OurTime Customer Care: An Expert, Up‑to‑Date Guide for 2025

OurTime is a Match Group service built for singles 50+, and its customer care runs primarily through in‑app and web channels rather than by phone. This guide explains exactly how to get help, what to expect for response times, how billing and refunds work on the web vs. Apple/Google, and how to handle safety, privacy, and account deletion. It’s written to save you time and reduce back‑and‑forth with support.

As of 2025, the fastest way to resolve account‑specific issues (billing, login, safety, impersonation, or technical glitches) is to submit a request through the Help section in the app or via the “Help/FAQ” link in the footer of the OurTime website for your country (for example, ourtime.com in the U.S. or ourtime.co.uk in the U.K.). OurTime does not advertise a general customer service phone number; avoid third‑party numbers you find online to protect your personal and payment details.

How to Reach OurTime Support (U.S., Canada, U.K., and EU)

In the app: open the main menu (profile icon), choose Help/Support, browse the topics, and select Contact Us or Submit a request. Include your registered email and the device you’re using (e.g., iPhone 14 iOS 17.5, or Chrome on Windows 11) to streamline troubleshooting. Most tickets receive an acknowledgment within minutes and a human reply within 24–48 hours during business days.

On the web: sign in at ourtime.com (U.S./Canada) or your local site (e.g., ourtime.co.uk), then scroll to the footer and click Help or FAQ. Use the guided contact form for billing, safety/reporting, or technical issues. If you cannot sign in, use the “Can’t log in?” or “I don’t have access to this email” path to verify ownership; expect an email verification code or identity prompts.

If you purchased through Apple’s App Store or Google Play, OurTime support can answer product questions but cannot cancel or refund those purchases directly. Apple and Google manage subscription billing, renewals, and refunds on their platforms. See the Billing section below for exact steps and links.

Billing, Subscriptions, Renewals, and Refunds

OurTime offers recurring subscriptions in typical terms of 1, 3, and 6 months. Prices vary by region, currency, and promotions. As a 2025 reference point in the U.S., standard web prices often fall in the range of about $15–$35 per month depending on term length (longer terms cost less per month). Add‑ons like profile boosts are usually priced as one‑time purchases. The exact price and tax are always shown at checkout, and your card statement descriptor typically reads similar to PM*OURTIME or OURTIME.COM.

Auto‑renew is on by default. To turn off renewal on the web: go to Settings (gear icon) > Subscription > Manage > Turn off auto‑renew, and confirm. On iPhone/iPad, open Settings > Apple ID > Subscriptions > OurTime > Cancel. On Android/Google Play, visit play.google.com > Payments & subscriptions > Subscriptions > OurTime > Cancel. For third‑party platforms (Apple/Google), you must cancel there—canceling inside OurTime won’t stop the external renewal.

Refunds depend on where you purchased. Web purchases: OurTime generally treats subscriptions as non‑refundable after they start, but support may consider partial or courtesy refunds case‑by‑case (for example, duplicate charges). U.K./EU web purchases may have a 14‑day withdrawal right under consumer law; if you’ve begun using paid features, a pro‑rata deduction commonly applies. Apple App Store refunds are requested at reportaproblem.apple.com and are subject to Apple’s policies. Google Play offers self‑service refunds within a short window in some cases, or you can contact Google support; OurTime cannot override Apple/Google decisions.

Identity, Safety, and Account Recovery

If you encounter suspicious behavior, impersonation, or harassment, use Report or Block from the member’s profile or message thread; support prioritizes safety reports. For urgent safety concerns outside the app (threats, extortion, or suspected criminal activity), contact your local authorities first, then submit an in‑app report with as many details as possible so Trust & Safety can act on the account.

For account recovery, start with “Forgot password?” on the login screen. If you no longer have access to your email or phone, use the “Can’t access this email?” option in Help to verify identity. OurTime may request details such as approximate signup date, last 4 digits of the card on file (for web purchases), or screenshots of receipts to confirm account ownership.

• When opening a support ticket, include: the email on your OurTime account; your platform (web, iOS, Android) and app version; the country you’re in; a concise description; timestamps, screenshots, and any error codes; for billing, the last 4 digits of the card and the exact charge date and amount, or your Apple/Google order ID (starts with “GPA.” on Google or is visible at reportaproblem.apple.com for Apple).
• Typical response time is 24–48 business hours. If you haven’t heard back in 3 business days, reply to the same thread (do not open a new ticket) and include your original ticket ID in the subject line for faster routing.

Technical Issues and Troubleshooting That Solve Most Cases

Many login, messaging, and photo upload issues stem from browser/app caches, ad/tracker blockers, or outdated versions. Before contacting support, confirm your internet connection is stable and your device date/time are set automatically; time drift can break authentication links and SMS codes.

• Web: update Chrome/Edge/Firefox; clear cache/cookies for ourtime.com; disable VPN/ad blockers for a test; try an incognito window; ensure third‑party cookies are allowed for sign‑in flows. iOS/Android: update the OurTime app; log out/in; toggle Airplane mode; restart the device; check that camera/storage permissions are enabled for photo uploads; free at least 500 MB of storage for media processing.
• If messages aren’t sending: verify your subscription status (some features require Premium). If photos are rejected, review the photo guidelines (faces visible, no minors, no contact info in images). For verification emails that never arrive, check spam and add the domain ourtime.com to your safe senders list, then request a new code after 5–10 minutes.

Data Privacy, Deletion, and Records

There is an important difference between hiding and deleting your profile. Hiding removes your profile from discovery but keeps your data so you can return later. Deleting your account permanently removes your profile, matches, and messages after a short processing window; this action is not reversible. To delete: Settings > Account > Delete account, and complete the confirmation steps. If you have an active subscription, first turn off auto‑renew so future charges stop; deleting does not automatically cancel external (Apple/Google) renewals.

To exercise privacy rights (access, deletion, or “Do Not Sell/Share” where applicable), use the Privacy or Your Privacy Choices link in the site footer. You may be asked to verify via email and to confirm details specific to your account. Expect fulfillment within typical statutory timelines (often up to 30 days), with possible extensions for complex requests; you’ll receive a confirmation email when the request is completed.

For receipts or VAT invoices on web purchases, check your email for the original transaction message or your Billing/Subscription page for a downloadable record. Apple and Google provide their own receipts and tax invoices via your Apple ID purchase history or Google Payments account.

Escalation, Disputes, and Best Practices

If you believe a charge is incorrect, first compare the date and amount to your plan and renewal cycle, and confirm whether multiple accounts or platforms (web vs. Apple/Google) are involved. Contact OurTime support with the exact transaction details. If you purchased via Apple/Google, submit your refund request through their portals; platform decisions are final for those transactions.

For bank card disputes, notify OurTime support before initiating a chargeback—most billing issues are resolved faster and without account interruption when handled directly. If you must dispute through your issuer, provide them with the dates, amounts, and context (e.g., cancelation confirmation timestamp). Keep copies of all correspondence and your ticket ID for reference.

Finally, remember that OurTime does not provide general phone support. Be wary of third‑party websites or “support hotlines” asking for remote access or payment. Use only in‑app Help/Support and the official OurTime websites (ourtime.com, ourtime.co.uk, and other country domains) for secure assistance.