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Hookup Frequently Asked Questions
GENERAL QUESTIONS REGISTRATION QUESTIONS ACCOUNT QUESTIONS PAYMENT & BILLING QUESTIONS PROFILE AND PHOTOGRAPH QUESTIONS PREMIUM MEMBERSHIP QUESTIONS MAILBOX QUESTIONS
Answers

1. How do I contact tryhookup.com?
If you have questions that are not answered by this FAQ, you may contact us via email at support (at) tryhookup.com. We will respond to you as soon as possible, but no later than 24 hours.

2. Is there toll-free or telephone support?
No. At this time, we do not provide telephone support. We are trying to keep our costs down, so the only way to reach us is via email.

3. What does Login Location on the Profile mean?
The Login Location is a new feature available to Premium members only. Over the past few months we have been asked by many of our members to help them weed out potential spammers. The Login Location displays the actual geographical location of the member based on his or her IP Address.

NOTE: Please note that while the geographical information is provided as a reference, they are by no means accurate. For example, a member who is using a Proxy server to access our website will show the geographical location of the Proxy server and not his/her actual location.

4. Why didn't I receive my Activation e-mail?
If you did not receive your Activation email, there may be two reasons. First, you may have provided us with an incorrect email address. Please check your email address and make sure you registered using the correct email. Second, your email provided may have moved your Activation email into your SPAM folder. Please check your SPAM folder. If you did not receive your Activation email, try to login, and you will be asked if you would like your Activation email resent to you. If you continue to fail to receive your activation email, please contact us via email at support (at) tryhookup.com.

5. Can I advertise my services (e.g. escort, dating services)?
No. You may not advertise your services on tryhookup.com. Anyone caught doing so, will have their account cancelled and will be banned from using our website. Please do not advertise your dating services or escort services on our website. Advertising such services violates our User Agreement, and as such you may be accessing our website without authorization or permission from us. Unauthorized access is a felony offense, and we reserve the right to seek legal action against you.

6. How do I cancel my Account?
To cancel your Account / Membership, simply log into your account. Select "Account" on the menu, and you will see an option to delete and cancel your Account and membership. Please do not write to us to request cancellation of your account. To cancel your account, you must do it yourself.

7. Why my Account doesn't exist? I did not cancel.
Your account may be suspended, cancelled or deleted without prior notice if you are found violating our User Agreement. Examples of such violations include spamming, suspicious activities, use of a stolen credit card, harassing other members, advertising other services, or other abuses.

8. I forgot my Password, what can I do?
If you forgot your password, you may ask the website to email you your password. Click on this link: PASSWORD REMINDER. You will be asked to provide the email address, afterwhich you should receive your password via email. If you do not receive your password, be sure to check the SPAM area of your mailbox. Sometimes, emails generated automatically by our server may be classified as spam by your email program.

9. Why am I not able to login with my username/password?
There may be many reasons why you are unable to login with a correct username or password. First, be sure to check that you have spelled your email address and password correctly. Do not add a [SPACE] behind your email address. Be sure that your email and password is entered as you provided (i.e., the system is CASE sensitive). If you tried that, and you are still unable to log into the system, please send an email to support (at) tryhookup.com describing the problem you experience.

10. Will "tryhookup" show on my Credit Card Statement?
It depends on which payment option you choose. If you choose to process your payment via MULTICARDS, the following will appear on your credit card statement: "WORLDEMAIL.COM/RETAIL" or "2BUYSAFE.COM". However, if you choose to process your payment via SEEKINGARR, then "SEEKINGARR will appear on your credit card statement (along with our telephone number). Although, "tryhookup" will never appear on your credit card statement, if you wish for this charge to remain anonymous, you may want to choose to pay with the MULTICARDS option.

11. Can I pay by Money Order or Casher's Check?
Yes. We accept payment by Money Order or Cashiers Check. You must make the check payable to "InfoStream Group Inc." and mail in your payment to: c/o Billing Department, InfoStream Group Inc., 297 Kingsbury Grade, Suite D, Box 4470, Lake Tahoe, NV 89449-4470. Please allow at least 2 weeks for your payment to be received. Once your payment has been received, we will upgrade your account and notify you by email.

