---
title: "Frequently asked questions"
description: "Quick answers about signing in, invitations, notifications, showings, Matchai Energy, connectors, Matchai Cloud, privacy and deleting your account."
last_updated: "2026-10-21"
lang: "en"
canonical: "https://matchai.co/docs/guide/faq"
---

# Frequently asked questions

> Quick answers about signing in, invitations, notifications, showings, Matchai Energy, connectors, Matchai Cloud, privacy and deleting your account.

Source: https://matchai.co/docs/guide/faq

If your question is not here, write to `support@matchai.co`. A person reads every message. Include the email address on your account and what you were doing when the problem happened.

## Your account [#your-account]

<Accordions>
<Accordion title="My broker invited me. How do I get in?">
Open the invitation link your broker sent you first. Then sign in with the email address the invitation was sent to: with Google or Microsoft if that address is with one of them, or with a password. The invitation is accepted as soon as you are signed in. See [Create your account](https://matchai.co/docs/guide/getting-started/create-your-account).
</Accordion>
<Accordion title="I cannot sign in">
On the sign-in page, choose **Email**, then **Forgot password?**, and enter your email address to get a reset link. If the email does not arrive, check your spam folder. If you usually sign in with your mobile number, choose **Phone** and we text you a code instead.
</Accordion>
<Accordion title="Where are the properties my broker sent me?">
The properties you kept are under **Saved**. Everything your broker sent you, in order, is in your conversation with them under **Messages**.
</Accordion>
<Accordion title="I am getting too many emails or notifications">
Choose what you are notified about, and how, under **Notifications** in your settings. Every email Matchai sends also has an unsubscribe link at the bottom.
</Accordion>
<Accordion title="How do I book a showing?">
Open the property and request a showing. Your broker confirms the time or proposes another one, and you get a reminder before it. See [Calendar](https://matchai.co/docs/guide/calendar).
</Accordion>
</Accordions>

## Energy, connectors and billing [#energy-connectors-and-billing]

<Accordions>
<Accordion title="What is Matchai Energy, and what uses it?">
Energy powers the AI work Matchai does for you, such as creating a listing automatically from your photos. Most of Matchai uses none: messaging, search, your calendar, your contacts and your website never do. Your Energy shows as a battery in **Settings → Energy**, where you can also claim a free daily dose each day. Energy you buy never expires. See [Matchai Energy](https://matchai.co/docs/guide/energy-and-billing).
</Accordion>
<Accordion title="What happens if an AI job fails?">
You get the Energy back automatically, into the item it came from. The job shows as **Refunded** under **Usage**. There is nothing to do.
</Accordion>
<Accordion title="Can I buy Energy in the iPhone or Android app?">
No. The app does not sell anything: the store and **Billing** do not appear there. Purchases are made on the web at `matchai.co`, and what you buy is in the app straight away. See [Matchai Store](https://matchai.co/docs/guide/energy-and-billing/matchai-store).
</Accordion>
<Accordion title="How much do connectors cost?">
Each connector is $5 a month. You pay for a connector slot, not a particular service, so you can disconnect one service and connect another in its place without paying more. Cancel slots in **Settings → Billing**. See [Matchai Connectors](https://matchai.co/docs/guide/connectors).
</Accordion>
</Accordions>

## Files and privacy [#files-and-privacy]

<Accordions>
<Accordion title="Can a notary or a client send me documents without an account?">
Yes, with a drop link. In Matchai Cloud, open the listing or the person the files are for, choose **Ask for files**, and send them the link. They add their files on a simple page with no sign-up, and the files go straight into that place. They cannot see anything else. See [Sharing and drop links](https://matchai.co/docs/guide/cloud/sharing-and-drop-links#drop-links).
</Accordion>
<Accordion title="Who can see the files in my Matchai Cloud?">
Your files are private by default. Only you and the people who work with you on that listing, team, project or conversation can open them. A document becomes public only if you publish it on a listing's page, or add it to your Matchai Page. See [Matchai Cloud](https://matchai.co/docs/guide/cloud).
</Accordion>
<Accordion title="Can my clients see the notes I keep about them?">
No. A lead, a client or a peer can see that they are connected with you, but never what you record about them: your notes, the details you entered, their stage or their budget. See [Privacy and security](https://matchai.co/docs/guide/privacy-and-security).
</Accordion>
<Accordion title="Is my data used to train AI models?">
Your content is sent to Matchai's AI providers only to produce what you asked for, and Matchai's agreements with them do not allow it to be used to train their models. The [privacy policy](https://matchai.co/privacy) gives the details, including the one exception and how to opt out of it.
</Accordion>
<Accordion title="How do I report someone, or stop them contacting me?">
Report a message by right-clicking it on a computer, or pressing and holding it on a phone, then choosing **Report message**. In a conversation's details, you can **Report this person** or **Block** them. Matchai never tells the person that you reported them, and reviews every report within 24 hours.
</Accordion>
<Accordion title="How do I delete my account?">
Open **Settings → Account** and choose **Delete account**. Matchai shows what will be removed before anything happens. Deletion is permanent and cannot be undone. If you cannot sign in, write to `support@matchai.co` from the address on the account. See [Create your account](https://matchai.co/docs/guide/getting-started/create-your-account#delete-your-account).
</Accordion>
</Accordions>

## Sitemap

- [Every page of Matchai Docs](https://matchai.co/docs/sitemap.md)
- [llms.txt](https://matchai.co/docs/llms.txt)