unplan.me
Knowledge · When you need help

Troubleshooting

Who this is for: anyone whose link, code, notification or plan is not doing what they expect. Find your question and follow the steps.

Pairing links look like unplan.me/j/ followed by a short code. Try these, in order:

  1. Check the whole link came through. A cut-off code does not work. The app says This link doesn’t work if it cannot find it.
  2. If the link opened inside another app (Instagram, WhatsApp, Messenger), tap Open in browser.
  3. Links last 14 days. If it says This link has expired, ask your partner to send a fresh one.
  4. Ask your partner to open This week and use Change partner or the send button to make a new link. A new link makes the old one stop working, so use the newest one.
  5. If it says You’re already paired, you are paired with someone else. To join a new partner, unpair first in Us. See unpairing.
  6. If it says That’s your own link, the link is meant for your partner’s phone. Send it to them.
  7. If it says This plan is already for two, someone has already joined through that link. Each couple gets one link. If that is a surprise, ask the person who sent it.

Signing in by email? Use the 6-digit code from the email. There is no link to tap.

The sign-in code did not arrive

  • Wait a few seconds. It usually arrives quickly.
  • Check your spam folder. The code screen shows the sender’s address to look for.
  • Check the address. If you typed it wrong, tap Use a different email.
  • Tap Send a new code. There is a short wait between codes, and the screen counts it down. If you asked for too many, the last code you were sent still works.
  • Always use the newest email. Older codes stop working.
  • That code has expired? Send a new one and use the newest email.

If none of that works, contact help.

I keep being asked to sign in

unplan keeps you signed in on a phone until you press Sign out. If it asks again:

  • iPhone, after adding unplan to your home screen: the home-screen app is kept apart from Safari, so sign in once more inside it with a new code. After that it remembers you.
  • You only use unplan in Safari, not from the home screen: Safari forgets sites you have not opened for a week. Add unplan to your home screen to avoid that (getting started).
  • Your phone cleaned up its storage, or you cleared the browser’s site data: sign in again with a code.
  • Use Send a new code, not an old email: only the newest code works.

If it happens often on the same phone, contact help and say which phone and browser you use.

I get no notifications on my iPhone

On iPhone, notifications only work for apps you have added to your home screen, and only after you allow them with a tap.

  1. You need iOS 16.4 or later.
  2. Open app.unplan.me in Safari, tap Share, then Add to Home Screen, then Add.
  3. Open unplan from the new icon, not from Safari.
  4. Tap Allow notifications, then Allow.
  5. Check Us → Notifications. Notifications on this phone should say On, and Push notifications should be switched on.
  6. If it says Blocked, open your iPhone’s Settings → Notifications → unplan and allow them.
  7. Check that you have not muted the reminder you are missing. See notifications.

If you have signed out and back in, open Us → Notifications to check this phone is set up again.

The Thursday plan always comes by email as well, so you will not miss it. On Android, notifications also work in the browser, but the home-screen app is faster.

I did not get Thursday’s plan

Look for the email first. It arrives at 6 PM your city’s time. Then check these:

  • Is your partner in yet? Until they join, your first plan stays sealed and ready. It opens the moment they join. Send the link again from This week.
  • Did you skip this week? This week says Skipped · streak kept and you can tap Undo the skip until the plan seals on Thursday at 6 PM.
  • Did you get a message that your rules are too tight? Open it. See when your rules are too tight.
  • Is your home base in a city where unplan is open? If not, the app shows the waitlist. See changing your city.
  • Does the app say your week did not load? Tap Try again. If it says the planner is not answering, wait a moment and try again.

The app shows the wrong city

Your city follows your home base.

  1. Open Us → Shared guardrails.
  2. Check Home base. Tap it and search again if it is wrong.
  3. Your partner sees the change too, since guardrails are shared. It applies from the next sealed plan.

If your new home base is not in a city where unplan is open yet, you will join that city’s waitlist. See changing your city.

My partner is not responding

  • You cannot see how your partner voted, only whether they have. On This week, their card says Seen the teaser · no vote or Hasn’t opened it yet.
  • Tap Nudge and your partner’s name. You can nudge once a week, and only after you have voted. The message never says how you voted.
  • We also remind them on Thursday evening if you have voted and they have not.
  • Voting closes about 24 hours before your date (the teaser shows the exact time). If you have not both said yes by then, the night becomes a free at-home plan, so you still have something to do.
  • If they have not joined yet, tap Send your partner the link again or Show a QR code to scan on This week.
  • Their phone may not be showing notifications. Ask them to check Us → Notifications, or look for the Thursday email.

The plan looks wrong

  • The rules. Guardrails are hard limits. Plans never go past your radius, your budget, how you get around, your food rules, No alcohol, or your free nights. Check Us → Shared guardrails. If a plan really broke a rule, contact help.
  • I changed a rule and the plan did not change. Changes apply from the next sealed plan, not to a plan that is already sealed.
  • The plan is simple, or it is at home. Free plans use at-home and low-cost ideas. If you stayed in, or you did not both vote before the vote closed, you get a free at-home plan. See Keep the Spark.
  • The weather or a closure changed things. We may swap one stop. You can Keep the original anyway for a rain swap, before that stop starts. See Plan B.
  • Times show in 24-hour, or distances in miles or kilometres. Open Us → Units & time to change how your own screen reads.
  • Plan text is in English and my setting is Español. A sealed plan is written in the language you both share. If you do not share one, it is in English. See language.
  • No table was held. Held tables come with Keep the Spark or Set up this date, and only where a venue agrees. If a table falls through, we tell you.
  • We were sent somewhere we had been. We do not send you to a place within 12 weeks, or to one you rated Not really. If it happens, contact help.

I paid but the Spark is not on

After you pay, the app can say Confirming with Stripe… for a few seconds. If it says Still confirming, your receipt email is proof of payment. The Spark turns on as soon as the payment is confirmed. If it does not, contact help.

My gift code did not work

  • Check you typed it fully. It looks like GIFT-XXXXX-XXXXX. Capital letters and spaces do not matter.
  • If the app says the code was already used, someone has redeemed it.
  • If it says the code has expired, it was not redeemed within a year of being bought.

See gift codes. If you think the code is right, contact help.

How to contact help

In the app: Us → Help and reports → Write to us (a person answers by email; see Help and reports). Or write to the help address on unplan.me/help. To keep spam bots out, the address appears after a quick check that you are a person.

Tell us:

  • Which phone you use (iPhone or Android).
  • What you see on the screen.
  • What you expected to happen.

Please do not send us your sign-in code.

Running a venue? Use the venues address on the same page. See for venues.