Online Dating Safety Tips | Help | Terms of Use | Privacy Policy | Feedback | Contact Us
© Copyright 2003 Match.com, LP.
Frequently Asked Questions
General
1. Where is this service available, what phone do I need?

2. Does my Match.com subscription apply to Match.com Mobile?

3. Can I change my profile on the website?

4. What are alerts?

5. Where do I find customer support or report inappropriate use of the site? Can I block users?

6. How much does the Match.com Mobile service cost, what do I have to pay for and do I need a credit card?

7. What can I do free using Match.com Mobile?

8. How do I cancel Match.com Mobile?

9. How does Match.com Mobile work?

10. Why do I need an authentication code for Match.com Mobile on mMode? What if I don't get an authentication code on my phone?

11. I cancelled my Match.com Mobile subscription. Why am I still getting chat requests and messages from other users?

Photos
12. Which users can upload photos?

13. Which handsets support photo viewing?

14. What types of files can be uploaded? What size images can be uploaded?

15. How can I upload a photo to my Match.com Mobile profile? How can I change or delete my photo?

16. How can I hide my photo?

17. Is there an extra charge for photos?

18. If I update my photo on Match.com, will it be updated on Match.com Mobile too?

19. What if my handset supports photos but I don't want to see them all the time?

20. Who can see my photos?

21. I uploaded a photo. How can I view it on my handset?


General

 1. Where is this service available, what phone do I need?

Match.com Mobile is currently available in the United States to all Cingular Wireless, AT&T, Sprint PCS, and Nextel users with Wireless Internet enabled handsets. The service is available in Canada to Telus Mobility users with Wireless Internet enabled handsets.

You can sign up on the website by visiting www.mobile.match.com or on your phone by clicking the Match.com Mobile link in your carrier's menu.

Back to top

2. Does my Match.com subscription apply to Match.com Mobile?

No, Match.com Mobile is a separate service from the Match.com service and requires a separate subscription to use this functionality.

Back to top

3. How can I change my profile and my search preferences?

You can change your profile and your search preferences from your phone or from the Match.com Mobile website. From the website, you just need to login using your Match.com Mobile username and PIN. If you do not have a PIN, you can set one up on the website. From the Match.com Mobile menu on your phone, go to 'Options' and then 'Profile'.

Back to top

4. What are alerts?
Match.com Mobile sends your phone an alert each week, showing you new users who have joined Match Mobile and who meet your search criteria. If you would like to change the frequency of the alerts you receive, the criteria for your alerts or to stop receiving alerts, please visit Options from the Match.com Mobile menu on your phone.

Back to top

5. Where do I find customer support or report inappropriate use of the site? Can I block users?

Below is the Customer Support Information: Match.com
Customer Support E-mail: CustomerCare@mobile.match.com
Abuse, Fraud or Spam: abuse@match.com
Toll Free Phone: 866-628-2412
Hours: Our customer support team is available
Monday through Friday: 8:00 a.m. - 8:00 p.m., CST.

Billing or Phone Support for Cingular Wireless:
Toll Free Phone: 611 from your cell phone or 866-CINGULAR

Nextel Online® Wireless Web Access users can access support through the following channels:
Online Customer support:
http://www.nextel.com/support/index.shtml
Email:
https://nextelonline.nextel.com/NASApp/care/WCCustomerCareServlet/
Telephone support: 1-(800)-639-6111
Monday through Friday: 7:00 a.m. - 10:00 p.m., EST
Saturday: 8:00 a.m. - 5:00 p.m. EST

You may use the Block User feature under Options on the phone to block an individual user from contacting you. You may use the Report Abuse feature under Options on the phone to report inappropriate usage of the service to Match.com customer care.

Back to top

6. How much does the Match.com Mobile service cost, what do I have to pay for and do I need a credit card?

Depending on your selected carrier, payment options for the Match.com Mobile service include direct billing to your cellular phone bill or to your credit card. A subscription is required to send personal messages to other users.

Cingular Wireless Internet Express, and Nextel Online® Wireless Web Access users will be prompted to subscribe when you send a personalized message to another Mobile Match user. At that time, you will be prompted to “purchase” the monthly subscription. Once you've done this, your message will be sent and you are ready to send unlimited messages.

