FAQs

Why doesn’t the app recognise my number? 

Please ensure you input your number in the international format (+ country code/your number with no first ‘0’, no spaces between numbers). If you still can’t progress past this point, please contact us via [email protected]

What do I do if the security passcode you sent me gets rejected? 

Once you have successfully entered your mobile number, you’ll be sent a security passcode which you’ll need to enter as a 6-digit number. If the passcode does not work right away, please tap the Resend Passcode button beneath the Confirm button, and we’ll send you another. If it still isn’t accepted, then please contact us via [email protected]

What do I do if the app stops working? 

If the app is not working for any reason, please contact us via [email protected], and a member of our team will be happy to support you. 

Why can’t I send a message? 

To send and receive messages on Connecting Worlds Mentor, you will need to have a connection through your mobile network provider or access to Wi-Fi. Once matched, you should be able to see a messaging screen where you can send and receive messages and images. If you experience any technical difficulties, please contact us via [email protected], and a member of our team will be on hand to support you. 

Why is my phone stuck on the matching screen? 

It normally takes 15-20 seconds to be matched with someone who has the same specialism and goals. If you have been waiting longer than 3 minutes, please message us by navigating via [email protected], and a member of our team will be on hand to support you. 

I don’t want to use the app. How can I delete it from my phone? 

We’re sorry to see you go. Please let us know if you’d like to end the experience by contacting us via email at [email protected]

To uninstall the app, please follow the instructions below:

For iPhone: Press and hold the app icon on your home screen. An x should appear on the top left of the app. Tap on the x to remove the app. 

For Android: Select the Settings app from your home screen. Tap Apps & Notifications, then tap See all apps. Scroll down the list until you find Connecting Worlds Mentor, and tap it. Select Uninstall. 

How long will my match last? 

Your match will last for 12 weeks of communication. During this time, you will be able to actively send and receive messages and images with your match. 

Why has my message been returned? 

Occasionally, our moderators may flag a message and return them when there has been a breach of our Community Standards. In this case, please try sending a different message. You can see our community standards here.

Why has my match not responded? 

It can sometimes take your match a few days to respond to your message, but if it has been more than five days, please reach out to us by navigating to the More… section and selecting support. Type your message, and we can look into it for you.  

How long does it take for a message to be received? 

Messages sent and received on Connecting Worlds Mentor can often take between a few hours and a day to be delivered. This is because moderators translate and check all messages comply with our Community Standards before they are delivered to recipients. 

What kind of messages can I send and receive? 

If you have any questions about how to communicate on the app, you can take a look at our Community Standards. But it’s simple – be open and honest, and you’ll have the opportunity to build a genuine connection. 

How will UNHCR use my data? 

Use of the data you provide will be in full compliance with your country’s regulations. We will use the data you provide via the app to establish a communications channel between you and the person you’ve been paired with, and we will also enable you to see each other’s profiles to help facilitate your connection. The data you provide will not be used for marketing, and you will not be able to make contact with your match outside of the app. For full details, please see our privacy policy here.

What happens to my data after the Connecting Worlds Mentor experience? 

At the end of the experience, UNHCR will anonymize your data and use it to analyse the performance of the app only. After that, all data generated will be deleted six months after the time you finish using Connecting Worlds Mentor. 

Can I share photos or details of my connection on social media? 

This connection is personal and donors and refugees. Donors and refugees appreciate the one-to-one nature of the connection, and we have a duty to safeguard refugees. We request that both donors and refugees, therefore, refrain from sharing any content on social media about the following: 

• Names of refugees or their families, where they are based and photos of them or their profile. 
• Any pictures that your match may share with you. 
• Anything which makes it possible to identify people online – by name or location. 
• Screenshots of messages or of the Connecting Worlds Mentor app at all. 
• Details of your match’s circumstances 

While communicating on the app, we ask that all participants comply with our Community Standards.

Can I donate to the person with whom I’ve been matched? 

UNHCR cannot facilitate personal donations. However, you can rest assured that all donations using the Connecting Worlds Mentor app go towards funding scholarships for refugees.

Why are refugees interested in using this app? 

Connecting Worlds Mentor is a unique experience that connects young refugee students with people who are already established within their chosen field. It provides them with a chance to receive mentorship in various aspects of their career, from building confidence and dealing with stress to choosing specialisms to focus on. This is an opportunity for refugee students to gain invaluable insight that would not usually be available to them.

Do refugees themselves decide if they want to participate in the app? 

UNHCR ensures refugees have all the information available to make their decision to participate on the app and are reassured at every step of the process that it’s completely voluntary for people to participate or withdraw. Participating on the app does not impact the type of assistance that refugee students receive, and there are no financial rewards for participation. UNHCR has also set a number of Community Standards that refugees and mentors need to comply with, which ensures refugee protection. Also, there is a dedicated phone number that refugees can call, operated by a trained staff member for any enquiries during any stage of the project or after they have finished using the app. 

Were refugees consulted in the creation of this app? 

UNHCR takes the protection and care of refugees extremely seriously – it is at the heart of everything we do. Both refugees and supporters have been closely involved in the research and development of the app – welcoming the mutually beneficial opportunity to meet as equals and discover what they can learn from each other. Refugee students welcomed the opportunity to make direct contact with established professionals and gain insight into their chosen field of study. 

My question wasn’t answered here. What do I do? 
You can contact us by tapping on the More… section at the bottom right of the app and navigating to the Support section. From there, you can send us a direct message.

Where can I access the Terms and Conditions of Connecting Worlds Mentor? 

You can access the Terms and Conditions of the app here.

Where is the Privacy Policy for this app? 

The Privacy Policy of the app can be found here.

Where can I learn more about UNHCR’s work? 

You can learn more about UNHCR and its work at www.unhcr.org