Frequently Asked Questions

If you are not receiving the verification code through SMS, please try reseeding it or verify using the automated call verification option. You can also verify using our Facebook account.

For detailed steps, please refer to the following articles:

• Verify Using Phone Call
• Verify Using Facebook
• Resend Verification SMS

Some devices automatically enter the verification code that is sent via SMS.

If you can see your friends and chats lists after starting SUCHAPP, it means your account has been successfully verified.

If an error message appears during the verification process, please try restarting the app and your device. Please note an error message may appear if you stay on the verification screen for too long.

If the issue persists after doing so, please see the following articles:

• Register using a phone number
• Facebook Verification

If you are still experiencing difficulties even after following the above, please contact us via the following form.

• Problem Report Form

The same SUCHAPP account cannot be used on multiple smartphones. Each phone number and email address can only be used on one device. If you verify Suchapp on another device using the same phone number, the account on your previous device will be deleted automatically and you will no longer be able to access it.

You can use the same account you use on your smartphone on your PC or iPad by logging in with your email address on the respective versions for PC and iPad.

Unfortunately there is no way to check your password that will be required to transfer your account.

If you do not remember your password, please reset it by referring to the steps below:

1. Tap Log in.
2. Tap Forgot your password?
3. Enter the email address that was registered to your SUCHAPP account.
4. Tap OK.

If you are not able to use your email address and do not remember your password, you will not be able to use them to transfer your account after changing devices or reinstalling the app.

If your SUCHAPP account is linked with Facebook, you will be able to transfer it using your Facebook account.

• Linked with Facebook
• Not Linked with Facebook

If you are not receiving the password reset email, please check the following:

• Is your registered email address entered correctly?
• Did you enter an email address different from the one you registered?
• Are you trying to send the password reset email repeatedly within a short period of time?
  Please wait approximately 24 hours between attempts.
• Was the email sent to your spam, junk, or other folders?
• Do you have settings in place to only receive emails from certain domains? If so, please add “line.me” to your list of accepted domains.
• Does the email address you are using comply to RFC standards?
  The following are examples of email addresses that do not comply to RFC standards.
  • Addresses with a dot (.) right before the @ symbol: [email protected]
  • Addresses with consecutive dots (.): [email protected]
  • Addresses that begin with a hyphen (-):- [email protected]

If your SUCHAPP account is linked with Facebook, you will be able to transfer it using your Facebook account.

Transferring an account with Facebook

Not Linked with Facebook

If you cannot recall your email address when changing to a new device or reinstalling the app, you will not be able to use it to transfer your account.

If your SUCHAPP account is linked to a Facebook account, you can use it to transfer your account.

• Linked with Facebook
• Not Linked with Facebook

There is a limit on the number of users you can add as a friend, and who can add you as a friend.

If the message “Sorry, the account you are trying to add cannot accept any more friends.” appears when you try to add a user, it means they cannot be added as a friend because they have already been added by too many other users.

To automatically add the contacts saved on your phone as friends, please refer to the following steps to confirm your SUCHAPP settings:

For iOS Users

Privacy Settings:

1. Go to your device’s Settings > Privacy > Contacts.
2. Turn SUCHAPP ON.

If LINE is not shown after tapping Contacts, please restart your device.

Your SUCHAPP Settings

1. Go to More > Settings.
2. Tap Friends.
3. Turn on Add Friends.

If the option is already turned on, tap the refresh button next to the last synced date to manually sync your contacts.

If you have removed a friend and want to add them back to your friends list, you cannot use the auto add feature to do so.

Note: Even if you go to More > Settings > Friends, and tap the icon next to Last Auto Add, the friend will not be added back to your friends list.

If you added the friend by syncing your contacts, their name will appear the same as in your phone’s contacts list.

Note: Their SUCHAPP display name will appear under their name in your contacts in a smaller font on the profile pop-up.

For this reason, if your friend cancels the phone number you have in your contacts, or if the number in your contacts is wrong, a different person (the current owner of that phone number) will be displayed on your SUCHAPP friends list under your friend’s name.

If any of the following cases apply, please check your friend’s phone number by contacting them using a means other than SUCHAPP.

Issues happening on your device

• If an account with your name is appearing on your friends list, please check if you have yourself saved in your contacts with an old phone number.
• If a friend who does not use SUCHAPP is appearing on your friends list, please check if your friend’s phone number in your contacts is correct, and if you still have their old phone number.
• If the name of a friend on your friends list suddenly changed, please check if you have changed their name in your contacts.
• If you tried chatting with a friend, but they turned out to be a different friend, please check if you have added multiple phone numbers for that friend in your contacts.

