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Help

 

My Profile

How do I edit my profile?

You can make changes to your profile whenever you want, whether it's changing your description, holiday destinations etc.

To edit your profile, simply click on the 'My Profile' section of the site, and click the edit profile options in the left hand menu. From here you can edit your description, photos and the groups you are a member of.

Why can't I see some parts of my profile?

All profiles are approved before becoming visible on the site to other members. This is a quality check to ensure that entries are suitable and appropriate. Entries are not accepted if:

  • They are considered offensive or obscene
  • They are written in a language other than English
  • They contain personal information such as email addresses, phone numbers or other social networking site information
  • They include jargon, advertise services

Profiles are normally approved within 24 hours. You will be notified by email when your profile has been approved.


My Photos

How do I add a photo to my profile?

To add a photo to your profile, click on 'My Profile' in the header menu and then select 'Add Photo' in the left hand menu. Any digital photo in JPG format can be added to the maximum size of 1MB.

We check every photo before it is shown on the site, so be sensible! We will not allow any photos that do not include a head shot of you. Photos considered inappropriate - e.g. cartoons, poor quality photos, obscene, offensive or pornographic images, personal information such as emails, phone number etc will not be approved.

How do I delete photos from my profile?

To delete a photo from your profile, click on 'My Profile' in the header menu and then select 'Edit Photos' in the left hand menu. Choose the 'delete' button next to the photo you would like to delete.

How do I change my photos?

You can add a maximum of three photos to your profile. If you have less than three photos on your profile, simply add a photo - see 'How do I add a photo to my profile?' If you already have three photos uploaded, and would like to change your photos, you will need to delete a photo first see 'How do I delete photos from my profile', and then add your new photo. All photos are approved before being displayed on the site.

Why can't I see my photo on my profile?

All photos uploaded to the site have to be approved before becoming visible to other members. This is to ensure that all photos displayed are checked for quality and appropriateness.

Photos are normally approved within 24 hours. You will be notified by email when your profile has been approved.

Please check that your photo hasn't been rejected, by referring to the 'Why Has my Photo been Rejected?' section.

Why has my photo been rejected?

A photo uploaded to the site will be rejected from the site if:

  • It does not contain a head shot
  • It is poor quality
  • It is a video clip, cartoon, or contains other material
  • It contains nudity
  • The content is deemed to be offensive or pornographic or offensive to other members.
  • If it contains personal information, such as an email address, web address, phone number etc

If your photo has been rejected, please submit an alternative that abides by the above rules.


My Personal Info

How do I change my password?

To change your password, click on 'My Profile' in the header menu. From here, select 'Change Password' in the left hand menu. Enter your current password, followed by your chosen new password, and click 'change'. The next time you log in, you will need to use your new password.

How do I change my email address?

To change your password, click on 'My Profile' in the header menu, and then select 'change email' in the left hand menu. Enter your new email, and click 'change'.

I can no longer access the email address I joined with. What should I do?

If you are no longer able to access the original email account you joined the site with, simply log into the site and change your email address, as detailed above. If you have forgotten your login details, and therefore cannot access the site as the emails are going to your old email account, please Contact Us here to have your email address manually updated.

I haven't received my membership activation email

If have not received your activation email and the email account your are using has a spam filter, please check your junk email folder. You may need to add support@urbansocial.com to your address book.

To have your activation email re-sent, please click 're-send activation email' on the login page and enter your email address. The email address you enter will need to be same email you have registered with us.


How Do I Upgrade My Account?

What is a social membership?

It is completely free to join our service, set up a profile and send up to 10 free messages to other members.

For unlimited use of our service, members need to upgrade to a Social membership.

What payment methods can I use?

You can pay for a social membership through our secure online payment system using a bank card or by cheque.

I just paid for my subscription but it hasn't been activated?

As soon as a payment is made using the online payment facility, your Social membership will be activated. If for any reason your membership hasn't been activated it is likely you didn't complete payment. If you did complete payment, please forward the email receipt from Worldpay to our support department.

What payment provider do you use?

