Question 1

How do I unregister after meeting someone on the site?

Accepted Answer

We hope you’ve met someone and you’re getting on well, but maybe you’re not quite sure yet that they’re the one. Suspending your profile is a great option if you might need your profile again in the future. Here’s how you do it:

Log into your account via a computer and go ‘My account settings’ by clicking your profile picture at the top right of any Ourtime page.

If you think you’ll be away for a while, make sure you cancel your automatic renewal first so you don’t continue to get charged. You can do so by clicking 'My subscription' and then ‘Manage my subscription’. If you have opted for the instalment plan you may have payments left to make.

2. Click ‘Suspend my account ’ under ‘Help’ to the left of the page. Then click ‘Suspend my account’ to confirm. We’ll send you an email to confirm. You can reactivate your account any time by clicking on the link in this email, or just logging into Ourtime.

Question 2

How do I delete a profile that has been hacked?

Accepted Answer

If you think your account has been hacked, please take action as soon as possible.

If you can still log into your account

Change the password on your profile immediately, followed by the password for your personal email account. Then log out and in again from all the devices you use to access these services.

If you can no longer log into your account

Create a new profile using a different email address and a new password. Once you have created your new profile, take a few moments to contact Customer care. You will need your old screen name and your new Customer ID number, which you can find in the "My account settings" section.

The person handling your request will then be able to close the old account and transfer your subscription to the new account.

We also recommend that you:

Choose a complex password with at least one letter, one digit and one special character.

Make sure you log out of the website if you're accessing your account from a public place.

Never forward or share the email alerts with others.

Question 3

How do I delete my profile?

Accepted Answer

You can delete your account via the "My account settings" section, which can be found by moving your mouse over your username at the top-right of any website page.

Click on 'Suspend my account' on the left hand side of the page.

At the bottom of the following page, you'll see a second option to delete your account entirely which can be found under the "Suspend my account" button. Click on the "To delete your account click here" link.

Follow the process until you receive a confirmation on your screen and via email.

You will lose access to your account and your profile will disappear from the website within 24 hours. If you want to keep your account with us, you can choose to "Suspend" your profile instead.

If you have an active subscription then the renewal will be cancelled automatically. If you have opted for the instalment plan you may have payments left to make.

And if you have met that special someone on the site, you can share your experience with other members via the "Success stories" section, found at the bottom of the Ourtime landing page before you log in.

Question 4

What do I need to do to stop receiving messages from the website?

Accepted Answer

If you no longer wish to receive alerts on your personal email address, you can deactivate them in the "My account settings" section.

Simply untick the alerts you no longer wish to receive and click the "Save" link to confirm your changes.

Question 5

How can I suspend my profile?

Accepted Answer

To suspend your profile, go into "My account settings" and click "Suspend my account" on the left of the screen. Then click "Suspend my account" to confirm your request.

To access "My account settings", click on your avatar/profile photo in the top-right of every page.

If you have a current subscription, it is possible to cancel the automatic renewal before you suspend your profile - otherwise your subscription will continue as normal.

What happens when my profile is suspended?

You will receive a confirmation email.
Your profile will disappear from the website within 24 hours and you will no longer receive email alerts from us.
Your profile information will be kept, but other members will no longer be able to view it.

You may then reactivate your profile at any time. Recover all of your personal data by using your login information to connect to the site and confirming the reactivation, or by clicking the link in the confirmation email.

If you have met someone special on the website, tell other members your story in the "Success Stories" section!

Question 6

I have a current subscription. How can I unsubscribe and delete my profile?

Accepted Answer

You can suspend your profile when logged into a desktop.

If you log in on a computer, go to the “My account settings” page. On the left of the next page click on "Suspend my account" then click on the pink "suspend my account" button and follow the instructions.

Suspending your profile does not cancel your automatic renewal. You can cancel that on the “My account settings” page by logging in on a computer. From here click on "My subscription" and then "Manage my subscription" and follow the instructions. If you have opted for the instalment plan you may have payments left to make.

If you are still within the initial 14 day cooling off period and would like a refund, please contact the customer care team directly and they will be happy to help.

If you want to permanently close your account, click on "suspend my account" and then click on "To delete your account click here". You will be asked to fill in your email address and password and then click on "Confirm".

Or you can contact our Customer Care team. Your account manager will then delete your profile and send you an email confirmation.

Question 7

How can I make my profile invisible?

Accepted Answer

If you want your profile to no longer be visible on the website, you can suspend or unregister it.

You can suspend your profile when logged in on the desktop version of the site.

If you log in on a computer, go to the “My account” page.

All of your details are kept and you can reactivate your profile at any time.

However, unregistering your profile means your details are permanently deleted. This operation cannot be done on the website.

If you want to close your account, you need to contact our Customer Care team. Your account manager will then delete your profile and send you an email confirmation.