Issues happening on your friend’s device

• If you are told by a friend that they see your account even though you don’t have one, please check if your friend has an old phone number of yours in their contacts.
• If you signed up for a new phone number and were displayed as a friend on a stranger’s SUCHAPP account, the stranger may have the previous owner of your phone number in their contacts.
• If another account with your name is displayed on your friend’s friends list, please check if your friend has an old phone number of yours in their contacts.

If all of your friends have stopped appearing

You may have minimized your friend’s list. Please tap the light gray bar that says “Friends (number)” on the Friends tab to display them all again.

If only some of your friends have stopped appearing

When a friend deletes their SUCHAPP account, they will be removed from your friend’s list. To find out about the status of your friend’s account, please check with them directly.

Please also check if you have blocked or hidden the friend that has stopped appearing using the steps below:

1. Go to More > Settings.
2. Tap Friends.
3. Tap Hidden Users or Blocked Users.

Your contacts on SUCHAPP are listed as “friends.” When you add someone as a friend, you can chat with them and invite them to groups. If you are mutual friends, you can also make voice calls with each other.

Note: Voice calls are not supported on some devices.

Your friends who have phone numbers saved in your contacts list and are using SUCHAPP will be added as friends automatically when you first sign up.

To prevent automatically adding friends and being added as a friend, please turn OFF Add Friends or Auto Add Friends, and Allow Others to Add when signing up.

You can add up to 10,000 friends.

There is a limit on the number of users you can add as a friend, and who can add you as a friend.

If the message “Sorry, the account you are trying to add cannot accept any more friends.” appears when you try to add a user, it means they cannot be added as a friend because they have already been added by too many other users.

If you are having issues with adding friends using ID search, please check the following settings.

If Your Friend Cannot Find Your ID

1. Go to the More or “…” tab > Settings > Profile, or tap Profile below.
2. Turn on “Allow Others to Add by ID.”

Profile

If You Cannot Find Your Friend’s ID
Your friend may not have enabled “Allow Others to Add by ID.” Please ask them to check their settings.

To prevent abuse of the ID search feature, we suspend its use when you search too many times in a given period of time. We cannot provide any details about how long your account is suspended for due to security reasons.

To add someone whom you are already chatting with as a friend, please follow the steps below.

1. Tap the group name or member’s names at the top of the chat.
2. Tap the row of icons that appears.
3. A list of members in that chat will be displayed. Tap the user you want to add, then Add.

To add friend recommendations as friends:

1. Tap here to access your Friend Recommendations.
2. Tap the + button to the right of the friend you want to add.

Reasons Why Users are Displayed as Friend Recommendations

• They have your phone number in their contacts, but you do not have theirs.
• They know your ID and searched for you using it.
• They are in a group or multi-person chat that you are also in, and added you from the members list.
• A friend of yours sent your contact info to them in a chat, and they added you.
  Please note that when a friend sends you as a contact, the recipient can only see your SUCHAPP display name, profile photo, and “What’s Up?” message.

How you were added by that recommended friend may be stated in the following cases.

• They added you using your phone number.
• They added you using your SUCHAPP ID.

It will not be stated in the following cases.

• They are in a group that you are also in and added you from it.
• A friend of yours sent your contact info to them, and they added you.

If you have “Auto Add Friends” turned on, and someone in your contacts is displayed under Friend Recommendations, they may have the following settings configured.

Auto Add Friends:

On Allow Others to Add: Off

The names displayed in your friend recommendations are the SUCHAPP display names they configure. If you are not sure who someone in your friend recommendations is, please check with them directly.

The following happens when you hide a friend.

• You can still receive chat messages from them.
• They will not be displayed on your friends list, and will be moved to the Hidden Users list.
• You will see their profile and Timeline updates.

Steps to Hide a Friend

1. Go to the Friends tab
2. Tap Edit at the top left.
3. Select the friends you want to hide.
4. Tap Hide.

Steps to Unhide a Hidden Friend

1. Go to the More or “…” tab > Settings, or tap Settings below.
2. Tap Friends.
3. Tap Hidden Users.
4. Tap Edit to the friend you want to show again.
5. Tap Display to unhide the friend.

The following happens when you block a friend.

• You will no longer receive chat messages or voice and video calls from them.
• They will be moved from your friends list to your Blocked Users list.