We use RBS Worldpay as our sole payment provider.

RBS WorldPay is the payment processing business of The Royal Bank of Scotland Group, one of the largest banks in the world and a leading global brand.

They operate in over 40 countries and are a major global leader in payment processing millions of online payments every day.

What is your refund policy?

Urbansocial operates a 7 day refund policy for its Social Membership service subject to conditions. Click here to read the refund policy.

Why are my card details not being accepted?

If your card is registered outside of the UK, you may find that you will be unable to make a payment with us. This is because we only accept cards registered in the UK and Australia. Please see below 'What payments methods can I use?' for alternative ways to pay for your membership.


My Subscription

How do I manage my subscription?

All information relating to your subscription can be found by clicking on 'My Subscription' in the left hand navigation menu.

How do I cancel my subscription?

If you have paid for your subscription by bank or credit card, it will be automatically extended monthly.

You can cancel your automatic renewal subscription at anytime online. To do this go to 'My Profile', and then 'My Subscription'. From here you can cancel your subscription by following the instructions.

How can I find out the date of my next debit?

To find out the date and amount of your next debit, click the 'My Subscription' tab under the 'My Profile' tab. To see all the payments you've already made, click on 'See record of all my payments'.

I just paid, but my subscription hasn't yet been activated. Why not?

If you've made your payment online and there's no payment information on your 'My Subscription' page, log out of your profile and log in again. Sometimes your browser may not update every time it visits a page. You can force a page to refresh in most browsers. In Internet Explorer this is available under the 'View' > 'Refresh' menu option. Pressing F5 also forces a page refresh.

What happens if my card expires during my subscription?

If the bank card that you used to initially purchase your subscription expires before the date of your next automatic renewal, your subscription will automatically expire. You can login to RBS Worldpay and update your card details to continue your subscription from the date your details are updated. Alternatively, simply start a new subscription via the normal payment process.


How do I Cancel?

How do I cancel my subscription?

If you have paid for your subscription by bank or credit card, it will be automatically extended for the same duration as your initial membership. E.g. If you initially purchased a 3 month membership your membership will be extended for a further 3 months on the last day of your subscription.

You can cancel your automatic renewal subscription at anytime online. To do this go to 'My Profile', and then 'My Subscription'. From here you can cancel your subscription by following the instructions. If you cancel on the day of renewal we cannot guarantee the renewal will be cancelled.

How do I delete my profile?

You do not need to delete your profile to cancel your automatic subscription. To cancel your subscription, refer to the section entitled 'How do I cancel my subscription?'.

If you would like to temporarily remove your profile from being visible on the site, but leave the option to come back to it at a later date, you can hide your profile. To hide your profile, click on the 'My Profile' tab in the header menu, and then click on 'Hide Profile' in the left hand menu bar. A profile that is hidden means that nobody on the web site will be able to see you, or communicate with you.

If you would like to permanently delete your profile, you simply need to go to 'My Profile', and select 'Delete My Profile' from the left hand menu. Follow the instructions to delete your profile. Please remember if you merely wish to have a breather, use the 'Hide Me' functionality.


My Emails and Notifications

How do I unsubscribe from receiving email message alerts?

If you would like to unsubscribe from receiving email alerts when you have received a new message from another member, and/or when a message you have sent has been read, all you need to do is go to the 'My Messages' section of the site. In the left hand navigation bar, choose 'Message Settings'. From here you can select your message alerts.

How do I unsubscribe from email newsletters?

If you would like to unsubscribe from receiving email newsletters about the latest events and news, all you need to do is click on an email you have received, and at the bottom of the email select 'Unsubscribe Me'. Enter your details and email address and your email will be removed from our mailing list.


My Searches

How do I search for other members?

Choose 'Search' from the header menu. This displays your basic search settings. To change your search settings, click on 'Search Settings' in the left hand menu, or 'Change Settings' in the display box. This allows you to refine your search to the sex, age and location you are looking for. You can also choose to search only for profiles with photos if you wish. Once you have saved your search settings, your search results will be displayed. To select a member's profile, click on their photo or their name, age or location.

