Official Answers to Frequently Asked Questions (FAQ) about eHarmony

eHarmony Blog has been receiving questions recently about matching basics, photos, communication and so forth. As it turns out, eHarmony has an official area for answers to these questions — it’s great and useful reading.

Here is the complete list of questions found in eHarmony’s Frequently Asked Questions (FAQ) area. Grab your official answers here.

If a “Already registered with eHarmony” page appears, this means eHarmony has deleted the answer from the Help system. If this happens, start over on the main Help page (the link called “Help” at the bottom of eHarmony pages) and research from there.

  1. How do I edit my About Me Introductory Information?
  2. How do I view the information my matches see about me?
  3. How do I close my account or delete my profile?
  4. (deleted)
  5. (deleted)
  6. How do I edit my occupation?
  7. How do I communicate with a match?
  8. What are the stages of Guided Communication?
  9. What advice do you offer when entering Open Communication?
  10. What is Open Communication?
  11. What is FastTrack?
  12. How do I send a Nudge?
  13. Why aren’t my matches responding?
  14. Are my matches notified of the match at the same time I am?
  15. Are non-subscribers counted as matches?
  16. How can I send in a photo of our success story?
  17. How can I update eHarmony on our success story?
  18. I have met my soul mate on eHarmony! How do I close my account?
  19. Where do I go to tell eHarmony of my relationship?
  20. How do I change my age preferences?
  21. How do I change my match preferences like distance, religion and ethnicity?
  22. How do I change my geographical search preferences?
  23. How do I turn matching on and off?
  24. Do you match on appearance?
  25. Do you match on income?
  26. How are my matches chosen?
  27. How does education figure into the matching process?
  28. How does height figure into the matching process?
  29. How does your match guarantee work?
  30. Why is body type not included in my match’s profile?
  31. Why is ethnicity revealed on the Match Details page?
  32. (deleted)
  33. (deleted)
  34. Why am I getting matches outside my search radius?
  35. Why can’t I see all my matches?
  36. What if I don’t like my matches?
  37. How do I increase my matches?
  38. How many members do you have in my area?
  39. Why don’t I have matches?
  40. How do I put my match on hold?
  41. How do I close a match?
  42. How do I view my match’s photos?
  43. How can I resize my photos using Windows?
  44. How do I edit my Caption?
  45. (deleted)
  46. What are your photo posting guidelines?
  47. How do I post a photo?
  48. Are users required to post a photo?
  49. (deleted)
  50. Why do I have to subscribe to see photos?
  51. Why is my photo displaying an error?
  52. Why can’t I see my photo?
  53. What is the Compatibility Profile?
  54. How do I view my Personality Profile?
  55. How do I share my Personality Profile with my matches?
  56. What if I do not agree with my Personality Profile?
  57. Can I retake the Relationship Questionnaire?
  58. What if I’m having trouble completing my Questionnaire?
  59. How do I clear my cache?
  60. (deleted)
  61. (deleted)
  62. (deleted)
  63. (deleted)
  64. Do those responding to inquiries have to pay?
  65. Are Gift Cards Refundable?
  66. Can Gift Cards be used for Cash Subscriptions?
  67. Can I use a promotional code with my Gift Card?
  68. How do I redeem my Gift Card?
  69. What if I have more questions about Gift Cards?
  70. Where is the PIN number on my Gift Card?
  71. (deleted)
  72. How do I use a promotional code?
  73. (deleted)
  74. (deleted)
  75. Is eHarmony a free service?
  76. What types of payment do you accept?
  77. Why is eHarmony more expensive than other sites?
  78. (deleted)
  79. What if I have a broken link in an e-mail you sent me?
  80. Why am I not receiving e-mail notices?
  81. How do I enable cookies?
  82. Why can’t I access your site with NetZero?
  83. (deleted)
  84. (deleted)
  85. Why won’t your system accept my Canadian postal code?
  86. How do I send correspondence to eHarmony via FedEx or UPS?
  87. How can I contact eHarmony?
  88. (deleted)
  89. What is PayPal?
  90. (deleted)
  91. (deleted)
  92. What is Bill Me Later?
  93. Can I transfer my eHarmony.com account to eHarmony.ca?
