Clanpair Support

Last updated: 20 June 2026

Welcome. This page answers the most common questions about Clanpair. If you cannot find an answer here, email us at admin@clanpair.io and we will respond within 48 hours (typically faster).

Download the Clanpair app from the Apple App Store (iOS) or Google Play (Android).
Open the app and tap "Get started".
Enter your email address and complete the OTP verification (we email you a 6-digit code).
Enter basic details: name, gender, city, area, university, and your WhatsApp phone number (this is shared only with people who unlock you).
Complete the lifestyle quiz (about 5 minutes).
Upload your CNIC (front, back, and a selfie). See the CNIC section below for tips.
That's it — you have full access right away. Your CNIC is then reviewed in the background (usually under 24 hours); you receive an in-app and email confirmation when the "verified" badge is added to your profile.

We do not have a public sign-up form on the website. The mobile app is the only entry point.

We sign you in with a 6-digit code emailed to your address (no SMS). A few things to check:

Confirm the email address is correct, and that it's the same one you registered with.
Check your spam, promotions, or junk folder.
Wait a minute and request a new code if the first hasn't arrived.
If you still cannot sign in, email admin@clanpair.io with your registered email and we will look up the account.

I forgot which email I signed up with

Email admin@clanpair.io with your full name and CNIC number. We will check our records and confirm your registered email.

How do I sign out?

In the Clanpair app: tap your profile icon (top right) → Settings → Sign out.

Signing out only removes the session from your current device. It does not delete your account.

How do I delete my account?

Two ways:

In-app (from version 1.1 onwards): Settings → Delete account → confirm. We process the deletion within 30 days.
By email: send a message to admin@clanpair.io with the subject "Delete My Account" from the email address registered on your account. We will confirm receipt and process the deletion within 30 days.

Deletion is final. Some redacted records (transactional and identity-verification metadata) are retained for seven years to satisfy Pakistani tax record-keeping requirements. See the Privacy Policy section 5.5 and 7 for full details.

You may sign up again, but the same CNIC may not be re-verified for at least 30 days after deletion. We do not delete data faster on request because deletion is a queued process that runs to completion.

CNIC verification

Why do you need my CNIC?

To confirm you are a real, adult Pakistani CNIC holder using your own identity. This is the foundation of every safety promise we make to other users — without CNIC verification, the matching service would be no better than a WhatsApp group.

Your CNIC is not used for any other purpose. See Privacy Policy section 5 for the full handling rules.

How long does verification take?

We aim for under 12 hours during Pakistan Standard Time business hours (10 AM to 8 PM), and under 24 hours at all other times. In v1, every CNIC is reviewed manually by our admin team to ensure accuracy.

If your verification has been pending for more than 48 hours, email admin@clanpair.io.

What photos do I need to upload?

Three photos in total:

Front of CNIC: full card visible, all four corners in frame, no glare, name and number readable.
Back of CNIC: full card visible, address readable.
Selfie: taken inside the Clanpair app (we do not accept selfies imported from your gallery — this is to confirm a live capture).

My CNIC is being rejected. Why?

Common reasons:

Blurry or low-light photos. Take photos in good natural light. Avoid camera flash, which causes glare.
Card edges cut off. All four corners of the CNIC must be visible in the photo.
Glare or reflections. Tilt the card slightly to avoid glare on the laminate.
Expired CNIC. Renew your CNIC at the nearest NADRA office before re-applying.
Selfie does not match. Take the selfie in good light, facing the camera straight on, without sunglasses or a face covering.
Name mismatch. The name on your Clanpair profile must match the name on your CNIC. If you spelled your name differently during signup, email admin@clanpair.io to update it.
CNIC holder is under 18. Clanpair is for users 18 and over only.
Photo of a photo. Take a direct photo of the card, not a photo of another photo or a photocopy.

You may re-submit your CNIC up to three times in 24 hours. If you still cannot get through, email admin@clanpair.io with the rejection reason and we will help.

Is my CNIC data safe?

