We compare these selfies against your profile pictures using Amazon’s facial recognition technology to make sure you’re the person who appears in the picture. Your selfies and the facial geometry generated throughout this process are both deleted upon completing verification. Your selfies are not added to your profile.
  1. We then verify your other profile pictures When you upload additional profile pictures, we verify those by comparing them against another one of your profile pictures that has already been verified, using the same Amazon facial recognition technology. If you happen to delete all your profile pictures, we will ask you to start the selfie verification process again when you will upload a new profile picture.
How do you use the Selfie Verification information?

We only use the selfies and facial recognition information for the purposes of verifying that you’re the person who appears in your profile pictures

What will you keep after verification is complete?

Nothing is kept by Amazon or us after your picture is verified. Neither your selfies, nor your facial geometry information is stored.

Under what legal authority / legal basis do you process the Selfie Verification information?

We process the Selfie Verification information only with your consent.

What is Hawaya’s Policy for the retention and destruction of biometric information?

Retention:

Biometric information — namely, facial geometries that enables us to conduct facial recognition on your selfie and profile picture(s) — are only created and retained with your consent, for the duration of the picture verification process. Typically, this is completed in a matter of minutes. Once your account verification is complete, the biometric information is deleted. The selfies themselves are also deleted upon completing verification.

Destruction:

When Amazon deletes the biometric information upon completion of the verification processes, it is permanently purged from their systems and can no longer be retrieved.

How do I find more information about Hawaya’s data practices, including my privacy rights?

Visit our Privacy Policy to learn more about our privacy practices, including the Your Rights section.

What if I have another question?

Contact us anytime at info@hawaya.com!

How can I be eligible to match with users and chat?

You’ll be able to match and chat with other users once you have completed your profile, uploaded a profile picture that complies with our rules, and completed the selfie verification process.

How do I set my search preferences?

To adjust who you can see on Hawaya, edit your Preference Settings.

Just tap your Profile icon >  Preferences > Choose from a set of free and Premium preferences to refine your search.

Hawaya offers free preference options  based on location and age.

If you subscribe to Hawaya Premium, you can also set up to 4 extra preferences.

How do I appear to other users on Hawaya?

Your profile appears to users as they browse through our community if it is compatible with their preferences. Users will see your profile picture first, your name, and the interests and/or topic answers you’ve provided.

How do I edit my profile?

To edit your profile, just tap your Profile icon > Choose Edit Profile

You can edit your photos, bio, topic questions and most of your personal information at any time from this section. You will not be able to edit your name, age, religion and gender after sign-up.

How do I change my name/age/religion/gender?

Once registered, you can’t change your main personal information on the app (i.e.: name, age, religion and gender). Please contact our Customer Care team if you have made a mistake and would like to correct it: info@hawaya.com!

 

How do I start a chat?

There are two ways to start a chat with another user on Hawaya. If two users like one another, they become a Match and are able to chat. Alternatively, users can send out a limited number of Golden Matches per day, which allow them to chat instantly with someone they like.

Why are some pictures blurred?

Female users may choose to hide their own photos to the public, while retaining the ability to reveal them to  select users according to their preference.

Can I search for a specific person on Hawaya?

This is not possible.

Can I delete a message?

Once you send a message, you can’t delete it.

Can I undo a like or a skip?

Once you like or skip another user’s profile, you can’t go back to change your mind.

How do I unmatch with a user?

By unmatching a user, you end your chat with them.

Go to your open chat > Tap on the 3 dots in the top-right corner > Tap End the Chat

If I accidentally unmatched someone, can I match with them again?

Once you unmatch with a user, this will  automatically end the chat with them.

You won’t be able to go back to their profile and  change your mind. This person will also not show up in your Discovery again.

Why did one of my Matches disappear?

If one of your Matches disappears from your chat conversations, this either means that the user has deleted their account, or unmatched with you.

What is Exclusive Mode?

Activating Exclusive Mode with your Match allows the both of you to give each other your undivided attention. Once you activate Exclusive Mode, all your other chats will become inactive. You will have the opportunity to focus on developing a meaningful connection with each other and decide whether or not your Match is the One. Both parties must agree to enter into Exclusive Mode before it can be activated.

How do I end an Exclusive Chat?

To end an Exclusive Chat, you just need to end the conversation with the user in question, and this will automatically unmatch you. You will no longer see this profile in Discovery Mode.

