Help

index

Logging In
I’ve forgotten my login name
I’ve forgotten my password
I'm having problems logging into the site
I’ve lost my membership activation email
How do I change my password?
How do I change my email address?
Profile
How do I add a photo to my profile?
How do I delete photos from my profile?
How do I change my photos?
I can’t see my photo on my profile
I can’t see my ‘About you’ and ‘Things I Like’ and ‘Things I Hate’ on my profile
How do I remove my profile
Messages
How do I send a message?
How do I know if someone has read my message?
I have not had a reply from the message I sent
Can I send attachments
Why do I get logged out when trying to send a message?
I’ve had a message notification, but can’t see a new message?
Search
How do I search for other members?
How do I change my search?
How do I search for members with photos on their profiles only?
Events/Nightsout
Why can't I see the event details?
Why have I not heard anything about my event booking?
Emails and Notifications
How do I unsubscribe from email message alerts?
How do I unsubscribe from email newsletters?
Payment FAQ's
What payment provider do you use?
How do I know my payment is secure?
Am I entitled to a refund on my Social Membership?
Cancelling an Event?
Will I be automatically re-charged for membership?
AussieSocial and Urbansocial
Who are Urbansocial?
Why is my payment receipt from Urbansocial?
How does the relationship between AussieSocial and Urbansocial affect me?
I manage a website, and would like to be considered for a branded whitelabel dating site

Logging In

I've forgotten my login name

If you have forgotten your login name, in the login page, click ‘forgotten login name’ link and enter your email address. We will immediately send you an email with your login details.

I've forgotten my password

If you have forgotten your password, in the login page, click ‘forgotten password’ link and enter your email address. We will immediately send you an email with your login details.

I'm having problems logging into the site.

Step One : When you first join AussieSocial, you will receive an activation email, containing your unique ID number, your username and password. If you have not received this email, contact us at support@urbansocial.com
 
Step Two: Once you have your authentification email, you must activate your membership by using the information in the email and entering this into the activation log in screen, using the link contained in the email. If you are having problems activating your membership, contact us at support@urbansocial.com
 
Step Three: Once you have activated your membership on AussieSocial, you will automatically be logged in. In future you will be able to log in using your username and password only (you will not need your ID number). This can be done on the homepage of the site or the login page.
 
If you are still experiencing problems logging in, contact us at support@urbansocial.com

I’ve lost my membership activation email

If you have not received or have lost your activation email, click ’re-send activation email’ on the login page and enter your email address. We will immediately send you an email with your activation details.
If you have high filter settings on your email account you may need to add support@urbansocial.com to your address book.

How do I change my password?

To change your password, click on ‘Profile’ in the header menu, and then select ‘change password’ in the left hand menu. Enter your current password, followed by your 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 ‘Profile’ in the header menu, and then select ‘change email’ in the left hand menu. Enter your new email, and click ‘change’.

Profile & Photos

How do I edit my profile?

To edit your profile, simply click on the 'Profile' section of the site, and click edit profile options in the left hand menu.

How do I add a photo to my profile?

To add a photo to your profile, click on ‘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 a maximum size of 35KB. We check every photo before it is shown on the site, so be sensible! We will not allow any photos considered to be inappropriate e.g. photos of a cartoon, obscene, offensive or pornographic nature.

How do I delete photos from my profile?

To delete a photo from your profile, click on ‘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.

I can’t see my photo on my profile

All photos added to the AussieSocial site have to be approved before becoming visible to other members. This is to ensure that all photos displayed are checked for appropriateness. We will not accept any photos that are in cartoon format, or are considered to be offensive, pornographic or offensive to other members. We try and approve all photos within 24 hours (within office hours!). You will be notified by email when your photo has been approved.

why has my photo been rejected?

All photos added to the AussieSocial site have to be approved before becoming visible to other members. This is to ensure that all photos displayed are checked for appropriateness. We will not accept any photos that are in cartoon format, have email or web addresses displayed, or are considered to be offensive, pornographic or offensive to other members. We try and approve all photos within 24 hours (within office hours!). You will be notified by email when your photo has been approved.

why can’t I see some parts of my profile?

As with all photos added to the AussieSocial site, all free text entries are approved before becoming visible to other members. This is to ensure that all entries are checked for appropriateness. We will not accept any text entries that are considered to be offensive or obscene to other urbansocial members. We try and approve all profiles within 24 hours (within office hours!). You will be notified by email when your free text entries have been approved.

How do I remove my profile?

There are two ways you can delete yourself. If you would like to temporarily be invisible to other members, you can HIDE your profile, by clicking on 'Profile' in the top menu bar, and then clicking on 'hide profile' in the left hand menu bar. This means nobody will find you or send you messages.

If you would like to be permanently deleted from AussieSocial, go to the 'Profile' section of the site, and select 'Cancel Membership' from the left hand menu. Follow the instructions to delete your profile on AussieSocial. Please remember if you merely wish to have a breather, use the 'Hide Me' functionality.