Yes. We treat CNIC data as the most sensitive information on Clanpair. Specifically:

Uploaded over HTTPS (TLS 1.3).
Stored encrypted at rest (AES-256) in our Supabase Storage bucket.
Accessed only through short-lived signed URLs by the admin team during review.
Never shared with other users, advertisers, or third parties.
Deleted within 30 days of account deletion, except for a redacted log entry retained for seven years to satisfy Pakistani tax record-keeping requirements.

See Privacy Policy section 5 for the full handling rules.

Can I delete my CNIC photos but keep my account?

Yes. Email admin@clanpair.io and ask us to delete your CNIC files while keeping your account active. We can do so, but your account will lose the "verified" badge and you will need to re-submit your CNIC if you want to regain the badge.

Unlocking profiles and payment

Is Clanpair free? What costs money?

Creating your profile, doing the matching questionnaire, and seeing your matches are all free. Your matches first appear as an anonymous Clanpair member — you can see how compatible you are (personality, habits, interests) but not who they are. To reveal a specific person — their full profile and contact (WhatsApp) — you pay a one-time fee to unlock that person.

How do I unlock someone?

Open the Clanpair app and go to your matches.
Tap the match you want to reveal, then tap "Unlock".
The app shows the native purchase sheet — Apple's App Store on iPhone, or Google Play on Android.
Confirm the purchase with the payment method on your App Store / Google Play account (Face ID / fingerprint / PIN, as your phone is set up).
The unlock is verified automatically and applied right away — there is nothing to upload and no waiting for review.
That person's full profile and WhatsApp contact are revealed in the app. You also receive a confirmation.

Do I pay inside the app or on the website?

You pay inside the app, through the standard Apple In-App Purchase (iOS) or Google Play Billing (Android) flow — the same secure checkout you use for any other app purchase. There is no website payment step and nothing to upload. (The old website-based payment flow has been retired.)

How much does it cost?

The unlock fee is shown on the native purchase sheet when you tap "Unlock", before you confirm. We do not publish the price elsewhere so we can revise it based on user feedback during launch.

Do I pay once for everything, or per person?

You pay per person. Each unlock reveals one match. If you want to unlock another person, you pay again for that person. There is no subscription and no time limit on a profile you've already unlocked.

I paid but the profile has not been unlocked. What do I do?

Unlocks normally apply within seconds of a successful purchase. If a profile is still locked:

Make sure the purchase actually completed — check for an App Store / Google Play receipt in your email or in your store account's purchase history.
Close and reopen the Clanpair app, or tap "Restore purchases" on the unlock screen, so the app re-checks your entitlements.
Confirm you are signed in to the same Clanpair account you bought the unlock on.

If everything looks correct and the profile is still locked, email admin@clanpair.io with:

Your registered email.
Your App Store / Google Play order number (from the purchase confirmation email).

We will investigate and respond within 7 working days.

Can I get a refund?

All unlock payments are final and non-refundable. We do not offer refunds as a documented policy. See Terms of Service section 5.5 for the full wording.

In the rare case of an exceptional dispute (for example, you paid twice in error), email admin@clanpair.io and we will review on a case-by-case basis. Any goodwill resolution we offer is at our discretion and does not constitute a refund policy.

Is there anything to cancel?

No. You pay per person, one-off — there is no subscription, nothing auto-renews, and nothing to cancel. A profile you have unlocked stays unlocked.

If you want to delete your account entirely, see "How do I delete my account?" above.

What payment methods can I use?

Unlocks are purchased through Apple In-App Purchase (iOS) or Google Play Billing (Android). You can use whatever payment method is set up on your App Store or Google Play account — for example a credit/debit card, a carrier-billing option, or store credit / gift-card balance. Apple and Google handle the checkout; Clanpair never sees your card details.

What if I was charged but something went wrong with the purchase?

Because the purchase is handled by Apple or Google, billing issues (a charge that did not complete, a duplicate charge, or a payment-method problem) are resolved through them. Check your App Store / Google Play purchase history first. If you still need help, email admin@clanpair.io with your store order number and we will assist.

Matching

How does matching work?