Back to top

7. What can I do free using Match.com Mobile?

You can create a profile, find your matches, search and browse profiles of other users, send/respond to chat requests, and receive alert messages from other users for free.* You will need to purchase a Match.com Mobile subscription when you want to compose and send a personalized message to another user.

Cingular customers: Standard Wireless Internet Express Kilobyte usage charges also apply

Back to top

8. How do I cancel Match.com Mobile?

You may cancel this agreement, without penalty or obligation, at any time prior to midnight of the 30th day following the date of this contract. Following the 30th day, you may request a refund or cancel for service. If you request a refund, your subscription will be halted immediately, and we will refund the prorated amount of the current billing cycle (30 days). If you request to cancel your subscription, no refund will be given, and your subscription will not be renewed at the end of the current billing cycle.

If you are a Sprint, Cingular, AT&T, or TELUS user, you can unsubscribe directly from your own handset! You may also unsubscribe and manage your subscriptions online by logging into your personal account from your carrier’s website. Nextel users may only unsubscribe online.

Please locate your carrier below and complete the following steps to unsubscribe from Match.com Mobile:

Nextel Users: Unsubscribe Online
  1. Login to MyNextel Account Management online at http://www.nextel.com/mynextel/index.shtml
  2. Under the Downloads section, select Manage Wireless Purchases with Nextel Wallet
  3. Find Enpocket/Match Mobile Subscription and select View Details
  4. Select Cancel Subscription
  5. Select Do Not Renew to cancel the recurring subscription
  6. Select Submit to finish unsubscribing
Sprint Users: Unsubscribe via Handset
  1. Go to the Sprint Vision Home Page on your handset using the mobile web
  2. Select My Account from the Menu
  3. Select My Content Manager
  4. Select Applications
  5. Select Match.com Mobile
  6. Select Unsubscribe
  7. Select Confirm to verify the cancellation
  8. Select Done to finish unsubscribing
Cingular Users: Unsubscribe via Handset
  1. Go to the Media Net Home Page on your handset using the mobile web
  2. Select My Account from the Menu
  3. Select My Purchases to view purchase history
  4. Select Current Products
  5. Select Enpocket; $4.99
  6. Select Cancel Subscription
  7. Select Do Not Renew to finish unsubscribing
AT&T Users: Unsubscribe via Handset
  1. Go to the mMode Home Page on your handset using the mobile web
  2. Select My mMode from the Menu
  3. Select My Account from the Menu
  4. Select e-Wallet to access billing information
  5. Enter the Account Pin number
  6. Select Subscriptions
  7. Select Enpocket; $4.99
  8. Select Cancel Subscription
  9. Select Do Not Renew to finish unsubscribing
TELUS Mobility Users: Unsubscribe via Handset
  1. Open the Match.com Mobile application on your handset
  2. From the Main Menu, select Options
  3. Select Subscription to view the subscription period
  4. Select Unsubscribe
  5. Select Unsubscribe Now to finish unsubscribing

You can also cancel this agreement by mail or deliver a signed and dated notice, or send a telegram which states that you, the buyer, are canceling this agreement [or requesting a refund], or words of similar effect. This notice shall be sent to:

Match.com Customer Care
PO Box 25472
Dallas, TX 75225

If you cancel your subscription, you will still be able to send personalized messages through the end of your current Match.com Mobile subscription cycle. After your subscription ends, you will still be able to access the Match.com Mobile service, and use features such as search for matches, and receive chat requests/messages, but will need to purchase a subscription again in order to send personalized messages to other users.

Customer Service reviews and processes refund requests by the end of the following business day.

In the event that you die before the end of your subscription period, your estate shall be entitled to a refund of that portion of any payment you have made for your subscription that is allocable to the period after your death. In the event that you become disabled (such that you are unable to use the services of Match.com) before the end of your subscription period, you shall be entitled to a refund of that portion of any payment you have made for your subscription which is allocable to the period after your disability.

Back to top

9. How does Match.com Mobile work?

To get started, simply register on the site Match.com Mobile website http://mobile.match.com or on your cell phone WAP browser at http://mobile.match.com/dt.

Create a profile, sign up for the text messaging service and start searching for and chatting with other users. This service provides anonymous messaging, just like Match.com.

Each message can have up to 200 characters for mMode and Wireless Internet Express users. Your username can contain 16 characters with no special characters. The About Me text can contain 120 characters. All of these character limits include spaces.