  94. What is the eHarmony Premium Personality Profile?
  95. (deleted)
  96. (deleted)
  97. How can I purchase the Premium Personality Profile?
  98. Can I leave the Premium Personality test in the middle and resume where I left off?
  99. How can I view my Premium Personality Profile?
  100. Can I get a refund for the Premium Personality Profile?
  101. (deleted)
  102. What is eHarmony Labs?
  103. (deleted)
  104. (deleted)
  105. (deleted)
  106. How do I get a refund?
  107. How do I access the 5 Keys to Success Video?
  108. (deleted)
  109. (deleted)
  110. (deleted)
  111. What is Match Rating?
  112. (deleted)
  113. (deleted)
  114. What is eHarmony Secure Call?
  115. When is eHarmony Secure Call available?
  116. Can I use my cell phone with eHarmony Secure Call?
  117. How do I make an eHarmony Secure Call?
  118. How will I know when a match is requesting a Secure Call with me?
  119. How do I accept an eHarmony Secure Call authorization request?
  120. How do I decline an eHarmony Secure Call request?
  121. What if I receive a call from a match whom I would like to speak with but I am unable to take the call at that particular time?
  122. What if I receive a call from a match whom I do not wish to speak with at any time? Is blocking a match the same thing as closing a match?
  123. Why was I blocked from calling a match?
  124. Is there any way to leave a voicemail for my match?
  125. Can I talk to the same match using different phone numbers at different times?
  126. (deleted)
  127. How do I purchase Secure Call?
  128. (deleted)
  129. How can I change my phone number that is used to make and receive calls?
  130. (deleted)
  131. If I purchase a subscription, can I place it on hold?
  132. (deleted)
  133. (deleted)
  134. Why am I having technical difficulties logging into my account?
  135. Why am I experiencing difficulties accessing the Success Story videos?
  136. What is RelyID?
  137. How do I purchase RelyID?
  138. (deleted)
  139. (deleted)
  140. Can you see my authentication questions and answers?
  141. Will my RelyID status ever expire?
  142. (deleted)
  143. Is RelyID available to residents outside the United States?
  144. What is eHarmony Parenting
  145. How can I unsubscribe from eHarmony’s promotional e-mail distribution list?
  146. (deleted)
  147. (deleted)
  148. Why am I not receiving eHarmony e-mail notifications?
  149. What is a Photo Nudge?
  150. How do I send a Photo Nudge?
  151. How do I reply to a Photo Nudge to upload my photo?
  152. How do I reply to a Photo Nudge to share my photo?
  153. What if I no longer wish to receive Photo Nudges?
  154. What is Photo Wizard?
  155. (deleted)
  156. (deleted)
  157. What is Preferred Communication Type?
  158. What are the 29 Dimensions of Compatibility?
  159. Does Dr. Warren or eHarmony offer counseling services?
  160. (deleted) — This is probably the same-sex question
  161. Why do you not you accept separated members?
  162. What is eHarmony Advice?
  163. (deleted)
  164. (deleted)
  165. (deleted)
  166. (deleted)
  167. How do I resize my photos using Vista?
  168. How do I change my username?
  169. How do I change my name as it appears to my matches?
  170. I forgot my password, how do I log into my account?
  171. How do I edit my About Me or profile information?
  172. How do I edit my Introductory Information?
  173. How do I edit my General Information?
  174. How do I change my age or date of birth?
  175. I accidently closed a match, can I re-open it?
  176. How do I delete a match from my list of matches?
  177. Why am I not receiving e-mail notifications?
  178. (deleted)
  179. Why can’t I login into my account?
  180. (deleted)
  181. Why am I having trouble completing my Questionnaire?
  182. Is My Computer Compatible with eHarmony?
  183. Why did I timeout while writing a message?
  184. How do I clear my cache?
  185. I am an Embarq subscriber, why can I not login to my account?
  186. (deleted)
  187. Why am I getting matches outside of my current settings?
  188. How do I change my age preferences for my matches?
  189. Why won’t your system except my Postal Code?
  190. How can I contact eHarmony?
  191. (deleted)
  192. (deleted)
  193. How do I locate the verification code on my credit card?
  194. Why am I recieving a Blank Page when logging into my account?
  195. (deleted)
  196. (deleted)
  197. What is Icebreakers?