Once you have built your profile and completed the questionnaire, the matching algorithm looks at three things:

Hard filters that must match: your city and your declared area. Discovery is open across gender — within your city and area, every profile is eligible regardless of gender, and the counterparty's gender is shown on the anonymous match card before you unlock anyone. (An optional "same-gender only" filter preference is planned so you can narrow your own results if you prefer.)
Lifestyle compatibility scored from your quiz answers (sleep schedule, study or social preference, dietary preference, cleanliness, religious practice and tolerance, smoking, budget range, friend-energy preference).
University and academic fit when relevant (matches at the same university or in the same area are prioritised).

You see a ranked list of compatible profiles with a compatibility percentage and the specific lifestyle attributes you match on. Each match appears as an anonymous Clanpair member — you can see how compatible you are, but not who they are. To reveal a specific person's full profile and contact, you unlock them (see "Unlocking profiles and payment" above). Once unlocked, you have their WhatsApp contact and talk to them off-app. Clanpair has no in-app chat.

I do not see any matches. Why?

Possible reasons:

Low pool in your area. Some areas have few Clanpair users yet, especially in the early days. Try expanding to nearby areas in your Settings.
Strict filters. If you set very strict criteria (e.g. specific budget range + specific cleanliness level + specific schedule), the pool will shrink. Loosen one or two filters to see more.
You are early. Clanpair launches first at NUST H-12; users from other universities may be sparse initially. Tell your friends to sign up — bringing your network into Clanpair increases your match pool fastest.
Small pool overall. Discovery is open across gender, so your area pool includes everyone nearby regardless of gender. If your area still has few Clanpair users, the pool will be small. We are actively working on growing the user base in every area.

Can I match with someone in a different city or area?

In v1, matching is scoped to your declared city and area. We do not surface cross-city matches because the value of Clanpair is finding a roommate to share an actual hostel — across cities, that does not work.

You can update your declared city or area in your Settings if you are moving.

How do I see the full profile of a match?

The full profile (name, photos, contact details, full quiz answers) is revealed after you unlock that person. Before unlocking, the match is anonymous: you see the compatibility percentage and the matched attributes, but the identity and contact details are hidden. Unlocking is a one-time payment per person — see "Unlocking profiles and payment" above.

What if a match turns out to be inappropriate?

You can report the user (in the match details screen → menu → report). Reports go to our admin team and are reviewed within 24 hours. Reports remain anonymous to the reported user.

You can also remove the match from your list (see "Can I un-match someone?" below). If you have already unlocked someone and they behave inappropriately over WhatsApp, you can block them on WhatsApp directly, and you should still report them to us.

If you feel unsafe, see the Safety section below.

Can I un-match someone?

Yes. In the match details screen → menu → "Remove from matches". This hides the match from your list. It does not notify the other user.

Safety

How do I report a user?

In the match details screen, tap the menu icon and select "Report". You can choose a reason (harassment, fake profile, off-platform monetisation, sexual content, threats, other) and add a short description. Our admin team reviews every report within 24 hours.

You will receive an in-app or email confirmation when we act on your report.

What if I am being harassed?

Block on WhatsApp immediately. Contact between matched users happens on WhatsApp after an unlock, so block them there to stop further contact.
Report them to us with a clear description (in the match details screen → menu → report). Include screenshots if you can.
For threats of physical harm, email admin@clanpair.io with the subject "URGENT — Safety". We escalate urgent safety reports to the founder within 4 hours.
If you believe a crime has been committed, contact the Pakistan FIA Cyber Crime Wing: 1991 (helpline) or via the website at https://www.fia.gov.pk/cybercrime.

Clanpair will cooperate fully with any lawful investigation. Reported users are suspended pending review.

Are users really verified?

Every Clanpair user submits their CNIC when they sign up, and our admin team reviews each one manually. Submitting your CNIC gives you immediate full access; the review then happens in the background. The "verified" badge on a profile means we have completed that review and confirmed their identity matches a valid CNIC — it is a trust signal, not a gate on using Clanpair.

Verification confirms identity, not character. We cannot guarantee that a verified user is a good roommate. Always do your own due diligence — see the next question.

What should I check before meeting a match in person?