How do I change my search?

Choose 'Search' from the header menu. This displays your basic search settings. To change your search settings, click on 'Search Settings' in the left hand menu, or 'Change Settings' in the display box. This allows you to refine your search to the sex, age and location you are looking for. You can also choose to search only for profiles with photos if you wish.

How do I only search for members with photos on their profile?

Choose 'Search' from the header menu. This displays your basic search settings. To change your search settings, click on 'Search Settings' in the left hand menu, or 'Change Settings' in the display box. Tick the box that states 'Search only for profiles with photos'. Once you have stored your changes, your search results will be displayed.

What other searches can I do?

There are lots of different searches you can use to find members. These include our 'University Search', a 'Nationality Search', a 'New Member Search', and a 'Birthday Search' that displays members sharing the same birthday as you. If you have any searches you would particularly like to see, contact us here and let us know .


My Messages

How can I use my free messages?

All members receive 5 free messages to send to other members when they first upload a profile. By adding a photo to a profile (this photo must be approved), another 5 free messages are also given. Any free messages given to members are for sending messages to other members. They do not allow members to read any messages that they receive. In order to read messages, all members need to have an upgraded social membership.

How do I send a message?

To send another member a message, click on 'Send Message' in the profile page of the person you want to contact. Compose your message, and click 'Send Message'. Once sent, your message should appear in your 'Sent Messages' folder.

How many messages can I send?

As an upgraded social member, you can send as many messages as you like. We do, however have checks in place whereby anyone sending more than 15 messages in one session will be temporarily blocked from sending any more until we have checked the legitimacy of the emails.

This is simply to counteract spammers who occasionally use the site for alternative purposes. A member will only be checked by us once. Following this check, you will be able to send unlimited messages for the rest of your membership period.

How do I know if someone has read my message?

To see if a member has read a message you have sent them, choose 'Messages' in the header menu, and then select 'Sent Messages' in the left hand menu. This displays all the messages you have sent in the last 30 days. Each email listed shows its status 'Read' or 'Unread'. If your message has been read, the status will show 'Read'.

You can also set your email notifications to alert you when a message you have sent has been read. An email will be sent to your registered personal email address to notify you when the email you have sent has been read.

Why have I not had a reply from the message I sent?

We are unable to control whether another member chooses to reply to a message they receive. We would hope that all our members treat each other as they would like to be treated themselves. If you don't receive a reply, whatever you do, don't take it personally. There are lots of reasons why a member might choose not to respond.

Can I send attachments?

We do not allow members to send attachments with their messages.

Why do I get logged out when trying to send a message?

If you find that you have an error message or become logged out when you send a message to another member, this is probably because you have been automatically logged out. For security purposes, members are automatically logged out of the site for being inactive on the site (which includes staying on the same page) for too long. To avoid this, you can compose long messages in another application (e.g. Notepad or Word) and then copy and paste the message when you are ready to send it.

If you find you have just been logged out, and have lost your message try clicking the 'Back' button in the browser - sometimes your message will still be there to copy and save for when you log back in.

I've had a message notification, but can't see a new message?

If you find that you have received a notification email alerting you to a new message in your inbox, but have no message showing when you log in, this could be because your message page is cached. This means that your computer has stored (and is showing) an old version of the web page. Press 'Refresh' in your internet browser to display an up-to-date version.


My Favourites

What are my favourites?

'My Favourites' is a facility that allows you to keep a record of members that you are keen on. By adding a member to your favourites, they are stored in an easily accessible list, enabling you to locate them easily in future.

Similarly, members that add you to their list of 'Favourites' will be stored in this section under 'Who Likes Me'.

What is Who Likes Me?

Who likes me is a list of members that have chosen to add you to their Favourites list. For more information on favourites, refer to the section 'What are My Favourites'?

What is Who Likes Me?

Who likes me is a list of members that have chosen to add you to their Favourites list. For more information on favourites, refer to the section 'What are My Favourites'?

