Dating.com Customer Service — Expert Guide for Users (Practical, Step-by-Step)

Overview of Dating.com customer support channels and response expectations

Dating.com operates primary customer support through its online Help Center accessible via https://www.dating.com (click Help or Support in the footer). As of 2025 most account- and billing-related inquiries are routed through the ticket system; live chat may be offered on-site during business hours in some regions. For speed, open a ticket from the Help Center so you get a unique case number you can reference in follow-ups.

Typical internal service-level expectations for consumer platforms are: initial acknowledgement within 24–72 hours and resolution within 7–14 business days for routine issues (password resets, verification). Complex disputes (fraud, multi-party investigations, cross-border payment reversals) commonly take 14–45 days. If you need faster action, indicate urgency and provide full documentation up front (screenshots, transaction IDs).

Account access, verification, and profile removal procedures

If you cannot log in, the fastest route is the “Forgot password” flow on the site; if that fails, submit a ticket with these minimum items: account email, last successful login date, device/OS used, and two screenshots (error message and profile page if accessible). Dating.com may require photo verification to restore accounts — expect to be asked to provide a clear photo of yourself holding today’s date or a government ID in the rare case of suspected fraud.

To permanently delete an account you must use the Delete Account option in Settings or submit a data deletion request through the Help Center. Under standard data-retention practice, profiles marked deleted are deactivated immediately and purged from public search within 24–72 hours; full backend removal of personal data can take up to 30 days depending on backups and legal holds. Always export any message history you need before requesting deletion; recovery after complete purge is almost never possible.

Billing, subscriptions, cancellations and refunds — exact actions and timelines

Subscription management is done through your account billing page or the original app store (Apple App Store / Google Play) if you subscribed on mobile. Typical industry price ranges (examples, check your invoice for exact amounts): monthly plans $19.99–$39.99; 3–6 month bundles $10.00–$25.00 per month; promotional credits or trial conversions from $0.99 to $4.99. Auto-renew is standard; you must cancel auto-renew at least 48 hours before the next billing date to avoid the subsequent charge unless the vendor’s terms specify a longer notice.

Refund windows and policies vary: minor billing errors are often resolved within 7–14 days; disputed charges requiring merchant investigation take 30–60 days. If you file a chargeback with your bank, the merchant will be given 30–90 days to respond. Prepare to supply the original transaction ID, date/time, amount, last four digits of the card, and the merchant descriptor shown on your statement (e.g., “DATING.COM” or similar). For a dispute, provide evidence such as screenshots of the subscription page, canceled renewal confirmation, and correspondence that shows attempts to resolve the issue.

Reporting scams, safety issues, and content moderation

When reporting a suspicious profile or fraudulent behavior, include time-stamped screenshots of messages, the profile URL/ID, conversation excerpts, and any external links. Good reports list the exact sequence: date/time of first contact, amount requested (if any), and method of payment requested (bank transfer, cryptocurrency, gift cards). That level of detail enables the platform to correlate reports and to escalate a case to law enforcement if necessary.

For safety concerns, instructive steps are: immediately block the account, preserve evidence (do not delete messages), and submit the report via Help Center’s fraud or safety category. If money was lost, report to local law enforcement and to your bank within 48–72 hours; for U.S. victims, file a report with local police and optionally with the FBI’s Internet Crime Complaint Center (IC3) at https://www.ic3.gov. International users should follow their national reporting channels.

Documentation to provide — checklist for fastest resolution

• Account identifier: email, username, or profile URL + the case/ticket number if you have one.
• Transaction evidence: full transaction ID, billing date, exact amount, last four digits of card used, and a screenshot of the card statement line showing the merchant descriptor.
• Error evidence: screenshots of error messages, browser/OS version, app version (e.g., iOS 17.4 or Android 14), and time-stamped screenshots showing the problem.
• Fraud evidence: complete message threads, IP or geolocation clues if available (timestamps and devices), names/aliases used, and any external contact information the scammer provided.
• Legal or privacy requests: a clear subject line “Data Deletion Request under GDPR/CCPA” + government-issued ID and the email address tied to the account for verification (do not send IDs unless instructed by secured channel).

Escalation paths, timelines and legal remedies

If initial support does not resolve your case within the timelines provided, escalate by replying to the ticket and requesting supervisor review; include “Supervisor Review Requested” in the subject. Provide a concise summary (2–4 bullet points) of what you want: cancel subscription, refund $X.XX on date, delete data, or reinstate account. Expect a supervisor-level review to respond within 3–7 business days after escalation.

If internal escalation fails and you are in the EU, submit a GDPR complaint to the company’s Data Protection Officer or file with your country’s supervisory authority (responses are regulated to 30 days). In the U.S., consider a dispute with your payment provider (typically 60–120 days window to contest), contact state consumer protection offices, or pursue small claims court; small claims limits typically range from $2,500–$10,000 depending on state—check your state’s limit and deadlines before filing.