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Manage Premium

  • Renewing Premium

    If you treat yourself to a Premium subscription, it will be automatically renewed. So you don't need to worry about renewing the subscription yourself.

    The total amount for the booked term is always collected at the beginning of the corresponding period by your chosen payment provider (PayPal, GooglePlay or Adyen).

    Note: If you choose the payment method Sofortüberweisung or Paymentwall, no subscription will be concluded and your membership will end automatically after the booked term has expired. You can check your payment details and the selected term in your account with the respective payment provider.

  • Renewing Premium

    If you treat yourself to a Premium subscription, it will be automatically renewed. So you don't need to worry about renewing the subscription yourself.

    The total amount for the booked term is always collected by iTunes at the beginning of the corresponding period.

  • Premium has not yet been activated

    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.

  • Cancellation

    Under applicable law, you have the right to cancel your purchase within 14 days. If you wish to exercise this right or object to a multiple or incorrect booking by Google Play, Paymentwall, Adyen or PayPal, please send the following information to our Customer Care Team:

    • Email address with which you are registered with LOVOO
    • Purchase date
    • Transaction number
    • Email address with which you are registered with your payment provider (if not identical to your LOVOO email address)

    You will find the necessary information on the payment provider's proof of purchase. After a purchase, you will usually receive a confirmation email from the payment provider (PayPal, GooglePlay or Adyen) with the payment receipt and the transaction number. If you can no longer find this email, log in to the payment provider's account to view the corresponding payment receipt.

    Please note that we cannot process your request without this information.

  • Cancellation

    Under current law, you have the right to cancel your purchase within 14 days. If you wish to exercise this right or object to a multiple or incorrect booking, please proceed as follows.

    In principle, LOVOO cannot cancel your subscription for you. When you take out a Premium membership, a binding contract is concluded between you and iTunes. LOVOO therefore does not have the legal authority to terminate this contract on your behalf or to revoke it.

    For the revocation, we ask you to contact the support of Apple iTunes.

    Here you will find instructions on how to deactivate the automatic renewal of Premium subscriptions at LOVOO.

  • Cancel Premium

    You want to first see if you like Premium and stop automatic subscription renewal? Or you have already found someone special and you want to delete your account?
    Then it’s probably time to end your Premium membership.

    Attention: If you delete your LOVOO profile, your subscription will not be automatically canceled. As the purchase contract was concluded via a payment provider (PayPal, GooglePlay, Stripe or Adyen), you must cancel the Premium subscription with this payment provider.

    Once you cancel your Premium membership, your Premium benefits remain active until the end of the period you have already paid for. For example, you can cancel on the same day that you purchase Premium – your membership will remain active for the term already paid for. When it expires, your profile will continue to be available with all basic functions.

     

    How to terminate your Premium subscription:
    Automatic renewals for Premium accounts can be canceled up to 24 hours before the end of the subscription term.

    •  Google Play:

    You can cancel subscriptions via Google Play as described in these instructions.

    If this does not work, contact payments.google.com. There you can view and manage all Google subscriptions.

    Have you paid via your cellphone invoice? In this case, please contact payments.google.com.

    • PayPal:

    If you signed up for a Premium subscription via PayPal, you can easily cancel it in your PayPal account:

    1. Log in to www.paypal.com.
    2. Tap the gear icon in the top right.

    You will then receive a confirmation that the cancellation was successful.

    • Adyen (credit card)

    You can cancel a Premium subscription you signed up for via Adyen directly in the app.

    1. Go to "News" (bell symbol in the bottom right corner).
    2. Alternatively, you can send your most recent Adyen purchase receipt to our Customer Care Team with a request to cancel.
    3. Use the "LOVOO Premium" button under your profile photo.
    4. Scroll all the way down and tap on the "Manage subscription" button.
    5. You can cancel your subscription with the "Cancel subscription" button.

    Click on the gear symbol at the top right to access the settings.

    • Stripe (credit card) :

    Currently, subscriptions you signed up for via Stripe can only be cancelled on our website.

    1. To do so, log in on the website.
    2. Click on the gear wheel at the top right to access the settings.
    3. Select "Premium".
    4. Click on "Cancel subscription".
    5. Follow the subsequent instructions from Stripe.

    Alternatively, you can send your last proof of purchase from Stripe to our Customer Care Team with a request to cancel your subscription.

     

    Note: If you pay using Sofortüberweisung or Paymentwall, no subscription is concluded and your membership ends automatically after the period has expired. You can check your payment details, such as the selected term, in the account of the respective payment provider.

  • Confirm the query "Cancel automatic payments" and your subscription is canceled.
  • You can cancel a with Adyen purchased premium subscription directly in the app.
  • In the top bar, select "Payments" and then go to "Manage direct debit payments" at "Display".
  • Cancel Premium

    You want to first see if you like Premium and stop automatic subscription renewal? Or you have already found someone special and you want to delete your account?
    Then it’s probably time to end your Premium membership.

    Warning: If you delete your LOVOO profile, your subscription will not be automatically terminated. You need to deal with this separately with your payment provider with whom you concluded your purchase agreement.

    When you terminate your membership, your profile will remain in Premium mode until the end of the term. For example, you can terminate on the same day that you get Premium and your membership will be secure for term you have selected. Once the term is over, your profile will still be available with all basic functions.

    But how?

    How to terminate your Premium subscription:
    Automatic renewals for Premium accounts can be terminated up to 24 hours before the term expires.

    • iTunes:

    If you click on this link you will find instructions on how to disable automatic subscription renewal with iTunes.

    •  Google Play:

    You can cancel subscriptions via Google Play as described in these instructions.

    If this does not work, contact payments.google.com. There you can view and manage all Google subscriptions.

    Have you paid via your cellphone invoice? In this case, please contact payments.google.com.

    • PayPal:

    You can easily cancel premium accounts that were purchased via PayPal directly in your PayPal account:

    1. To do this, log in on www.paypal.de.
    2. Tap the gear icon in the top right.

     

    • Open your profile (human symbol in the top left corner).

    Scroll all the way down and tap the “Manage subscription” button.

    1. Go to "My Likes" (heart symbol in the bottom right-hand corner).
    2. Alternatively, you can send your most recent Adyen purchase receipt to our Customer Care Team with a request to cancel.
    3. At the moment you can only cancel subscriptions via Stripe on our website.
    4. To do this, log in on the website.

    Click on the gear symbol at the top right to access the settings.

    • Follow the further instructions of Stripe.

    Note: In the case of payment methods Sofortüberweisung or Paymentwall, a subscription is not concluded and your membership will end automatically upon expiry of the booked term. You can check your payment details, as well as the selected term, in your account of the respective provider.

    1. To do so, log in on the website.
    2. Click on the gear wheel at the top right to access the settings.
    3. Follow the subsequent instructions from Stripe.

    Note: If you pay using Sofortüberweisung or Paymentwall, no subscription is concluded and your membership ends automatically when the period expires. You can check your payment details, such as the selected term, in your account with the respective payment provider.

  • Click on "Cancel subscription".
  • Choose "Premium".
  • Stripe (credit card):
  • Confirm the query "Cancel automatic payments" and your subscription is canceled.
  • Your active subscriptions are displayed in the next window. Select the LOVOO GmbH subscription. In the window that opens, tap on "Cancel" on the right.
  • In the top bar, select "Payments" and then go to "Manage direct debit payments" at "Display".