You have enthusiastically opted for Premium, but after a successful purchase your account was not immediately activated? 

This may be due to the fact that information related to your purchase was sent by your payment provider with a delay. We kindly ask for your patience.

Sometimes it helps to log out and then in again to see your Premium profile.

Still can’t see anything?
Then it’s time to contact us. Contact our Customer Care Team and explain the problem as clearly as possible.

Once the purchase has been made, you will normally receive a confirmation email from your payment provider. If you can’t find it, log in to your account with the selected payment provider to view the relevant payment receipt there. 

To ensure that your request can be processed as quickly as possible, please attach a screenshot of the payment receipt to your request, with the following information visible:

• - Purchase date
• - Transaction number
• - Email address that you used to register on LOVOO

Please note that we will be unable to assist you without the above information.
 

Did you make the purchase via iTunes?

A Premium membership is always linked to the profile via which it was purchased. If a new profile is subsequently created, this Premium status will not be transferred automatically. Please also note that deleting a profile does not automatically terminate an existing subscription.

How to activate an existing Premium membership on your new profile:
1) Close the app, then restart it
2) Click on "Profile" in the lower menu bar and then on the "Become a Premium Member now" button
3) Scroll all the way down and click on "Restore purchases now"
4) Close the app again, and restart it

Now one of the following can happen:
a) Your Premium membership is activated for your current profile. However, this is only possible if the profile for which Premium status was previously activated has already been deleted.
b) Otherwise, you will receive a message that your Premium membership is still linked to another active profile. You will also be given the e-mail address of this active profile. To transfer the Premium status to your current profile, please contact our Customer Care Team and provide this e-mail address. You are also welcome to attach a screenshot of the message you received.

If neither of these cases apply, please contact our Customer Care Team and attach a screenshot of the proof of purchase from iTunes. You should have received a confirmation with the proof of purchase from iTunes in an email after your purchase. If you cannot find it, please log in to your account with your payment provider. The proof of purchase is also stored there.