Your account

Ask support to delete it permanently. Once it’s done, you’ll get a confirmation email.

1. Log in to your account and open the support page, or use the form at the bottom of this page with your account email.
2. Ask for your profile to be permanently deleted.
3. If you have a card subscription, ask in the same message for the auto-renewal to be canceled too.

Deletion can’t be undone. Your photos, texts and all your profile information are erased and can’t be recovered. To come back, you’ll have to create a new account and go through approval again.

If you just want a break, deactivate your account: that way you can come back whenever you like.

The reason for the suspension is in the email you got when the account was blocked. The most common reasons are:

• being under 18;
• receiving several reports;
• asking your card issuer for a chargeback, saying you don’t recognize the purchase;
• using photos that aren’t yours;
• being rude or offensive to other members or to support;
• using the site for illegal or commercial activity;
• using vulgar or sexual language in messages or descriptions;
• not sending the verification that support asked for by email;
• having a registered email that breaks the Terms and Conditions of Use;
• offering, accepting, asking for or mentioning escorting or sex work.

All of these reasons are in the Terms. To find out what to do, see how to ask for a review.

Reply to the suspension email or write to us through the form at the bottom of this page with your account email. If the reason is a pending verification, send what the email asked for.

1. Read the suspension email all the way through: it tells you the reason and, when it applies, what to send.
2. If verification was requested, send exactly the document or selfie asked for, with your face and details readable.
3. Use the same email as the suspended account, so support can find your profile.

Opening several requests for the same case won’t speed up the reply: they get merged into one. When a suspension is permanent, because the rules were broken, it isn’t reviewed, and support doesn’t share the details of the review.

Update the app or reload the page and try again in another browser; if the error continues, let support know with a screenshot.

1. Check your internet connection.
2. Update the app or, in the browser, reload the page.
3. Log out and log back in.
4. Try another browser or another device.

If none of that works, write to us through the form at the bottom of this page with:

• a screenshot of the screen showing the error;
• your device, operating system and the browser or app you use;
• the date and time it happened;
• what you were trying to do.

With that, support can see the same error you see and reply faster.

You deactivate your account yourself in the settings, and it’s kept until you come back.

1. Log in to your account and open “Settings”.
2. Select the “Visibility” tab.
3. Tap “Deactivate account”.

While your account is deactivated, none of your profile information is shown to other members, and you don’t appear in any list. Your data and photos are saved, unchanged.

If you want to keep using the site without showing up in searches, you may prefer to hide your profile. If you want to leave for good, see how to delete your account.

Just log in again with your email and password: reactivation is automatic. This works both if you used “Deactivate account” and if you asked support for a temporary deletion.

1. Go to the login page.
2. Log in with your email and password.
3. In the box that appears, confirm that you want to reactivate your account.

Your profile comes back right away, with your details and photos as they were, and you can talk to other members again. If you asked for permanent deletion, the account doesn’t come back: you’ll need to sign up again.

On the login screen, tap “Forgot your password?” and follow the link sent to your email. First, log out of the account on any device where it’s still open.

1. Go to the login page.
2. Tap “Forgot your password?” and enter your account email.
3. Open the “Reset Password” email and click the link.
4. Type your new password twice and tap “Save new password”.

If the email doesn’t arrive, check your spam, junk and Promotions folders, or search your inbox for “Reset Password”. Your password must be at least 5 characters long and can include letters, numbers and special characters. Avoid your date of birth and phone number.

If you’re a Sugar Daddy and have used your ten free messages, you need a subscription to keep going. Sugar Babies always send messages for free, so for them the reason is something else.

Here’s what to check:

1. Sugar Daddy: make sure your subscription is active or that your payment was confirmed.
2. Check that your profile has been approved and isn’t in Edit Mode.
3. Update the app or reload the page.

If none of that explains it, write to us through the form at the bottom of this page with a screenshot and the name of the profile you tried to message.

In “Settings”, on the “Visibility” tab, choose “Invisible”. You disappear from lists and search and can keep using the site as usual.

1. Open the menu from your photo, in the top right corner.
2. Go to “Settings” and open the “Visibility” tab.
3. Select “Invisible”.

With your profile invisible, you don’t appear in lists or searches, but people you’ve already exchanged messages with can still see your profile. To show up again, repeat the steps and choose “Visible”.

If you have an account, log in and open the support page. If you can’t log in, use the form at the bottom of this page.

To get help faster:

• write from the same email registered on your account, or include that email;
• send everything in a single message, with screenshots if there’s an error;
• for payment issues, send the receipt.

Sending the same question several times won’t get you an answer sooner: repeated requests are merged into one. Before writing, it’s worth checking the frequently asked questions, where you’ll find answers to the most common questions.