Troubleshooting: common issues and fixes

I didn't receive my verification or confirmation email

• Check spam and Promotions tabs. Most missing emails are filtered there.
• Wait a few minutes, email delivery can take up to 5 minutes during peak times.
• Confirm the email address on your profile is the one you actually check. Typos here are common.
• Add noreply@domuhq.cz to your contacts so future emails go to inbox.

Still nothing after 30 minutes? Email support@domuhq.cz with your registered email and we'll trigger a manual resend.

My password reset link doesn't work

The link expires after 1 hour for security. Go back to the sign-in page and request a new reset. The new link replaces the old one; only the most recent link works.

I can't connect, message, or apply

Most common cause: identity verification isn't complete yet. Profile → My Hub → Verify Now. Run through the Didit flow (ID + selfie, usually under 2 minutes). The actions unlock the moment the badge appears.

Other possibilities:

• You're on DomuBasic. These actions require DomuPlus or above. Profile → My Hub → Manage Subscription.
• The other user has blocked you. You'll see no clear error, just that messaging is disabled. Try a different conversation; if it works there, it's a block.
• The other account is deactivated. Look for "User unavailable" on the profile.

I have very few roommate matches

• Finish your personality assessment if you haven't (Profile → My Hub → Profile Score should be 70+ for solid matching).
• Add lifestyle preferences and hobbies to your profile.
• Re-take the quiz if your circumstances changed recently (new job, change in work-from-home frequency, new pet). Match scores update across the platform immediately.
• Widen your move-in window and neighborhoods, narrow filters cut your pool sharply.

The Squad join button is missing

Squad join works differently by type:

• Open Squads, direct join, you'll see a Join button.
• Semi-Open Squads, you'll see Request to Join. The admin approves or declines.
• Private Squads, invite-only. No public join button. The admin sends you an invite link/code.

If you have a code but no Join button anywhere, paste the code at Squads → Join by code.

Contract signing is stuck

• Each signer gets their own DigiSign link by email. Check spam.
• The host has to upload and sign first. If they haven't, no one else can sign. Nudge the host via chat.
• Czech parties: use BankID. Expats: use SMS 2FA. Pick whichever is fastest, both meet the legal signature level.
• If DigiSign won't load, try a different browser or incognito mode.

Still stuck after 5 days? Both parties can download, sign manually, and upload the signed PDF back to Track Application to keep the pipeline moving.

I'm logged out repeatedly

• Clear your browser cookies and sign in fresh.
• If you're using a privacy-mode browser (Brave shields, Firefox enhanced tracking protection), DomuHQ session cookies may be getting cleared. Add domuhq.cz to your browser's exception list.
• Multiple-device sign-ins are fine; we don't sign you out from one device when you sign in from another.

My profile photo isn't uploading

• Max file size is 10 MB across every upload surface, profile photos, listing photos, chat attachments, and report evidence. Most modern phone photos exceed this; try a different photo or resize first.
• Supported formats: JPG, PNG, WebP. HEIC (default iPhone format) is not accepted; convert to JPG before uploading. On iPhone, Settings → Camera → Formats → Most Compatible saves new photos as JPG by default.
• On a slow connection, the upload can time out. Try again on Wi-Fi.

Something else is broken

Two paths:

• Bug or odd behavior? Profile → Help & Support → Report a Problem, describe what you saw and expected.
• Account-specific issue (billing, lost data, identity verification stuck)? Email support@domuhq.cz with your registered email and a description. Replies within 24 hours; urgent (subject "URGENT") within 2-4 hours.