You will be sent an email notification each time someone adds you to their favourites. You can stop these notifications at any time.

How do I add or remove a Favourite member?

To add a member to your favourites simply click on the button 'Add to Favourites', located on their profile page.

To remove a member from your favourite list, simply click on the Delete button. The member will no longer appear in your favourites list


My Flirts

What are My Flirts?

My Flirts is a free and fun facility that allows you to let a member know that you like them. A flirt consists of a virtual gift and a message, that you can send to a member from a list provided.

You can choose from a wide selection of flirts to send, e.g. a beer, a glass of wine, a rose, cinema tickets etc, and attach a note e.g. 'This one is on me', 'Join me for one?' Etc.

How do I Send a Flirt?

You can send a member a flirt by clicking on the 'Send a Flirt' button located on their profile page. Choose the flirt and message you would like to send and click send. The member you have sent the flirt to will receive an email notification that they have received a flirt.


My Groups

What are My Groups?

'My Groups' are interest groups that you want to be a member of. By joining a group you are interested in, it allows you to search for other members that share the same interests as you. Being part of a group also allows members in that group to openly share ideas and publicly discuss topics about that group with members, using the reviews and posts facilities.

For example, members of the Thailand group can find other members who also share an interest in Thailand. They can also then write a review about their experiences of Thailand, for others to read, and post questions to other members in the group.

How do I join a Group?

You can join a group by going to 'Groups' in the top banner, and then browsing through the 'Groups' in 'Popular Groups' section. Clicking into the home page of a Group, you will find a 'Join Group' button in the top left.

Where Can I See My Groups?

When in the groups section, click on the left hand menu option called 'My Groups'. This displays the list of groups you are currently a member of.

How can I find other members in that Group?

By clicking into a particular group, there is a section entitled 'Members in this Group'. This shows all members who have joined this group. You can search members in a group by gender and whether they have a photo on their profile.

How can I write a review or start a comment in a Group?

You can write a review or a comment in any group you are a member of. You must have joined the group to be able to post a review or comment. On the Group home page, simply click on the 'Start a Discussion' or 'Post a Comment' button.

How can I reply to a review or comment in a Group?

You can post a reply or comment to an existing comment, by clicking on the post a reply or post a comment button.

I've submitted a review or comment, but can't see it?

All reviews and comments that are submitted are approved by us before becoming visible on the site. We endeavour to do with within 48 hours.

How do I remove myself from a group?

You can leave a group by one of two ways:

  1. Go to 'Groups' in the top banner and select 'My Groups' in the left hand menu. This displays all the groups you are a member of. To leave a group, click on the 'Leave Group' button next to the relevant group.
  2. Alternatively on the home page of each group, there is a 'Leave Now' button.

Can I start up my own group?

We always welcome your ideas on new groups to start up. To suggest a new group to us, click on 'Groups' in the top banner, and then click on the 'Suggest a Group' button. Let us know the name of the group and what the group is about and then press submit. We review groups suggestions periodically.


Events

How do I find out about events in my area?

Events are listed on the 'Events' pages of the site, which can be found in the header bar. The events home page has a full listing of all events taking place across the UK. There is a facility to order the list by the type of event you are looking for and the location.

How do I find out more information about an event?

For more information about an event that is listed or to book tickets to this event, please use the 'Book Now' button or the booking details provided. All events listed are run by third party companies. For further information about any event, please contact the company advertising the event. Please do not email us directly about events.

Why have I not heard anything about my event booking?

As all events listed are run by third party partners, we have no involvement in tickets, availability of further event information. For any matter relating to an event, contact the third party company advertising the event directly. Please do not email us directly about events.

How do I advertise an event?

If you are running an event that you would like to advertise to members, please contact us on here, and we can discuss how we might be able to help you.


ScotlandSocial and Urbansocial

How do I find out about events in my area?

Events are listed on the 'Events' pages of the site, which can be found in the header bar. The events home page has a full listing of all events taking place across the UK. There is a facility to order the list by the type of event you are looking for and the location.

 
 

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