OurTime Customer Care Email: How to Reach Support and Get Issues Resolved

Looking for the right way to contact OurTime customer care by email? Because OurTime is part of Match Group’s portfolio of dating services, most account and billing issues are handled through an authenticated Help Center form rather than a public email inbox. This protects user privacy and helps Support verify account ownership before discussing payments, messages, or profile data. Below you’ll find clear, step-by-step guidance to contact OurTime effectively, what to include in your message, how to escalate if needed, and timelines to expect.

If you specifically need an email address for privacy or legal requests, OurTime directs those through Match Group’s privacy channels and in-app reporting tools. For everything else—billing, subscription changes, profile problems, safety concerns—start with the in-account Help/Contact flow. It is the fastest way to receive a case number and a reply from a specialist.

Does OurTime Have a Direct Customer Care Email?

For standard customer service (billing questions, subscription issues, feature problems), OurTime does not generally publish a direct, open email address. Instead, the service relies on authenticated requests submitted via the Help Center from within your logged-in account. This ensures Support can view your subscription status, past transactions, device/platform details, and any error logs tied to your profile—information they cannot reliably verify through a generic email.

To initiate contact, sign in to OurTime (web or app), go to your profile/account menu, tap Settings, and select Help or Contact Us. You will be guided to a support form where you can choose a topic (for example, Billing and Subscriptions, Profile and Photos, Messaging, Safety) and submit details. When you submit the form, you receive a confirmation on-screen and generally an email acknowledgment with a ticket or case number for tracking. Keep that number; it helps speed up follow-ups.

When Email Is Appropriate—and When It Isn’t

There are a few situations where email is appropriate or even required, and others where the in-app form is mandatory. For privacy requests (such as obtaining a copy of your data or requesting deletion under GDPR/CCPA), OurTime directs users to submit a verified request from within their account or via the brand’s privacy portal. You’ll typically confirm identity via your login and, in some regions, by responding to a verification email or code. Check the OurTime Privacy or Help pages in your account for the most current link and instructions.

For purchases made through Apple’s App Store or Google Play, OurTime support may not be able to process refunds directly. In those cases, you will need to request a refund via Apple or Google. Apple refunds are managed at reportaproblem.apple.com. Google Play subscription management is at play.google.com (Account > Subscriptions), with refund guidance at support.google.com. If you contact OurTime first, they will usually redirect you to the appropriate store because the charge originated with Apple/Google, not OurTime’s web billing system.

How to Find the Right Contact Route

If you subscribed on the OurTime website with a credit or debit card, use the in-account Help Center and select a billing topic. If you subscribed through Apple, use reportaproblem.apple.com with your Apple ID; for Google Play, use your Google account at play.google.com and follow the prompts under Subscriptions. If you are unsure where you purchased, check your bank statement descriptor (web billing often shows OurTime or People Media), your Apple purchase history (Settings > Apple ID > Media & Purchases > Purchase History), or Google Play purchase history (pay.google.com).

For safety issues (imposter accounts, harassment, suspected scams), use the in-app Report feature on the profile or message thread in addition to submitting a Help Center ticket. Reports made from within the product carry the necessary metadata for Trust & Safety to investigate quickly.

What to Include in Your Message (to Avoid Back-and-Forth)

A complete, well-structured message helps Support resolve your issue in a single cycle. Provide the exact dates, devices, and any error messages you saw, and be explicit about the outcome you want (for example, refund for the last charge, cancellation at next renewal, or help regaining access).

• Identity and account: OurTime display name, registered email address, and the last time you successfully signed in. Do not send passwords or full card numbers.
• Purchase details: Where you purchased (Web, Apple App Store, Google Play), the plan term (e.g., 1-month or 6-month), the exact charge date, amount and currency, and the last 4 digits of the card if it was a web purchase. For Apple/Google, include the order number (starts with MQ… or GPA…).
• Problem description: Clear timeline (e.g., “Charged on 2025-08-02 after I canceled on 2025-07-28”), any error codes/messages, and screenshots if possible (for failed logins or billing screens).
• Requested resolution: Refund amount and period, cancellation confirmation, reactivation help, data deletion request, or investigation of a reported profile. If requesting a refund, specify whether you’ve used premium features since the charge.
• Legal/region specifics: If you are in the EU/UK and believe you qualify for a withdrawal window, note your country and the date service access began. Include any disability or fraud circumstances that affect your request.