 

Tap on the Exclusive Chat > Tap on the 3 dots in the top-right corner > Tap End the Chat

 

Exiting Exclusive Mode will automatically reactivate all your previously inactive chats.

What is an inactive chat?

A chat becomes inactive when:

  • You unmatch with someone
  • Someone else unmatches with you
  • You activate Exclusive Mode with another match
  • Your Match activates Exclusive Mode with someone else
How do I report another user for inappropriate behaviour?

You can report any account you find to be acting inappropriately or in violation of our Community Guidelines. You can report accounts which appear to you as you browse our community, or people you have already matched with.

 

Tap the three dots in the top-right corner of every screen to report an account. You’ll be prompted to highlight a specific part of their profile you find problematic and identify a reason why. Be sure to provide us with as much information as possible to allow us to take swift action against the offending user. Once you file your report, a member of our team will review your case and take the necessary steps.

 

Remember, you can only report conversations that take place on the app. We recommend you keep your communications on the app for as long as possible to allow us to address any potential issues should they arise. If someone acts inappropriately to you on an external messaging app, on the phone or in real life, there is nothing we can do.

How do I delete my account?

You can delete your account from your Profile page on the app. Once you choose “Delete Account,” you will be prompted to provide a reason for your deletion. Select your reason and tap “Delete Account.”

I’ve deleted my account, how do I re-join?

You can create a new account at any time using your Facebook account or phone number.

How do I stay safe while using Hawaya?

Please refer to our Community Guidelines for more information on enjoying a safe and secure journey on Hawaya.

How do I change the language of the app?

You can change your app language through your Account Settings. Hawaya is currently available in: English, Arabic (Standard), French, Bahasa, German, and Turkish.

What is Hawaya Premium?

Hawaya Premium is a paid subscription that gives you access to more functionalities when using the app.

Continue reading below for more information about our Hawaya Premium features.

What are the additional features I get when I subscribe to Hawaya Premium?

Hawaya Premium users gain access to a number of additional features designed to provide a more streamlined journey on the app, including: a daily allowance of Golden Matches and extra Discovery preferences, as well as the ability to see if their message has been read, boost their profile, and see who liked their profile.

How many likes can I use per day as a premium user?

While free users can only send a maximum of 100 likes per day, there is no daily restriction on the number of likes that Premium users can send, or the number of profiles that they can view.

What is a Golden Match, and how can I use it?

Premium users can send up to 3 Golden Matches per day. This will enable you to engage in a conversation with a user you like without needing to wait for them to like you back.

How many Preferences can I use as a premium user?

Hawaya Premium users can use up to 4 additional Premium Preferences, in addition to the main free preference options of  Distance and Age.

How do I know if someone read my message?

Premium users will see two blue ticks next to their message if it has been read. 

It is not possible for free Hawaya users to see if someone has read their message. The gray tick next to each sent message refers to message delivery.

How do I see who likes me?

With your Hawaya Premium subscription, you'll be able to see the people who have liked you by tapping the Likes You tab. Here, you’ll be able to see all the users who have sent you a like, but whom you haven’t yet matched with or skipped in Discovery.

When someone likes you, their profile will appear in your Likes You tab. You'll be able to see all the people who have liked you one at a time. You can choose here either to match with them or to skip them.

On the Likes You page, you can see everyone who has liked you all at once by tapping on All in the upper left corner of your screen.

If you skip someone or match with them in Discovery, the like they sent you will no longer appear on the Likes You page.

What is Boost?

Boost is a feature that makes your profile visible to more users for a limited period of time. This means your profile benefits from greater visibility and will likely receive more likes as a result. Once you complete your Premium subscription purchase, you will be able to use the Boost feature. Once activated, the Boost icon at the top of your screen will turn mint blue to indicate that your profile is being Boosted.

At the end of your Boost period, you will see an in-app pop-up at the bottom of your screen notifying you that your Boost is complete.

Other users will not see that you have purchased Boost or that your profile is being Boosted.

How do I pay for Hawaya Premium?

You can pay for your Hawaya Premium subscription using the debit/credit card associated with your App Store account (for iPhone users) or your Google Play Store account (for Android users). 

If you are using your App Store account, please note that your purchase will be subject to Apple’s Terms and Conditions, including for refunds and cancellations.