Steps to Block a Friend

1. Go to the Friends tab
2. Tap Edit at the top left.
3. Select the friends you want to block.
4. Tap Block

Steps to Unblock a Friend

1. Go to the More or “…” tab > Settings, or tap Settings below.
2. Tap Friends.
3. Tap Blocked Users.
4. Tap Edit to the friend you want to unblock.
5. Tap Unblock.

Removing a friend deletes them from your friends list, and unlike blocking, cannot be undone. Please be careful when removing a friend you cannot contact otherwise.

Before you remove a friend, you need to hide or block them

Hiding Friends

Blocking Friends

Steps to Remove a Friend

1. Go to the More or “…” tab > Settings, or tap Settings below.
2. Tap Friends.
3. Tap Hidden Users or Blocked Users.
4. Tap Edit by the user you want to remove.
5. Tap Remove.

How your friend’s name will appear on your SUCHAPP account will depend on your or your friend’s settings. There are two possibilities:

1. If you added the friend by syncing your contacts list, the name registered in your device’s contacts list will be displayed.
2. If you manually changed the friend’s name on your friend’s list, the manually changed name will appear. This will change the friend’s name on your friend’s list only.

Changing your display name or profile photo

Profile photo

Your friend’s profile photo will be the one that they set from their profile screen.
You can change your own profile photo but you cannot change your friend’s profile photo.

Steps to Change Your Display Name

1. Tap Profile below.
2. Tap Display Name.
3. Enter the display name you want to change to, then tap Save.

Steps to Change a Friend’s Display Name

1. Go to the Friends tab.
2. Tap the friend whose name you want to change.
3. Tap the pencil icon on the profile pop-up.
4. Enter a name and tap Save.

Changing Your Profile Photo

1. Tap Profile below.
2. Tap the image at the top left, then select where you want to upload the photo from.
3. Trim the photo if necessary, then tap OK.

You cannot change your friends’ profile photos.

If a SUCHAPP friend is registered using their phone number, the name that they are saved with in your contacts will be displayed. If they are not registered using their phone number, the display name they set in SUCHAPP will be displayed.

If you add a friend who is saved in your contacts using their ID, the display name they set in SUCHAPP will be displayed.

If the friend whose name does not appear properly is saved in your device’s contacts list, it is possible their name contained an emoji when it was saved.

Check your contacts list. If your friend’s name was saved with an emoji, please try deleting it.

If the issue persists after trying the above, please refer to the following steps:

1. Go to More > Settings.
2. Tap Friends.
3. Turn ON Add Friends.

Note: If the option is already turned ON, tap the refresh icon next to the last synced date to manually sync your contacts.

You can invite friends who have yet to sign up for SUCHAPP using the steps below.

1. Go to More > Add Friends > Invite.
2. Select whether to invite your friend by SMS or Email.
3. If you selected SMS, friends without the SUCHAPP icon displayed by their name can be invited. If you selected email, friends with the “Invite” icon displayed by their name can be invited.
4. Select the friend you want to invite and tap Invite.

Important Notes

• Invitations will be sent using the SMS or email feature on your device. If your friends do not receive the invitations that you send, please check with your mobile service carrier or email service provider.
• The invitation message will include your SUCHAPP display name.

You can create groups to chat together with multiple friends. Unlike multi-person chats, you can name groups and also use notes and albums. Members of a group can also add one another as friends or chat individually.

Please follow the steps below to create a group:

1. Go to More > Add Friends > Create a Group.
2. Enter a name for the group, then select the friends you want to add.
3. Tap Save.
4. An invitation will be sent to the friends you added. When each friend selects Join, they will become a member of the group.

Note: Until a friend joins, they will be shown under Pending Members.

1. Go to the group chat you want to invite new friends to.
2. Tap “V”.
3. Tap “Invite”.

You can also use the “Add” button on the group’s main page.

You can invite Unlimited friends per group.

You can cancel a group invitation by following the steps below.

1. From the chat screen tap the V icon on the upper right of the screen.
2. Tap Members.
3. Tap Edit.
4. Next to the member’s name tap the delete button > Delete.

If you want to be invited to the group again, please tell a member to cancel your invitation and then invite you again.

• Tap the group you want to view the posts or albums for on your friends list, then Posts or Album on the group profile.
• Tap the posts icon at the top right of the group chat.
• Tap the Timeline menu icon at the top right of the Timeline, then the icon of the group you want to view the posts or albums for.

You can create group notes by following the steps below.

To post notes from a group:

1. Tap the group you wish to post to under the Friends tab.
2. Tap Notes.
3. Tap the Pencil icon on the bottom right of the screen.