Canada

  1. How do I get a refund?
  2. Why did my eHarmony subscription automatically renew?
  3. How do I turn off auto-renew?
  4. How do I turn on auto-renew?

Australia

  1. How can I unsubscribe from eHarmony’s promotional e-mail distribution list?
  2. How do I change my age preferences?
  3. How do I change my e-mail address?
  4. How do I change my geographical search preferences?
  5. How do I send correspondence to eHarmony via overnight post?
  6. How much does an eHarmony membership cost?
  7. I forgot my password, how do I log into my account?
  8. Is eHarmony Australia a free service?
  9. What are your photo posting guidelines?
  10. I forgot my username or password, how do I log into my account?
  11. My match has multiple photos posted, why am I experiencing an error when viewing them?

Corporate FAQs

  1. What is eHarmony?
  2. How is eHarmony different from other online dating websites?
  3. What is eHarmony’s mission?
  4. Who founded eHarmony?
  5. When was eHarmony founded?
  6. Why was eHarmony founded?
  7. What is Dr. Warren’s current role at eHarmony?
  8. Who is on eHarmony’s Board of Directors?
  9. Who is part of eHarmony’s Management Team?
  10. Who are eHarmony’s shareholders?
  11. In which countries does eHarmony currently operate?
  12. Does eHarmony modify the compatibility model so it translates to singles in other countries?
  13. Why does eHarmony invest in scientific research?
  14. Does eHarmony have a research team?
  15. What other services does eHarmony provide?
  16. What is eHarmony Labs?
  17. What is eHarmony Advice?
  18. What is eHarmony Marriage?
  19. Does eHarmony have a blog?
  20. Are the couples on your commercials real eHarmony users or actors?
  21. How many couples marry after meeting on eHarmony?
  22. How are you able to determine the number of marriages in the U.S. that have resulted from eHarmony matches?
  23. How many registered users does eHarmony have?
  24. How diverse are eHarmony users?
  25. How does eHarmony’s matching service work?
  26. How long does it take to complete the questionnaire?
  27. How can the questionnaire determine compatibility?
  28. Why are dimensions of compatibility important?
  29. What are examples of dimensions of compatibility?
  30. What are the Communication Stages?
  31. What are some examples of questions in the Communication Stages?
  32. What is Open Communication?
  33. What is FastTrack?
  34. What steps does eHarmony take to ensure the safety and security of its subscribers?
  35. Does eHarmony conduct background checks on its users?
  36. Why does eHarmony not have matches for everyone?
  37. Why does eHarmony not accept married or separated members?
  38. Why does eHarmony have a premium price?
  39. How do I subscribe to eHarmony’s Singles Matching Service?
  40. How do I contact Customer Care?
  41. Who do I contact if I have a press inquiry?
  42. How do I place advertising on eHarmony?
  43. I met my spouse on eHarmony! How do I share my Success Story?
  44. How do I apply for a job at eHarmony?
  45. Where can I learn about the eHarmony’s policies, rules and regulations?

(Updated 15 March 08: added nos. 675-732 and Canada and Australia)
(Updated 31 July 08: added corporate FAQs)

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Comments 16

  1. ckrening wrote:

    I am unable to get onto eHarmony’s website, I am blocked at work. I do not have a computer at home. I cancelled my account in April of 2007 – and they are STILL charging my bank account. Dr. Neil Clark Warren owes me $500.00. Anyone have ANY ideas on how I might resolve this?

    Posted 21 Feb 2008 at 4:03 pm
  2. Agirl06 wrote:

    @ckrening: not sure where you were previously accessing eH, but at this point if logging in to cancel at the local library isn’t an option for you, calling is your best bet to stop the charges.

    Posted 10 Mar 2008 at 8:50 pm
  3. nadja wrote:

    eharmony only has visa and credit card options. i dont have either. how can i pay by debit? where can i get a eharmony gift cards?

    Posted 25 Mar 2008 at 1:58 pm
  4. Anonymous wrote:

    See What types of payment do you accept? I remember seeing looong ago that they accepted money orders or check payments by mail. I don’t know if this is still the case.

