Log-in help and contact

Log in here

Log in to the members' area

Use the email address you signed up with and your password. Check Caps Lock is off before you type it. If your browser or phone has saved an old password, type the new one in by hand.

It's worth bookmarking the log-in page. Typing the address yourself, rather than clicking links in emails, is also the safest habit (more on that below).

Forgotten your password

1. Go to the log-in page.
2. Choose the password reset option.
3. Enter the email address you joined with.
4. Open the email and follow the link to set a new password.

If the email doesn't turn up within a few minutes, look in your junk or spam folder. Still nothing? You may have joined with a different address. Search each of your inboxes for earlier emails from the members' area; whichever inbox has them is the address you used.

If your sign-in is flagged

Now and then a sign-in looks unusual to the system, for instance when it comes through a VPN or the account has been flagged. You may then be asked to verify your identity with a photo ID and a selfie. The check is run by an outside provider, LEM Verify. If you use a VPN and would rather not do the check, try signing in with the VPN switched off.

Watch out for fake log-in emails

Scammers sometimes send emails that look like they come from a dating site, asking you to "confirm your account" or "unlock a message". Don't click. Go to the log-in page yourself instead. In the UK you can forward suspicious emails to report@phishing.gov.uk, the National Cyber Security Centre's reporting address, and scam texts to 7726. Our safety guide has more on spotting scams.

Billing, cancelling and deleting

• Statement name: charges appear under the billing name shown at checkout.
• Stop renewal: Settings > Billing, then turn off renewal.
• Delete your account: open your avatar, then Settings > Delete Account. Turn off renewal first.

Prices, refunds and what the free account includes are on the prices page.

Contact the help centre

For anything about your account, payments or a member, use the members' help centre. It helps to include:

• the email address on your account (never your password)
• what you were trying to do and what happened
• for a payment, the date and amount on your statement.

Reporting a member. If someone asks for money, is abusive or seems to be using fake photos, send the profile name and screenshots of the messages to the help centre. Then stop replying. If you've lost money, follow the reporting steps in our safety guide.

Reporting an error on this website. Use the same help centre and tell us which page and what's wrong. We'll check it against the source and put it right.

New here rather than locked out? Start with how the site works.