Expected Response Times and How to Follow Up

Most dating services aim to acknowledge support requests within 24–72 hours on business days, with complex billing or safety investigations taking longer. If you receive an auto-reply with a ticket number, keep it. When following up, reply within the same thread so the case history stays intact. Creating multiple new tickets for the same issue can slow things down.

If you have no response after 3–5 business days, submit a concise follow-up referencing the original ticket number. If your issue involves an imminent safety risk or unauthorized access, change your password immediately, enable two-factor authentication where available, log out of all sessions from account settings, and include “Account Compromised” in your subject line when you contact Support.

Refunds and Cancellations: Practical Tips

Canceling stops future renewals but does not automatically refund charges already processed. If you want a refund, request it explicitly and explain why. For web purchases, OurTime can see your billing record; for Apple/Google purchases, use reportaproblem.apple.com (Apple) or the Google Play refund process first, as platform rules often require that route.

Keep records: take timestamped screenshots of your cancellation screen or confirmation email, and save transaction IDs. If you canceled on the renewal date, include the exact time and your time zone, because many services process renewals at the start of the day.

Email Templates You Can Adapt

Subject: OurTime—Billing Refund Request for Charge on 2025-08-02

Body: Hello OurTime Support, I’m contacting you from my registered email: [your email]. My display name is [name]. I purchased a [plan length] subscription on [date] via [Web/Apple/Google]. I was charged [amount, currency] on [exact date/time]. I canceled on [date/time], but the renewal still processed. Please cancel future renewals and refund the most recent charge. Order details: [last 4 digits of card or Apple/Google order number]. I have not used premium features since the charge. Thank you.

Subject: OurTime—Account Access and Security Review

Body: Hello Support, My account ([email], display name [name]) shows signs of unauthorized access on [dates/times]. I have changed my password and logged out from all devices. Please review login activity, secure the account, and advise if any messages or profile changes were made. If needed, you have my permission to temporarily lock the account while you investigate. Ticket reference (if any): [number].

Escalation Paths if You Can’t Reach Resolution

If you’ve followed the in-app Help process and still don’t have a satisfactory resolution, escalation paths depend on how you paid and the nature of the issue. For store purchases, Apple and Google have final say on refunds for charges billed through their systems; pursue their refund and appeal processes first. For web card payments, work with OurTime Support and your card issuer if you suspect fraud or duplicate billing.

• Apple App Store billing: reportaproblem.apple.com (request refund, view status). Keep your Apple order number and the date/time of the charge.
• Google Play billing: play.google.com (Account > Subscriptions) and support.google.com/pay (refund guidance). Keep your Google order number (GPA.xxxx-xxxx-xxxx-xxxxx).
• Card issuer dispute: If you cannot resolve a clearly unauthorized or duplicate web charge, ask your bank about dispute timelines (many networks suggest initiating within 60–120 days of the transaction). Provide your correspondence with Support and proof of cancellation.
• Privacy/data issues: Use the brand’s privacy request channels from within your account, which provide identity verification and tracking numbers. Note your jurisdiction (for example, EU/EEA, UK, California) for applicable rights.

Key Takeaways

While a public OurTime customer care email is not typically offered for general support, the in-app Help Center provides a verified, faster route to a specialist and a trackable case number. Provide precise transaction details, your registered email, and your requested outcome to reduce back-and-forth.

For purchases made through Apple or Google, request refunds via reportaproblem.apple.com or Google Play first; OurTime cannot override platform billing. For safety and account integrity, act immediately by changing your password and reporting in-app, then follow up with Support referencing your ticket number. This combination of authenticated contact, clear documentation, and platform-specific steps yields the quickest resolution.