    Bryce

    Posted 25 Mar 2008 at 2:46 pm
  5. waldo wrote:

    How do I stop getting emails, I can’t get into this website, this is the first site I have found that comes even close to request my email be removed. I can’t get into any of the other links!

    Posted 17 Jul 2008 at 4:09 pm
  6. eHarmony Blog wrote:

    Waldo, have you tried searching eHarmony Blog for the answer?

    Posted 19 Jul 2008 at 12:50 pm
  7. waldo wrote:

    This is the only site embarq has let me get on except for the site I entered my email in. I keep getting freaking emails to complete my profile, but can’t do that, can’t discontinue, can’t go any place but here…gahhhh…just want these emails stopped.

    Posted 19 Jul 2008 at 1:55 pm
  8. eHarmony Blog wrote:

    Call them at 800-648-9548. We’ve seen removal instructions on the bottom of those “complete the questionnaire” emails — don’t they work?

    Posted 19 Jul 2008 at 3:03 pm
  9. embarq_lamont wrote:

    Hello waldo,

    This is a message from Lamont with Embarq Customer Support. I read your concern about not being able to browse. Please send your phone number in an email and I will see if I can research why you are unable to browse. Thank you for using Embarq, your complete communications solution.

    Lamont L.
    Embarq Customer Support
    embarq_lamont@embarq.com
    For additional support please visit http://www.embarq.com/freetv or call 1-877-646-3282
    Voice | Data | Internet | Wireless | Entertainment

    Posted 22 Jul 2008 at 6:41 am
  10. Roger Boden wrote:

    I posted a wrong e-mail address initially (rboden@gmail.com) but have subsequently made the correct changes – However the e-mail responses are still going to my daughter in law at rboden@gmail.com

    Could you please assist me and making the necessary changes to rboden007@gmail.com
    Many thanks. Kindly respond. Roger Boden

    Posted 23 Sep 2008 at 2:40 pm
  11. embarq_lamont wrote:

    Hello Mr. Boden,

    I am glad to hear that you are able to access and browse. Unfortunately since the email addresses that you have provided are gmail addresses I am not able to make the changes for you. The information on this site will need to be updated to show the correct address that mail should be going to. If you have already changed the address on your account on this site then the site technical support will need to see why mail is still forwarding to your daughter in law’s address. Please let me know if I can provide any additional assistance.

    Lamont L.
    Embarq Customer Outreach
    embarq_lamont@embarq.com
    For additional support please visit http://www.embarq.com/rescueit or call 1-877-646-3282
    Voice | Data | Internet | Wireless | Entertainment

    Posted 24 Sep 2008 at 10:23 am
  12. Katie wrote:

    I can’t access the eharmony website from my home computer. I use window xp

    Posted 02 Nov 2009 at 8:14 pm
  13. eharmonyblog wrote:

    Katie, try www.eharmony.com , not eharmony.com .

    Let us know what happens.

    Posted 02 Nov 2009 at 9:03 pm
  14. Gerry wrote:

    Hi, I unsubscribed from notifications, but I keep getting emails from the eharmony blog thread I posted. It’s a great blog, I just don’t want to get notified everytime someone comments on coupon codes. Can you help me unsibscribe successfully?

    When I click on the unsibscribe link on the email I get sent by you, it takes me to the page that is a subscription manager that says
    “XXXXXXXX@aol.com is not subscribed to any posts on this site.”

    But I still keep getting emails. Can you help?
    Thanks,
    G

    Posted 05 Jan 2010 at 11:04 pm
  15. eharmonyblog wrote:

    Gerry, it must be a bug on the subscription manager. I have removed your email address from the entire database. Sorry for the inconvenience. I hope you visit us again soon.

    Posted 06 Jan 2010 at 5:55 am
  16. Jodes wrote:

    I have repeatedly encountered the following issue – does anyone have any guidance? When I first log into eHarmony, it takes me to my home page where it lists who has viewed my profile. Sometimes, I see that member’s photo on my home page. But when I click on them and open their profile, there are no photos available to view. I thought maybe they were new members and their photos hadn’t been approved yet, but even when I try again after a few days, I can’t see any photos. What’s the deal?

    Posted 27 Oct 2010 at 8:53 am

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