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Manage Premium

  • Renewing Premium

  • Renewing Premium

  • 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.
     

    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.

  • Cancellation

    • Transaction number

  • Cancellation

  • 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.
    3. In the top bar, select "Payments" and then go to "Manage direct debit payments" at "Display".
    4. 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.
    5. Confirm the query "Cancel automatic payments" and your subscription is canceled.

     

    • 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. Stripe (credit card):
    4. At the moment you can only cancel subscriptions via Stripe on our website.
    5. 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. Choose "Premium".
    4. Click on "Cancel subscription".
    5. 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.