Question 1

How can I cancel the automatic renewal of my subscription?

Accepted Answer

Met your special someone? Need a break? Whatever the reason, you can cancel your subscription any time up to 48 hours before it renews.

Simply click your profile pic at the top-right of any page, and select “My account settings”. Once there,

Select “Manage my subscription”.

Follow the cancellation process ensuring that you select "continue" or "confirm" when asked.

You will reach the online confirmation notification that states "The automatic renewal of your subscription has now been cancelled".

Once that's done,

We'll email you to confirm.

You can continue using your subscription until it expires.

Once it expires, no more payments will be debited by us.

Question 2

Can I transfer my subscription to another profile?

Accepted Answer

If you wish to stop using the website, we wouldn’t be able to transfer your subscription to a friend. Please note that if you delete your account, you will lose access to the paid services.

If you instead want to suspend your profile, you can reactivate it in one click and continue using your subscription until the original expiry date.

Question 3

When does my subscription expire?

Accepted Answer

All your subscription information can be found in the “My account settings” section. To get there, simply click on your avatar/profile photo at the top right of every page.

Once there, navigate to the “My Subscription” area where you can view your expiry date or if you have opted for the instalment plan you can also see when your next payment is due. Here, you can also manage your automatic renewal and view your purchase history.

Question 4

Why are photos blurred even though I have paid?

Accepted Answer

Hidden photos are only found on the affiny website. So, if you’re seeing these, it is likely that you have an account with us there. If you want to view member profiles and take full advantage of affiny’s services, simply choose the subscription that best suits your needs at "www.affiny.co.uk".

Please note that match and affiny are two different websties, and so a subscription to one will not cover you for both.

Question 5

Why is it suggesting I subscribe even though I have already paid?

Accepted Answer

There are several reasons why this may happen:

Your subscription has not been recognised by the system. You may fix this by logging out and back in via the website or app.

Your subscription was registered to another profile. Perhaps you have created more than one profile on the site and you are logged in to one without a subscription. If this is the case, delete without a subscription to prevent any future confusion.

Your subscription was registered on our sister website “affiny”. The match and affiny websites offer different services and payment to one doesn’t include access to the other. If you think this has happened and you’ve paid for the wrong one, please feel get in touch with our Customer Care team.

Question 6

Where can I find my subscription information?

Accepted Answer

All your subscription information can be found in the ‘My account settings’ section.

To get there, click on your avatar/profile photo on the top-right of every page and then click on "my account settings".

The “My subscription” area includes:

the package information and the extras linked to your account,
your subscription’s expiry date,
a “View payment history” to view payments you have made until now.

Your subscription is renewed automatically to ensure you do not miss out on any potential matches. You can cancel the renewal, at the earliest, 24 hours after your payment has been processed, and up to 48 hours before the subscription renewal date.

Question 7

How soon after paying can I use the paid services?

Accepted Answer

Your subscription will be activated as soon as you see confirmation that your payment was successful on your screen.

If you’re unable to get access, please first log out and back in to your account. If you’re out of luck, contact our Customer Care team and we’ll do our best to find out what’s happened.