12. If I am not happy, can I get a Refund?
No. We DO NOT offer refunds. All sales are final and there are no exceptions. The purpose of the FREE trial is for you to test run our website. So, please be absolutely sure before you pay us for a Premium membership. Once you pay for an upgrade there will be no refunds.

13. Why a NO REFUND policy?
Our credit card processing company charges us a commission on all transactions (sales or refund). Since we have to pay them for each sale, and again for each refund, we will lose more money if we were to issue refunds. As such, we have a NO REFUND policy. We do allow you to try out our website for FREE, that way you can be sure before you buy. But we will not issue a REFUND once you have purchased an upgrade. There are NO EXCEPTIONS to this policy.

14. Why is my Profile denied?
All profiles must meet our guidelines. Empty profile (i.e., profiles where description of yourself or what you are looking for is blank) will be denied. In addition to making sure that profiles have meaningful content, profiles must not contain personal contact information - including email, phone number, address or websites. Our staff members read all profiles submitted, so please do not try to code your contact information into the text of your message. We will find it and your profile will be denied.

15. Why am I having trouble uploading my photos?
We only accept JPEG, JPG, GIF or PNG format photos, and the photos must be under 150KB. If you have a photo that is not in JPEG, JPG, GIF or PNG format, or is larger than 150KB, you may use a graphical program (such as PAINT) to change your photo format or resize your photo. Once you have converted your photo to JPEG, JPG, GIF or PNG format and under 150KB, you should have no trouble uploading it. If you still experience difficulties, you may email your photo to support (at) tryhookup.com, and include your username (email) and password. We will be happy to upload your photo(s) for you.

16. Why is my Photograph denied?
Please make sure that the photograph you submit meets our guidelines. The first photograph you submit must be a picture of yourself. Photos which has nothing to do with you (for example, a scenery or animal) will be denied. Copyrighted photographs or pictures of celebrities will be denied. All photographs must be G-rated -- that means absolutely no nudity. Pornographic content will not be allowed on our website and such photos will be denied.

17. How long does it take for my Profile / Photo to be approved?
If you just updated your profile, or uploaded a photo, it is entered into a queue for approval. It typically takes up to (but no more than) 24 hours for your Profile / Photo to be reviewed by one of our staff members, however, it will most likely be quicker. Profiles from Premium members receive the highest priority and will be approved first. Also, profiles with more photos uploaded will receive higher priority for approval than profiles with less or no photos. You will receive an email notification once your profile has been approved. However, you will NOT receive an email notification when your photo is approved.

18. How do I know if a Profile is a Premium Member?
Premium profiles appear ORANGE, whereas Standard profiles appear LIGHT BLUE.

19. How do I get my profile to appear first in a search?
Premium member profiles receive the highest priority and will appear before Standard member profiles in searches. In addition, profiles with more photos uploaded will receive higher priority than profiles with less or no photos uploaded. To improve your listing, we suggest upgrading to a Premium Membership and uploading 3 photos.

20. When does my Premium Membership expire?
The expiration date of your Premium Membership is clearly displayed on the Member Homepage. Date and time on our system is recorded in EST (Eastern Standard Time) -- i.e., the time in Boston and New York. Please note that you will be able to access your Premium Membership up until your expiration date, but not on the day of expiration.

21. What happens when my Premium Membership expire?
When you log in after your Premium Membership expires, you will be notified that your membership has expired, and your membership will be reverted back to a Standard Membership.

22. How do I extend or renew my Premium Membership?
You cannot extend or renew your Premium Membership until your Premium Membership has expired. After your membership expires, the upgrade links will appear and you will be able to Upgrade your membership again.

23. What does the RED CROSS in my outbox mean?
Messages you send are delivered instantaneously. The RED CROSS beside each message in your outbox indicates that the recipient of the mssage has either not read the message, or has deleted the message without reading it.

24. How do I know if an email I sent has been read?
Once an email you sent has been read, a GREEN CHECKMARK will appear in place of the RED CROSS beside the message in your outbox.

25. Can I block another member from contacting me?
YES. You will need to receive a message from the member before you can BLOCK the member. To BLOCK a member, open any message you received from that member and click on the BLOCK USER button. Once you BLOCK a member, he or she will not be able to send you any more messages.

26. How do I remove a member from my Block List?
Click on the MAILBOX menu, then click on "Manage Your Blocked User List". To REMOVE a member from your block list, click on the X button beside that specific member in your Blocked List.


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