General Support Topics
I registered but I never got the activation e-mail
I forgot my password
I'm unable to login
Safety & Privacy
Tips on staying safe when dating online
What is a scammer and how do I protect myself from them?
Your Profile & Account Settings
Why is my profile unverified?
How do I cancel my account?
If I delete my account, can I use the same email address to make another account?
How do I change my password?
Can I change my username?
How do I switch on/off notifications and newsletters?
Messages
The system won't let me send any more messages
Can deleted messages be recovered?
I received an email notification of a new private message but I cant find a message?
Photos
What is the Match Ebony Photo Policy?
I’m having trouble uploading my photos to the site.
Technical
The site is not working / The site looks weird after a update?
Searching returns no results!
Why can't I view the desktop version?
I registered but I never got the activation e-mail
First, check your junk mail folder. Hotmail and other free e-mail services frequently update their spam filters. Then check that you can receive e-mails. We frequently receive notification of failed e-mail delivery because an e-mail address is invalid or the account has exceeded its storage capacity. Before contacting us, test your e-mail address and make sure you can receive messages to the e-mail address specified during the Match Ebony sign up process. To have the activation email resend Click here. If you have checked the above and still have not received an activation e-mail then, please contact the Customer Service.
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I forgot my password, what do I do?
Reset your password here. Check your spam/junk mail folder if you do not see a prompt password reset email. To reset your password click the link in the email. After that your new password will be emailed to you.
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I'm unable to login
If you are unable to login to Match Ebony, please check that you have cookies and Java Script turned on. If you have forgotten your password you can order a new one by Clicking here. If you are still unable to login, please contact the Customer Service.
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Tips on staying safe when dating online
- Don't post personal information. Wait until you feel comfortable with an individual before telling them things like your phone number or place of work or address.
- Never give out your bank account details or any other financial information. If you are approached by any member then report them immediately.
- Don't let anyone pressure you into giving away more information than you want to.
- Beware of solicitation
– watch out for anyone offering financial advice or asking for charitable contributions.
- Even if you're arranging to meet someone, do not give out any unnecessary personal details such as your home address.
- If you feel unsure or threatened by someone's behavior, stop contact with them immediately. Visit their profile and use the Block button to prevent any further contact. It is against Matchebony.com terms and conditions to harass any member and violation of this policy can lead to account suspension.
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What is a scammer and how do I protect myself from them?
A scammer is a fake profile using the website for commercial purposes. Illegal advertisement, redirection to other websites where you have to pay, asking for credit card details or money - these are scammers' most frequent activities. As our members join Match Ebony for communication with genuine people, not fake profiles extorting their money, our Customer Service constantly restricts the activity of scammers' profiles. If you suspect a member of being a scammer, use the "Report" button in the member's profile or inbox to report them. We also don't recommend that you provide your personal details (like email address or phone number) to members you've only just started talking to. We can protect you from scammers on the website, but we can't do that if you continue to have conversations by phone, email or instant messenger.
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Why is my profile unverified?
If you signed up and you see a message that your profile is unverified, it's often due to flagged IP or a mistake. If you think there has been a mistake, please contact the Customer Service and we'll investigate the issue.
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How do I cancel my account?
If you have found someone on Match Ebony or for some other reason want to cancel your account, please contact our Customer Service and we can cancel it for you. If you want to take a break from Match Ebony, we suggest that you make your profile private.
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If I delete my account, can I use the same email address to make another account?
No. Our system does not allow for more than one account to be registered to the same email address. Instead, to get your account restored, please contact Customer Support and provide the email address you previously used to access the account.
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How do I change my password?
Click "Setting" from the left hand-side menu. Enter your new password, enter it again for confirmation and then click the Update button.
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Can I change my username?
You are unable to change your username from your account. If you need to have your username changed, please contact Customer Service.
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How do I switch on/off new message notifications and newsletters?
- Click SETTINGS
- Change the value of "Notification settings" by unchecking the options you don't want to receive
- Click the Submit button to save changes.
Once switched off you will not receive any further notifications. Please note that messages are queued for delivery so it may take up to 1 hour before the changes take effect.
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The system won't let me send any more messages
With a free account you can:
1) Store up to 30 messages, including sent messages;
1) You can send up to 20 messages per hour;
2)If you exceed any combination of these limits then you will not be able to send any further messages. You will need to delete some of your old messages if you have exceeded your storage limit. View your inbox to see how many messages you have in your mailbox and how big the current mailbox storage is.
As a free dating service higher numbers than that will increase the server load and there for, for us to be able to cover the expenses we ask you to Upgrade.
HINT: Send out Ice Breakers, they will not be stored in to your sent box.
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Can deleted messages be recovered?
Unfortunately, deleted messages cannot be recovered. As Match Ebony is mostly a free resource, we use a proprietry messaging system that is designed to conserve space. Messages are deleted in real time, they are not stored in a trash folder.
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I received an email notification of a new private message but I cant find a message?
There is few options:
- Sometimes a spammer gets through our screening and in the process of deleting the spammer their sent messages are deleted as well.
- Another reason for not finding the message could be that your mailbox is full. The message counter displays all the messages you have sent and received. When you view your messages you will notice there is an "INBOX" and "SENT" menu option. The combination of messages in these two folders makes up your total message count. To receive new messages you'll need to delete some of the old messages.
- Unread messages will be purged every 120 days.
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What is the Match Ebony Photo Policy?
- No group photos. No one else should be in the photo with you
- Only pictures containing your face and of you only will be approved
- Photos of famous people are not allowed
- Photos that are not relevant to this site will be deleted
- No nudity
- If you do not want to upload a photo showing your face, then please don't upload any photos, this way you respect those who choose to exclude profiles without a photo from their match results.
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I’m having trouble uploading my photos to the site
If you are experiencing difficulties uploading a profile photo or album photo, please view these Instructions.
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The site is not working / The site looks weird after a update?
If the site looks weird at parts, try the following:
1. Try refreshing/reloading the page as your browser may have parts of the old site cached (stored) locally on your computer. The problem could also be related to using an old browser, if this is the case then please download a self updating browser like Mozilla Firefox or Google Chrome. We are using these browsers without problem.
2. Clear browsing history and cookies. To clear your browsing history on Mozillan Firefox go to: Tools -> choose Clear Recent History. On Explorer go to: Tools -> Internet Options -> choose Browsing history and delete.
Match Ebony uses cookies and Java Script. Make sure they are turned on. If the site is still not working properly, please contact Customer Service.
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Searching returns no results!
We have thousands of singles on MatchEbony.com with new members joining every day. To see more of these singles, try expanding your age range or leave city blank to see ALL singles currently on MatchEbony.com. The number one reason people fail for find someone on this site is down to lack of information in their member profile. Far too many people leave profile fields with their default settings and upload no pictures of themselves. Make sure that your profile is filled properly and click EDIT PROFILE from the left hand side menu. When you are finished don't forget to click the "Submit" button to save your changes.
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Why can't I view the desktop version?
You won't be able to view the desktop version if you are using Match Ebony with your mobile device (phone or tablet). The link is added there so that you can return back to the desktop version if you accidentally got to the mobile version while using Match Ebony with computer.
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