Troubleshooting partner connection issues

Introduction

Having trouble connecting with your partner? This guide covers the most common pairing issues and how to resolve them.

"Invalid Code" or "Code Not Found"

Possible Causes

• Typo in the code (codes are case-sensitive)
• Code was regenerated by the partner
• Spaces before or after the code when copying/pasting
• Using an old code screenshot

Solutions

1. Ask your partner to check their current code in Profile > Heart icon > Invite Partner
2. Type the code manually instead of copy/pasting to avoid hidden characters
3. Verify case sensitivity - "ABC123" is different from "abc123"
4. Make sure your partner hasn't generated a new code, which would invalidate the old one
5. Update your app to the latest version in the App Store or Google Play

"Already Paired with Another Account"

What This Means

You can only be paired with one partner at a time. This error means either:

• You're already connected to someone else
• Your partner is already connected to someone else

Solutions

1. Check who you're currently paired with in Profile tab (you'll see their name)
2. Unpair from your current partner if you want to connect with someone new:
   • Go to Profile > Settings > Unpair with Partner
   • Confirm unpairing
3. Ask your partner to unpair if they're still connected to someone else
4. Try pairing again with the new code after unpairing

Partner Didn't Receive Invite

If You Shared Via Text/Email

1. Check they received the message - sometimes messages get delayed or filtered
2. Resend the code through a different method (try email if you texted, or vice versa)
3. Say the code out loud if you're together in person

If They Can't Find the Code Entry Screen

1. Make sure they completed onboarding - they need to finish the initial setup
2. Look for the pairing prompt - usually appears on the Profile screen
3. Tap the heart illustration in the Profile tab
4. Try updating the app to the latest version

Premium Not Sharing After Pairing

Expected Behavior

When paired, if one partner has Premium, both should have access within a few minutes.

If Premium Isn't Showing for Your Partner

1. Verify you're actually paired - both partners should see each other in Profile tab
2. Close and reopen the app - sometimes Premium status takes a moment to sync
3. Check subscription status - confirm the subscription is active in your device's app store
4. Wait up to 1 hour - in rare cases, Premium sharing can take up to an hour to propagate
5. Contact support if still not working after 1 hour

Can't Find Partner's Profile After Pairing

Check Connection Status

1. Go to Profile tab
2. Look for the heart illustration with two people
3. If you only see one person, you're not paired yet
4. If you see two people, tap it to view partner details

If Pairing Seemed to Work But Partner Isn't Showing

1. Both partners restart the app - close completely and reopen
2. Check for error notifications that may have appeared briefly
3. Verify both partners entered the code correctly
4. Try unpairing and re-pairing as a reset

Activities Not Syncing

If You Can't See Partner's Check-ins or Completions

1. Make sure you're paired - verify in Profile tab
2. Check internet connection - syncing requires active internet
3. Pull down to refresh in the Activities tab
4. Verify your partner actually completed something - the feed only shows shared activities
5. Check privacy settings - some activities can be marked "private"

App Crashes When Entering Code

Immediate Solutions

1. Update to the latest app version - this is often a bug that's been fixed
2. Restart your device - clears temporary glitches
3. Free up storage space - low storage can cause crashes
4. Reinstall the app - your account data is saved on our servers, so you won't lose progress

Different App Versions

Version Mismatch Issues

If one partner is on an older version, pairing may not work correctly.

1. Both partners should update to the latest version:
   • iPhone: Open App Store > Profile > Scroll to Updates
   • Android: Open Play Store > Menu > My apps & games > Update
2. Restart the app after updating
3. Try pairing again with a fresh code

Code Works But Can't See Shared Content

After Successful Pairing

If pairing succeeded but you're not seeing shared features:

1. Check that content is marked as shareable - some responses are private by default
2. Complete at least one activity together - the feed won't populate until there's something to show
3. Look in the right place:
   • Activities tab for partner's completions
   • Profile > Co-Activities for shared history
   • Individual quiz results for comparison views

Still Having Issues?

If you've tried these solutions and still can't connect with your partner:

1. Note the exact error message you're seeing
2. Take screenshots of the issue
3. Contact our support team at support@cuddle.health with:
   • Description of the problem
   • Screenshots
   • App version (found in Settings)
   • Device model and OS version
   • Steps you've already tried

We typically respond within 24 hours and can help troubleshoot account-specific pairing issues.

Related Articles

• How do I connect with my partner?
• How do I unpair from my partner?
• Do both partners need to pay for a subscription?
• App is not working - common fixes