This is on you, not on Clanpair. Recommended:

Verify their university enrolment independently (ask for their student ID, check their university LinkedIn, ask if you have mutual friends at that university).
Meet first in a public, well-lit, populated place (a campus cafeteria, a busy restaurant, never in a hostel room or apartment alone).
Tell a trusted friend or family member where you are going and when you expect to return. Share your live location on WhatsApp during the meeting.
Ask detailed questions about lifestyle, finances, expectations, and house rules.
Visit the hostel together in advance of moving in. Do not commit sight-unseen.
Trust your gut. If something feels off, walk away. There is no rush.

What does Clanpair do about safety?

We:

Manually verify every CNIC submitted at sign-up (reviewed by our admin team in the background; the "verified" badge confirms a completed review).
Show each match's gender on the anonymous card before any unlock, so you always know the counterparty's gender before choosing to reveal them (an optional "same-gender only" filter preference is planned).
Hide identity and contact details until a match is unlocked, so matches are anonymous until you choose to reveal a specific person, and all contact happens off-app on WhatsApp — there is no in-app chat.
Review every report within 24 hours for the first 1,000 users (founder personally reviews).
Suspend reported users pending review for credible reports.
Cooperate with law enforcement under valid Pakistani legal process.

We do not:

Conduct background checks (no equivalent service in Pakistan).
Screen for criminal records.
Provide personal escort, safe-meeting locations, or other in-person services.
Guarantee any user's character or intentions.

Technical issues

The app keeps crashing

Try these in order:

Force close and reopen the app (swipe up from the multi-tasking view).
Check for an update in the App Store / Google Play. We push fixes regularly.
Restart your phone.
Reinstall the app. Sign back in with your registered email (we email you a 6-digit code). Your data is on our servers, not your device, so you will not lose your profile.
If it still crashes, email admin@clanpair.io with: your device model, OS version, app version, and a short description of what you were doing when it crashed. Crash logs are also sent automatically to our error-monitoring system (Sentry) — we will look there too.

I cannot upload my CNIC photo

Common causes:

File too large. CNIC photos must be under 10 MB. Most phone cameras produce smaller files, but if you have a very high-resolution image, take a fresh photo at standard quality.
Unsupported format. We accept JPEG, PNG, HEIC, and WEBP. We do not accept PDF or RAW formats.
Network too slow. CNIC upload requires a stable internet connection. Try moving to a stronger Wi-Fi or LTE signal.
Camera permission denied. Go to your phone's Settings → Apps → Clanpair → Permissions → enable Camera and Photos. Restart the app.

My push notifications are not working

Go to your phone's Settings → Apps → Clanpair → Notifications → enable all categories.
Confirm "Do Not Disturb" is not active.
In the Clanpair app, go to Settings → Notifications → confirm you have not muted in-app categories.
If notifications still do not arrive, sign out and sign back in — this refreshes the push token.
If the problem persists, email admin@clanpair.io.

The website is not loading

Try these:

Hard refresh the page (Ctrl+Shift+R on desktop, or pull-to-refresh on mobile).
Try a different browser or incognito mode (to rule out cached state).
Check your internet connection.
If clanpair.io appears down for multiple browsers and devices, please email admin@clanpair.io — we will investigate.

I unlocked someone but cannot reach them on WhatsApp

Clanpair has no in-app chat — after you unlock a person, you contact them on WhatsApp off-app. If you cannot reach an unlocked match:

Confirm the number. Open the unlocked profile in the Clanpair app and re-check the WhatsApp number shown.
They may not use WhatsApp on that number, or may not reply. We cannot compel any user to respond. The unlock reveals their contact; it does not guarantee a reply.
They blocked you on WhatsApp. This happens off-app and is outside Clanpair's control.
Account suspended. If your own account is under review, parts of the app are paused. Check your email for an admin message.

If the contact details shown for an unlocked person appear wrong or invalid, email admin@clanpair.io with your registered email and the match in question.

Privacy and data

What data do you collect about me?

The full list is in our Privacy Policy. In summary:

Identity (name, phone, email, CNIC). Your phone number is collected as your WhatsApp contact, shared only with people who unlock you.
Lifestyle quiz responses.
Profile photos.
Device and crash information.
Aggregated usage events.
Unlock purchase records (the App Store / Google Play transaction id and unlock entitlement; Apple/Google process the payment — we do not collect your card details).