What happens when I designate a Guardian?

You can designate a Guardian in your Settings by sharing their email address with us. Doing so, you understand and consent that, every Monday, an email containing a full account of your chats of the past week with other users will be sent to him/her. Please be sure that your Guardian agrees to receiving those chat transcripts over email. Note that your Guardian will only receive your chat logs with Matches who have consented to such sharing by approving your request to activate Guardian Mode. 

You can change your Guardian or deactivate this feature at any time through your Settings. This will stop the sharing of your chats with your Guardian.

What happens if one of my matches has designated a Guardian?

If your Match chooses to activate Guardian Mode for your conversation, you’ll be asked if you consent to their Guardian receiving a weekly account of your chats (starting from the previous Monday). 

If you refuse, you will not be automatically unmatched. You can continue chatting as normal.

If you consent and later change your mind, you’ll be able to stop the sharing of your chats with your Match’s Guardian at any time through your Settings. 

In any case, as long as Guardian Mode is activated, you’ll always see a disclaimer at the top of your chat screen to remind you.

How do I request a copy of my personal data?

At Hawaya, we are committed to protecting your data and privacy, as well as providing you access to the information you have provided us.

If you would like to request a copy of your personal data, please contact our customer support at info@hawaya.com.

In order to be able to receive the requested data, we would need to verify your email address. If you haven’t completed this step yet, please verify your email by opening your Hawaya app > Tap your profile settings > Account > Email > Verify your email address. Once you’ve submitted your email address, we’ll send you a link via email to verify it.

The information you will receive is largely already available to you through the app and may vary, depending on the way you have used Hawaya.

How do I stay safe and secure while using Hawaya?

Hawaya takes steps to ensure that all your interactions with matches take place on a safe and secure digital platform.

To maintain their level of personal safety, we recommend that our users use the reporting feature when necessary.

We recommend that you always read and adhere to our Community Guidelines in order to maintain a healthy relationship through Hawaya

How are my exchanges with other users processed by Hawaya?

Keeping you safe is and will always be a top priority. We use automated tools to scan interactions like messages solely for indications of harmful or illegal behavior.

 

Our trained agents may review interactions that are flagged by our automated tools or in response to a user report. We may use these examples to train our technology to improve our ability to find and remove similar content.

At Hawaya, your privacy is a top priority. It is at the core of the way we design and build the services and products you know and love, so that you can fully trust them and focus on building meaningful connections. As part of our commitment to transparency in the way we process your information, we explain here what automated decision-making and profiling are, why it is at the very heart of our service (in fact, it’s probably the reason you love using our products!) and how you benefit from it.
What is automated decision-making and profiling?

Europe’s data protection framework, the General Data Protection Regulation (“GDPR”), provides the following definitions:

Automated individual decision-making: making a decision about an individual solely by automated means (i.e., using computers and algorithms only, without any human involvement in the decision-making process);

Profiling: evaluating certain things about an individual, including interests, preferences or behavior, through an automated processing of personal data (e.g., using computers and algorithms to determine someone’s interests based on his or her online behavior).

Does Hawaya rely on automated decision-making or profiling?

Automated decision-making and profiling are invisible features that are at the core of the services you know and love, upon which we constantly improve and without which we would be unable to help you build meaningful connections. We use these features for the following reasons:

To help connect you with other users.

We use the information you provide us (such as your gender and age) along with the information we collect from your use of the service (like your activity on the service and your location if you allow us to collect it) to power our proprietary matching algorithm and recommend compatible people to you.  We use the same process to recommend you to other users.

Of course, you can also change your search preferences to filter profiles which are shown to you on Hawaya.

To promote safety and security.

We use automated decision-making and profiling as part of our moderation efforts (for example, removing bots), as well as to promote the safety and security of our users by making it easier to prevent illegal and unauthorized actions from happening and to swiftly and efficiently detect and fight those actions when they happen.

This processing may lead to suspension or account closure for users who are reported to be found to engage in illegal or unauthorized activities, both on and off our services, without prejudice to other legal actions we could take.

Did you meet someone great and delete Hawaya for good?

 

Did you meet someone great and delete Hawaya for good? We want to hear about it! Share your success story with us at: marketing@hawaya.com 

For technical support and general questions, please email us at: info@hawaya.com