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What should I do if I can't read or send emails even though I have a subscription?

There are several reasons why this may happen:

  • Your subscription has not been recognised by the system. You may fix this by logging out and back in via the website or app.
  • Your subscription was registered to another profile. Perhaps you have created more than one profile on the site and you are logged in to one without a subscription. If this is the case, delete without a subscription to prevent any future confusion.
  • Your subscription was registered on our sister website "matchaffinity". The match and matchaffinity websites offer different services and payment to one doesn't include access to the other. If you think this has happened and you've paid for the wrong one, please feel get in touch with our Customer Care team.

There may be several reasons why you cannot find an email that a member sent you:

  • The email has been accidentally deleted from your inbox. You can always recover it by going to the 'Emails' section via the menu bar. Go to the 'Emails deleted' and click 'Restore' on the relevant message.
  • The profile of the member who sent the email may have been suspended or deleted. If the profile has simply been suspended, the email will reappear when the person reactivates their account. If the profile has been deleted, the emails sent and received will have been deleted and you will not be able to recover them.

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