Help

A person reads these

If something isn't working or a decision doesn't make sense, start here.

Getting in

I can't sign in

You need three things: your username or ThyID, your password, and the six digits from your authenticator. If the six digits keep failing, check the clock on your phone — an authenticator with the wrong time produces the wrong code.

I lost my authenticator

Use one of the backup codes you saved at setup. Each works once. If they're gone too, use the lost-authenticator link on ThySign; recovery requires re-verifying who you are.

I forgot my ThyID

It's in the welcome email and on your dashboard. Your username works to sign in as well.

Applying

My application says it needs approval

A person is reviewing it. This happens for several reasons and we don't say which — most clear quickly. You'll get an email either way.

Can I check before I apply?

Yes. The appeals page has a name check that tells you whether an account can be opened, without you filling anything out.

My application was declined

File an appeal with your reference number. A person reads every one.

Membership

How does a family code work?

The person who pays receives a code. Each member of the household fills out their own application and enters it — their price becomes zero and their application clears automatically. The code works a fixed number of times.

Can I change my level?

Yes, from your dashboard. Upgrading takes effect immediately.

Cancelling

From your dashboard. Your membership runs to the end of the term you paid for.

Your profile

What the banner takes

One photo, or one clip up to 30 seconds. Video plays muted and loops.

Stopping search from showing me

Turn off Searchable on the front in your dashboard. People who already follow you keep their link.

Someone reposted my work

Report it. Every gallery item carries your name and a copyright line, and taking a member's work without permission breaks theHouse Standards.

ThyCV

Nobody is getting in

Check your match percentage and your non-negotiables. Three non-negotiables at 95% is a narrow door.

Was I charged when I was refused?

No. The fee is only taken when the door opens.

Safety

Report any member who abuses, threatens, or harasses you. The report goes to a person. If you are in immediate danger, contact your local emergency services first — we are not a substitute for them.

Still stuck

Write to us and describe what happened, what you expected, and what you saw instead. Include your ThyID. We answer by email.