To post notes from Timeline:

1. Tap Timeline.
2. Tap What’s New?
3. Tap Friends, Public, or Only Me on the top of the screen to open the Privacy Settings.
4. Tap the group you wish to post to.

If you wish to post an image, you can also use the Album feature, which is specifically for posting and viewing images.

You can add photos to an album by following the steps below.

1. From the chat screen tap the V icon on the upper right of the screen.
2. Tap Albums.
3. Tap the album you wish to post an image in.
4. Tap the + button on the lower right of the screen.

Group posts on your Timeline are only visible to members of the group. Non-members will not be able to see them.

You can only delete group notes that you created.

1. Tap a group under the Friends tab.
2. Tap Notes.
3. Tap the post you wish to delete.
4. Tap the edit button (the three dots) at the upper right of the screen.
5. Tap Delete.

1. Go to the Friends tab, then select the album you want to delete.
2. Tap Albums followed by the album you want to delete.
3. Tap the triangle next to the album name, then Delete Album.

1. Go to the Friends tab.
2. Select the group.
3. Tap Albums.
4. Select the photos you want to save from the album.
5. Tap Save.

Important Notes

• Deleted data cannot be restored.
• If you delete something, a notification will be sent to the group chat notifying other members that you did so.

Steps to Delete Photos from a Group Album

1. Go to the Friends tab.
2. Tap the group name.
3. Tap Albums.
4. Tap to open a photo you want to delete.
5. Tap and hold the image.
6. Tap Remove.

1. Go to the Friends tab.
2. Tap the name of the friend or group.
3. If the album is with an individual friend, tap Chat > “V” > Albums. If the album is with a group, tap Albums.
4. Tap the album you want to rename.
5. Tap the album name. If no album name is set, the date it was created will be shown instead.
6. Tap Rename Album.
7. Enter a new name and tap Save.

• Maximum albums per group: 100
• Maximum photos per album: 1,000
• Maximum photos per upload: 100

Your notes, albums, and photos will not be deleted if you leave a group. If there is any data you wish to delete, please do so before leaving the group.

When a group member deletes their account or leaves the group, a message saying “(friend’s display name) left the group.” will appear.

To leave a group:

1. Tap the name of the group you wish to leave under the Friends tab.
2. Tap either Chat, Notes, or Albums.
3. Tap the Settings icon on the upper right of the screen.
4. Tap Leave > OK.

Even if you decline a group invitation, you will still be displayed as a pending member in the group. To have yourself removed from the group completely, the friend who invited you will need to cancel your invitation.

Newly added group members will be able to see all posts and albums added to the group before they joined, but not previous chat messages.

You cannot delete data posted by members who have left the group.

A group is deleted automatically when all members leave. If there are multiple members in the group, you will need to remove all of them using the steps below before the group can be deleted.

1. Go to the Friends tab.
2. Tap the group you want to delete.
3. Tap the member icons, Posts, or Albums.
4. Tap Members.
5. Tap Edit, then Remove next to each member.

Your chat history is saved in the app on your device. For this reason, you cannot carry over or restore your chat history in the following cases.

• If you deleted your chat history.
• If you uninstalled then reinstalled your SUCHAPP app (including restoring the app from backup).
• If you changed to a new device.

If you are having problems sending or receiving messages, please try the following steps.

• Update your SUCHAPP app from Updates section.
• Restart your device.
• Go back to the list of chats, then open the chat you are having problems with again.

Please note that sometimes it may take a while for a chat message to show up after you receive the notification.

If the app crashes when sending messages, there may not be enough memory on your device. Please try the following steps.

• Close all running apps
• Restart SUCHAPP
• Restart your device

If the app crashes every time you open a specific chat, the only way to solve the issue is to delete the chat history. Please back up chats with lots of messages regularly.

To edit or delete a post, please follow the steps below.

1. Tap the post you want to edit or delete.
2. Tap the three dots at the top right.
3. Select Edit Post or Delete Post, then tap OK.

You can only edit and delete posts you created yourself. Currently, only text can be edited.

To delete an album, please follow the steps below.

1. Tap the album you want to delete.
2. Tap the name of the album.
3. Tap Delete Album.

It may take some times to send, receive, and display images, videos, and audio messages. Images are only stored on our servers for a certain period of time, after which they can no longer be received. We are unable to provide details about how long images are stored.

By tapping the thumbnail received in a chat, you can save the image in your SUCHAPP app. To save it in the default gallery app on your device, please tap Save after opening the image.

Images saved in the SUCHAPP app will become unavailable if you delete the app’s cache using a cache clearing app.

For problems with images, videos, and audio messages, please try the following.