To start chatting with a match, you'll first need to send that match a chat request. Once your match accepts your chat request, you will be able to send personal messages to that match.

You will receive alerts when other matches send you messages, even when you're not actively using Match.com Mobile. You can set the frequency of the alerts you receive. You can control your communication with other matches at any time by blocking individuals from contacting you, limiting your communication to matches on your Open Chat list or by turning "off" your chat mode completely.

Back to top

10. Why do I need an authentication code for Match.com Mobile? What if I don't get an authentication code on my phone?

To insure that users can receive the service, an authentication code is sent to the phone. After you receive this number and enter it on the website, you will be eligible for the service. If you do not receive an authentication code you may not be eligible for the service because you do not have a supported carrier, you may not have the correct type of service, or you may not have a supported phone.

Back to top

11. I cancelled my Match.com Mobile subscription. Why am I still getting chat requests and messages from other users?

By canceling your subscription, you no longer are eligible to send personalized messages to other users. However, your Match.com Mobile profile still exists when you cancel your subscription, and you are still eligible to receive chat requests and messages from other users. For further assistance on this issue (to have your profile removed from Match.com Mobile), please contact Match Care Toll Free at 866-628-2412 or CustomerCare@mobile.match.com
Back to top

Photos

 12. Which users can upload photos?
Match.com Mobile allows all users to upload photos as part of your profile through the Match.com Mobile website.

Back to top

13. Which handsets support photo viewing?

The following handsets support photo viewing: Motorola T720/721, Nokia 3100, Nokia 3200, Nokia 3300, Nokia 3595, Nokia 3600, Nokia 3620, Nokia 3650, Nokia 6200, Nokia 6800, Nokia 6820, Nokia 7210, Panasonic GU87, Samsung V206, Samsung S307, Samsung X426, Samsung X427, Siemens C61, Siemens S56, Sony Ericsson T226, Sony Ericcson T306, Sony Ericcson T316, Sony Ericsson T68i, and Sony Ericsson T616.

Back to top

14. What types of files can be uploaded? What size images can be uploaded?
Match.com Mobile accepts photos in gif, jpeg or bmp format, with a maximum file size of 1 MB.

Back to top

15. How can I add a photo to my Match.com Mobile profile? How can I change or delete my photo?

You can upload a photo when you register by transferring your Match.com profile which has a photo. You can also upload a photo at any time through the website by signing in with your Match.com Mobile username and PIN (you can receive a PIN by clicking on sign in and then choosing send me a PIN code).

You can upload another photo to replace your existing photo. The change will appear after Match.com Customer Care has approved your second photo. The first photo you uploaded will be deleted from the system. If you do not wish your existing photo to appear as part of your profile, you can choose to show or hide your photo under Options on the website on your handset under Options>Profile>Photo.

Back to top

16. How can I hide my photo?
If you do not wish your photo to appear on your Match.com Mobile profile, you can hide your photo. Select "Options" on www.matchmobile.com or, on your handset, go to Match.com Mobile's Main Menu>Options>Profile>Photo to set your photo visibility.

Back to top

17. Is there an extra charge for photos?
Uploading photos is available to all users regardless of whether they have subscribed or not at no additional charge.

Back to top

18. If I update my photo on Match.com, will it be updated on Match.com Mobile too?
No. Photos that are transferred from Match.com are saved in the Match.com Mobile database and are not synchronized in the future with the Match.com photo.

Back to top

19. What if my handset supports photos but I don't want to see them all the time?
Under Options on the website, or Options>Image Display on your handset, select Show text only. Instead of thumbnail images, you will see an icon designating if a user has a photo available. You can then click on the View large picture link below the photo to view the user's photo.

Back to top

20. Who can see my photos?
Match.com Mobile users with handsets which support photos can see your photos as part of your profile and when your username appears in their Searches, Chat Requests and Open Chats list. Under Options on the website or on your handset, under Options>Profile>Photo, you can choose to show or hide your photo.

Back to top

21. I uploaded a photo. How can I view it on my handset?
You can view your own photo on your handset by going to Options>Profile>Photo if your handset supports viewing photos. Please remember that Match.com Customer Care reviews every photo so there will be a delay from when you upload your photo to when it is available on Match.com Mobile. Match.com Mobile will message you when your photo has been approved.

Back to top