Frequently Asked Questions
We have designed these Frequently Asked Questions as a quick reference guide to assist should you have any questions.
Q. How do I create a profile
A. It’s easy to create your profile simply select any of the Join Now buttons located on the home page. This will now take you to the Create Profile page. All you have to do here is fill in the appropriate details, accept the terms and conditions and hit continue. Your profile will now be created; you can add more details to your profile by clicking on the Beef Up Your Profile section and following the instructions. Remember the more information you give the more like you are to find a compatible partner.
A. Updating your profile couldn't be easier. Simply select the edit profile or edit my match button depending on which criteria you wish to edit. These are located under the my stuff section of the toolbar. These links will bring up a page with all the information that you may wish to edit.
Q. Posting your photo/video?
A. To change or upload a profile photo, simply go to the edit my profile page which can be found in the toolbar under my stuff. The accepted formats jpeg, gif and png, for the best results scale it to 2 in. x 2.25 in. Simply click the select button to bring up your files, then select the desired file and click open. The file name should now be entered in the white box. Now all you have to do is click submit. The system will inform you that the file is being uploaded, once complete your photo will not appear automatically as we need to approve it for public view first. (So no naughty shots please… they won’t be displayed.)
To post other photos or videos, starting from the floating toolbar select the Upload Photos & Videos in the My Luuvee section. As per above click select, then the desired file and finally open; your file should now be shown in the white box. Click Submit and your photo/ video will then be uploaded. Please note all photos and videos will need to be approved before being shown. Accepted file formats are: jpeg, gif and png for photos and avi, mpeg, and mov for videos.
Q. How long does the approval process take for my photos/videos?
A. Here at Luuvee we are dedicated to giving you the best service possible. That’s why our working hours are 9am to 10pm (GMT) seven days a week. The only days that we are not in the office are Christmas Day, Boxing Day and New Years Day. Our aim is to approve photos/videos as soon as possible however please allow up to 48 hours in line with our terms and conditions.
In the unlikely event that your photo/video has not been approved within 48 hours and you have not received a notification stating your photo was disapproved; please let us know as soon as possible so we can address the situation.
A. A flirt is a message to another user that shows them you are interested in them. It is a standard message that will be sent informing the other user of your interest. To send a flirt simply go to the profile page of the person you want to flirt with. Then click on the Send Flirt button with the smiley face. It is located on the left hand side of the page under the profile photo. The Send a Flirt text will now change to Flirt Sent.
Please note your can view the flirts you have received and sent by selecting the flirts button on the floating toolbar. This will take you to the flirt inbox where you can review all the flirts you have sent and received.
Q. Changing your Password?
A. To change your password, simply select the edit my settings in the my stuff section of the toolbar. From here simply enter your old password and your new one in the designated boxes, and then click continue.
Q. Change your email Settings?
A. Your account settings can be access in two ways, from the floating tool bar by selecting My Stuff and then Manage Account or from My page by selecting Manage my account in the My Luuvee section. (My Page can be accessed by selecting My Page on the floating toolbar or by clicking on the Luuvee logo when logged in)
Once on the Account Settings page under Email Notifications simply select the desired setting and click save.
Q. How to hide your profile?
A. Your account settings can be access in two ways, from the floating tool bar by selecting My Stuff and then Manage Account.
Once on the Account Settings page select the tick box under Profile Visibility and select save. Your profile will now be removed from public view but will remain on the system for your use.
To release your profile to public view, select the tick box again (so that the box is empty) and select save.
Q. How to block emails from another user?
A. If you would like to block another user from sending you emails or contacting you then simply select their profile and click Block User button. It is located under the Profile photo and can be identified by the hand symbol. When selected the hand will change to yellow and the text will read user blocked. Click on it again to unblock the user.
Q. How to report abusive behaviour?
A. We take abusive behaviour very seriously and we are relying on you to let us know if someone has been behaving inappropriately. To report a badly behaved user, please select report abuse button on the specific user’s profile. The button is located under the profile picture, once you have clicked on the button the text will change to ‘abuse reported’. The Luuvee team will then investigate this user's profile and take necessary action as may be required under our terms of use.
Q. What are the customer service working hours?
A. Here at Luuvee we are dedicated to giving you the best service possible. That’s why our working hours are 9am to 10pm (GMT) seven days a week. The only days that we are not in the office are Christmas Day, Boxing Day and New Years Day.
Q. How much does it cost?
A. There are four different payment options;
1) A £7.50 recurring monthly fee taken directly from a debit or credit card on the same date every month.
2) A one off fee of £18.00 which grants the user three months subscription. This will not be renewed automatically and you will be notified when your three month subscription ends.
3) A one off fee of £27.00 for six months subscription which like option 2 is not recurring and you will be notified when your six month period is about to end.
4) A £5 recurring fee taken from your mobile on a recurring 15 day. £5 will be debited from your mobile every. However standard network charges may apply please contact you network provider for further information.
Please note that this option is currently only available to UK mobiles.
Q. How to I cancel my subscription?
A. This depends on what type of subscription you chose when you signed up.
If you chose the texting option you can cancel your subscription at any time by texting Stop to 82023
If you chose either the 3 month or 6 month subscription your account will be downgraded to a non paying user after your subscription end date. You will be notified of this change via email.
If you chose the 1 month subscription you can cancel this at any time by simply following the guidelines as laid out in the Manage Account section. located in the toolbar.
Q. Are my Credit Card Details Safe?
A. Yes absolutely, we take payment security very seriously as does our payment provider Pacnet Services Ltd. Your payment details are always taken through a secure server. The Luuvee group has no access to your credit / debit card details and this is stored securely with our approved card processor, Pacnet Services Ltd.
You can view your payment history on the Account settings page under the billing section.
Q. How do I delete my account?
A. To delete your account and end your subscription; simply enter “Delete Account” into the box below close my account and select Delete. This can be found in the manage account section in the toolbar.
Haven’t found the answer you were looking for then please don’t hesitate to
contact us.