1. Close all running apps.
2. Restart your device.
3. Update your OS.
4. Delete any unneeded apps and data on your device.

You can create groups to chat together with multiple friends. Unlike multi-person chats, you can name groups and also use notes and albums. Members of a group can also add one another as friends or chat individually.

Please follow the steps below to create a group:

1. Go to More > Add Friends > Create a Group.
2. Enter a name for the group, then select the friends you want to add.
3. Tap Save.
4. An invitation will be sent to the friends you added. When each friend selects Join, they will become a member of the group.

Note: Until a friend joins, they will be shown under Pending Members.

A group is deleted automatically when all members leave. If there are multiple members in the group, you will need to remove all of them using the steps below before the group can be deleted.

1. Go to the Friends tab.
2. Tap the group you want to delete.
3. Tap the member icons, Posts, or Albums.
4. Tap Members.
5. Tap Edit, then Remove next to each member.

Multi-person chats are group-like chat rooms created by inviting friends to a 1-on-1 chat.

With normal groups, a user that was invited cannot participate in the group unless they select Join. However, with multi-person chat rooms, you can immediately start chatting with friends who were invited.

Multi-person chats easily allow you to communicate with a number of friends; however, features found in 1-on-1 and group chats (such as Notes and Albums) cannot be used.

If you’d like to share things like information and photos with friends in a multi-person chat room, we suggest making a group out of that multi-person chat.

We are sorry to say that you cannot change the title of a multi-person chat.

If you create a group out of a multi-person chat room, you can set any title you’d like as long as it’s within 20 characters.

The suggestion feature helps you find emoji and stickers that match words you enter. This feature currently offers support for English, Japanese, Spanish, Traditional Chinese, and more. Even more languages will be added in the future.

Only the default free emoji and stickers and some paid stickers are supported. Support for more stickers will be added in the future.

To turn suggestions on or off, please follow the steps below.

1. Go to the More or “…” tab > Settings > “Chats & Voice Calls.”
2. Tap Display Suggestions, then turn Display Suggestions on or off.

If you are having problems with free voice calls, the following may be to blame.

1. Your friend is not a SUCHAPP user.
2. You may be using an older version of SUCHAPP.
3. One of you may be blocking the other.
4. You have “Receive Voice Calls” turned off.
5. You are not mutual friends. Voice calls cannot be made if only one of you has the other as a friend.

If you are experiencing issues with video calls, it may be because:

1. Your friend is not a SUCHAPP user.
2. You are using an older version of SUCHAPP
3. One of you has blocked the other.
4. You have Allow voice calls turned OFF in the SUCHAPP settings.
5. You have not both added each other as friends.
   Note: Video calls cannot be made if only one of you has added the other as a friend.
6. Your device does not meet the recommended specifications.

As voice and video calls are made over an internet connection, you may not be able to hear the other party, or they may sound broken up in the following cases. Please ensure that you have a stable internet connection.

The following are the main causes for such problems.

1. You are connected to a Wi-Fi network accessible by the general public.
   (We recommend using a 3G or 4G network.)
2. You are updating apps, or uploading or downloading files.
3. The signal is weak.
4. Some router settings are affecting your connection.

Notifications for incoming calls may not appear correctly depending on your connection. Please ensure that you have a stable internet connection.

Your notifications settings may also be incorrect. Please refer to the articles below for details.

SUCHAPP users can make free voice and video calls with their friends.
Making Calls from the Friends List1. Tap the friend you want to call on your friends list.2. Tap Free Call or Video Call on the pop-up that appears.

Making Calls from ChatsYou can make calls from chats using any of the following methods.- Tap the call button next to the message entry bar, then Free Call.- Tap your friend’s profile photo, then Free Call or Video Call on the pop-up window.- Tap “V” at the top right of the chat, then Free Call or Video Call.

If you are using a 3G network, you may be charged for the data used for the call. We recommend using a flat-rate data plan. If the call quality is low, please try using a Wi-Fi connection.

The following specs are required to use SUCHAPP’s free voice and video calls.

Free Voice Calls- iOS: The following devices with iOS 4.3 or higher iPhone 4 or higher, iPod Touch 4th generation or higher, iPad 2 or higher- Android: Android OS 2.2 or higher

Free Video Calls- iOS: iOS 6.0 or higher- Android: Android OS 2.3 or higher video calls are only supported on the three OSes above.

If you are using a 3G network, you may be charged for the data used for the call. We recommend using a flat-rate data plan. If the call quality is low, please try using a Wi-Fi connection.