OurTime.com Customer Care: The Definitive, Practical Guide

Official Support Channels and How to Reach Them

OurTime (a Match Group service designed for singles 50+) routes customer care through its online Help Center and in‑app support, not by telephone. As of 2024, there is no published, official customer support phone number for OurTime; the fastest path to assistance is the Help Center at https://help.ourtime.com. You can browse FAQs or submit a ticket by selecting a topic such as Account, Billing, Technical Issues, Safety, or Privacy.

From within the app or website: log in, go to Settings (gear icon) > Help/Help Center > Contact Us or Submit a Request. When you open a ticket, include the email tied to your account, your platform (Web, iOS, Android), country, and any relevant screenshots (error messages, receipts). Typical first-response times range from 24 to 72 hours; complex billing or safety investigations may take longer, but you’ll generally receive confirmation by email right away.

Billing, Subscriptions, Renewals, and Receipts

OurTime uses auto‑renewing subscriptions. The standard options vary by market but commonly include 1‑month, 3‑month, and 6‑month plans. Your renewal date is the anniversary of the original purchase timestamp, and canceling stops the next renewal but does not refund the current, already-started term. Deleting the app or your profile does not automatically cancel an in‑app subscription purchased through Apple or Google; you must cancel it in the same store you used to subscribe.

Web purchases are processed directly by OurTime (Match Group). Mobile purchases are processed by Apple (iOS) or Google (Android). Your card descriptor will usually include “OurTime” or “PM*OurTime” (PM = People Media, a Match Group company). To obtain invoices/receipts: for web purchases, go to Settings > My Account > Purchase History/Subscriptions; for iOS, check your Apple ID purchase history; for Android, check Google Play > Payments & Subscriptions. For refund requests made via mobile stores, use the store’s refund mechanism—Apple and Google decide those outcomes independently of OurTime.

• Cancel a web purchase: Log in on a browser > Settings > My Account > Subscription/Manage Subscription > Turn off Auto‑Renew. You’ll receive an on‑screen confirmation and a confirmation email when done.
• Cancel an iOS purchase: Open Settings on your iPhone/iPad > Tap your name > Subscriptions > OurTime > Cancel. Apple’s guide: https://support.apple.com/HT202039
• Cancel an Android purchase: Open Google Play > Profile icon > Payments & subscriptions > Subscriptions > OurTime > Cancel. Google’s guide: https://support.google.com/googleplay/answer/7018481

Refunds and Dispute Pathways

OurTime’s own policy generally does not offer refunds for partial periods that have already started, except where required by law. If you bought through the iOS App Store or Google Play, request a refund directly from the store: Apple at https://reportaproblem.apple.com and Google at https://play.google.com/store/account/subscriptions (then “Report a problem”). Store decisions typically arrive within a few days.

If a web purchase posted in error (for example, duplicate charges, renewed after you canceled on time, or fraud), open a Help Center ticket with the exact charge date, amount, last four digits of the card, and the billing descriptor shown on your statement. If you suspect card fraud and you do not have an OurTime account, contact your bank first to block/replace the card and then submit an OurTime ticket so they can search by the descriptor and transaction time. As a last resort, you can dispute the transaction with your bank; most banks require disputes within 60 days of the statement date, but earlier is better.

Account Access, Login Problems, and Compromised Accounts

If you can’t log in, first try password reset: on the sign‑in screen select “Forgot password,” then check your inbox (and spam/junk) for a reset email. If you no longer have access to the email on file, submit a Help Center request under Account/Login with proof of ownership (old email, approximate signup date, recent invoice/receipt, last login date, and any profile details that only you would know). Support may mask sensitive fields in replies for security.

Suspect your account is compromised if you notice unrecognized messages, profile edits, or logins from unfamiliar devices. Immediately change your password, log out of all devices if the option exists, and report the incident via Help Center > Safety or Account Security. Include timestamps and screenshots so Trust & Safety can investigate. If you see unauthorized purchases, follow the refund/dispute steps above and consider enabling alerts with your bank.

Safety: Reporting, Blocking, and What Happens Next

To report a member, open their profile or the message thread, choose More/Options, and select Report or Block. You can add details such as romance scam attempts, requests for money, off‑platform pressure, impersonation, or harassment. OurTime’s Trust & Safety team prioritizes reports that include clear evidence—timestamps, screenshots, and a concise narrative of what occurred.

After you submit a report, you may not receive a detailed case update (to protect privacy), but actions can include warnings, temporary suspensions, or permanent removals. Blocking a user immediately prevents further contact and removes your profile from their view. If you suffered a financial loss off‑platform, preserve all evidence and contact your local authorities; you can also notify the platform so similar patterns can be detected and stopped.

Privacy, Data Requests, and Deleting Your Account

You can hide your profile temporarily or permanently delete your account. Hiding makes you invisible but preserves messages and settings; deletion is irreversible and removes your profile data after processing. On the web: Settings > My Account > Profile Status > Hide or Delete profile. If you have an active subscription, deletion does not cancel billing—cancel first (see Subscriptions) and then delete.

To exercise privacy rights (GDPR/CCPA and similar laws), visit the Help Center and choose Privacy/Data Requests. You can request a copy of your data, correct certain fields, or ask for deletion. Use the same email that’s on your account and be prepared to verify identity. Processing times depend on jurisdiction; data access/deletion requests commonly complete within 30 days, though verification steps can extend timelines.

Escalation: When and How to Take the Next Step

If a ticket stalls beyond 5 business days, reply to the existing thread to keep it active and request escalation. Provide your original ticket number in the subject line, and consolidate all facts in a single message to avoid fragmenting the case. If you’re disputing billing, attach the statement snippet showing the descriptor, the date, and the amount.

For mobile‑store purchases, escalate inside the store’s ecosystem if initial outcomes are unfavorable: Apple’s “Report a Problem” portal allows follow‑ups, and Google Play provides appeal links in decision emails. For web billing that remains unresolved, you can open a formal complaint via the Help Center under Billing > Other or contact your card issuer to explore a chargeback; supply proof of cancellation timing, confirmation emails, and any correspondence.

Pro Tips to Get Faster, Better Outcomes

• Always cancel in the channel where you bought: Web on OurTime; iOS in Apple Subscriptions; Android in Google Play. Save the on‑screen and email confirmations.
• Attach specifics to tickets: email on file, country, device, app version, exact error text, charge date/amount, and the billing descriptor (e.g., “PM*OurTime”).
• Time matters: submit billing disputes within 60 days of the statement date; request mobile‑store refunds within a few days for best odds.
• Separate “delete” from “cancel”: Deleting a profile does not cancel a store subscription. Cancel first, then delete if you wish.
• Preserve evidence: screenshots of messages/profiles and payment confirmations materially speed up safety reviews and billing fixes.

Quick Reference: Links You’ll Actually Use

OurTime Help Center and Support: https://help.ourtime.com (Submit a request via Contact Us).

Apple Subscriptions and Refunds: https://support.apple.com/HT202039 and https://reportaproblem.apple.com

Google Play Subscriptions and Refunds: https://support.google.com/googleplay/answer/7018481 and https://play.google.com/store/account/subscriptions