Don't panic. If you logged in and your profile looks blank, you've probably created a duplicate account by accident and signed into the wrong one. It happens more than you'd think, and it's almost always fixable.
This usually happens when you sign in with a different login method than you originally used (like Facebook instead of Apple, or a different email). The platform reads it as a new user and walks you through signup. Your real profile, with all your friends and references, is still out there.
Here's how to track it down.
Step 1: Locate Your Original Account
A few things to try:
- Check your email for past notifications or messages from Couchsurfing. The address they were sent to is most likely tied to your active profile
- Try a different login method. If you usually use Apple, try Facebook or Google, or vice versa. One of them is the one you actually signed up with
- Try other email addresses or phone numbers you may have used when you first signed up
- Visit a Couchsurfing friend's profile and look for your name in their friends list or references
- Search your username or name in a search engine. If your profile is publicly visible, it might pop up in results
Step 2: Deactivate the Empty Account
Once you've tracked down your original account, deactivate the empty one. Having multiple accounts is against our Terms of Service, and tidying up keeps things clean for the community.
On mobile:
- Tap Library
in the bottom navigation bar
- Tap your profile
in the upper right corner
- Tap Settings
- Tap Deactivate Account
- Follow the on-screen prompts to confirm
On the web:
- Click your profile
- Click Settings
in the upper right corner
- Click Deactivate Account
- Follow the on-screen prompts to confirm
A Couple Things to Know:
- Deactivation is temporary and reversible. Your data is kept, so if you change your mind later, you can reactivate. If you'd rather permanently remove the account, use Delete Account in Settings instead
- Not sure which account is the duplicate? Reach out to support before deactivating anything. We'll help you sort out which is which
Still Can't Find Your Account?
If you've tried everything and still can't track down your profile, contact our support team. To help us locate it, share as much of the following as you can:
- The name on your active profile
- Your date of birth
- The email address tied to your active profile
- Any other email addresses you may have used in the past
- Links to your profile or to members you've exchanged messages or references with
Don't worry if you can't gather all of it. Just send what you have, and we'll take it from there.
Need more help? Get in touch. You can also reach us anytime through Settings → Contact Support.