Messages

How can I use my free messages?

All members are given 5 free messages to send to other members when they upload a profile. By adding a photo to a profile (this photo must be approved by us), 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?

You will need to be a Social member before you can send a message or read a message sent to you from other members. 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. You will be able to see when your message has been read. You can also set your message alerts to be notified by email when your sent message has been read.

How many messages can I send?

As an upgraded member, you can send as many messages as you like. We do, however have a check 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, they will be able to send unlimited messages for the rest of their membership period.

How do I know if someone has read my message?

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’.

I haven't 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, compose messages in another application (e.g. Word) and then copy and paste the message when you are ready to send it.

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 your page. Press ‘Refresh’ in your internet options to display an up-to-date version.

Search

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 members 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 profiles?

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 try to find people. These include university search, nationality search, new member search, postcode search or those sharing the same birthdy as you. If you have any searches you would particularly like to see, email us and let us know at support@urbansocial.com.

Events

Why can’t I see the event details?

Events are listed on Urbansocial for all members to view. To be able to access the full information about each event, members need to be logged into the site. Go to the home page and log in using your login and password, and go to the Nights Out section of the site. Here, all evens are listed in date order.

Why have I not heard anything about my event booking?

Third Party Events: AussieSocial/Urbansocial advertises a range of events provided by third party partners. Urbansocial provides information about how to book onto these events, but has no further involvement. Any matter relating to an event should be taken up directly with the third party partner in question.

AussieSocial Events: On occasion AussieSocial & Urbansocial run its own events, including wine tasting and champagne tasting. If you have a query regarding an Urbansocial event, please contact us on support@urbansocial.com.

Emails and Notifications

How do I unsubscribe from email message alerts?

If you would like to unsubscribe from receiving email alerts when you have received a new message from another member on AussieSocial, and/or when a message you have sent has been read, all you need to do is go to the 'Messages' section of the site when you are logged in. 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 from AussieSocial, including Be On TV alerts, and event details, all you need to do is click on an email you have received, and at the bottom of the email select 'unscubscribe me'.  Enter your details and email address and your email will be removed from our mailing list.

Payment Information

What payment provider do you use?

We use WorldPay as our sole payment provider.

WorldPay is an important part of the The Royal Bank of Scotland Group, the 5th biggest banking group in the world.

How do I know my payment is secure?

AussieSocial/Urbansocial: Our simple booking facility is fully secure and none of your credit card details are stored by us. You payment is handled solely by Worldpay, one of the worlds largest internet payment processors.

WorldPay: WorldPay uses state of the art security tools and techniques, both proprietary and unique, to ensure that you are protected against what is nowadays a virtually non-existent risk. WorldPay systems also have inbuilt system redundancy and fault tolerance, to provide you with a virtually uninterrupted service 24 hours a day, seven days a week. WorldPay systems have evolved over many years and throughout WorldPay's history they have continuously sought and gained bank approval for their systems.

What is your Refund Policy?

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

What happens if an event is cancelled?

Third Party Events: Events and nights out advertised on AussieSocial are provided by third party partners. Any matter relating to cancellations or other matters such as loss or damage should be taken up directly with the third party in question. AussieSocial accepts no responsibility, and is in no way liable for any loss, cancellation or damage arising from a third party service.

AussieSocial/Urbansocial Events: On occasion AussieSocial/Urbansocial will run our own events. If an AussieSocial/Urbansocial event is cancelled you will be provided with the choice of a full refund or transfer of your ticket to another AussieSocial/Urbansocial hosted event of equal value.

Will I be automatically re-charged for membership?

No. Membership payments to Urbansocial are one-off payments. Whether you choose to upgrade your membership for a month, 3 months, 6 months or a year, when this membership time has expired, you will not, under any circumstances be automatically re-charged for further membership. Once your Social upgraded membership has expired, your profile will remain on the site, and it is up to you to actively make a payment to upgrade your membership again.

AussieSocial and Urbansocial

Who are Urbansocial?

Urbansocial is the stylish online dating and events service in the UK. Urbansocial provides white label services to a variety of partner web sites both nationally and internationally.

Why is my payment receipt from Urbansocial?

Urbansocial manages and maintains the services for all white label web sites. This includes payment messaging management, profile approvals , customer service and payments facilities. When you upgrade your membership, your payment receipt will therefore originate from Urbansocial rather than the whitelabel(AussieSocial) you have joined.

How does the relationship between AussieSocial and Urbansocial affect me?

Urbansocial provides a high quality service that it maintains across all of the white label sites it maintains. Urbansocial presonally approves every profile and photo submitted to ensure a positive experience for all members. Urbansocial does not allow any content that may be deemed offensive, racist or objectionable in any other way, and has a block user facility that is closely monitored. All personal details are also kept confidential at all times.
 
Urbansocial also manages any customer queries arising from whitelabel sites.

I manage a website, and would like to be considered for a branded whitelabel dating site

For more information on how to be considered for a whitelable web site, please submit your request via the contact form.