Help Center :: FAQ for Registered Members

For dating advice, please click here.
To contact all other support, please click here.

Premium and Basic Membership
What is the difference between Premium and Basic membership?
What are the PremActive and Active Labels?
Do I have to pay to read messages?
I heard there is a financial aid program for Premium membership. Can you tell me more?
Can I send a message to a member of the same sex?

Photo Help
I just uploaded my photo but it is not listed on my profile. When will it appear?
Why are premium member only photos better than password-protected photos?
What is a password-protected photo? How do I see a password-protected photo?
I entered the password for the photo, but it does not seem to be working. Why?
I want to switch photo positions. How? Does it need to be re-reviewed?
My photo was rejected. Why?
I am having trouble uploading my photo. Can I e-mail it to you?
I do not have an electronic photo available. Can you scan it for me?

Other Technical Help
What is the member status box? Where can I find it?
I just registered but my profile is not listed in searches. Why not?
What is Block? How does Blocking work?
How do I contact another member?
Can I unsend a message if it has not yet been read?
Can I chat or IM with someone who is online?
Can you contact a member for me? The message remains unread!
Why is mail missing from my mailbox?
A member seems to have disappeared. Why?
How do I change or update my profile/description?
How do I change my e-mail address?
How come I am no longer receiving e-mail notifications at my personal e-mail address?
How do I get off the e-mail list?

Billing Questions
What is the subscription management page and where can I find it?
Which credit cards do you accept? Do you accept Isracard?
I paid by credit card but the system said further authorization is needed. Why? How long will it take?
I do not have a credit card. Are there other ways I can pay?
I paid by phone. Why has not my account been upgraded yet?
I sent payment in the mail. When will my account be upgraded?
Will my account be automatically renewed?
When will my account be renewed?
How is my Premium membership affected if I suspend my account temporarily?
My Premium membership was not automatically renewed. Why?
How do I cancel automatic renewal or Premium membership?
Why should I maintain Premium membership if there is no one I want to contact?
I cancelled Premium membership but my account is still listed as Premium. Why? Did I cancel correctly?
I forgot to cancel Premium membership so there is a charge on my credit card statement. What do I do?
Can I receive a partial refund for unused time?
I no longer need Frumster. Can I transfer the remainder of my Premium membership to my friend?

Registering on Frumster
I forgot my password. How can I be reminded?
I am married and no longer need Frumster. How can I remove my account?
How do I suspend or remove myself from the service?
Who is Frumster meant for?
What are the different Jewish outlooks on Frumster?
Can people undergoing a giyur (conversion) join the service?
Can separated people join the service?
Can I have more than one account on Frumster?
I am a shadchan/friend/relative of a single person and I want to register him/her. Can I?

Your Personal Information
My age is not correct on my profile. How do I change it?
Why do I need to provide Frumster with my real name and phone number when registering?
Can anyone see my e-mail address or my real name?
What is the display name?
Can I lie about my age, height or other personal information?

What is the difference between Premium and Basic membership?
Basic membership allows you to conduct advanced searches and lists you in the database. Premium membership allows you to send and read messages. Click here to see the complete comparison between Premium and Basic membership.^top

What are the PremActive and Active Labels?
Maintain a PremActive or Active label by logging in often. Profiles with these labels receive more messages from Premium members.

Profiles with 30 days of inactivity may not have these labels. Click to learn more.^top

Do I have to pay to read messages?
Only Premium members can read messages. As a basic member, you will receive a message notification letting you know who has sent you mail. You can view the profile of the Premium member who sent you mail. If the profile seems promising to you, you will need to upgrade to Premium membership to read the message. You can find the upgrade button on the top-right portion of the screen.^top

I heard there is a financial aid program for Premium membership. Can you tell me more?
Many Frumster couples have generously donated money to Frumster as a gift for our role in their simcha. These funds are used for a premium member upgrade program to those in financial need. Upgrades are preferentially rewarded to divorced women with children, students, and those living overseas. You may apply for a 60-day upgrade between the 23rd and the end of each month. Please see the bottom of the upgrade page for specific instructions.^top

Can I send a message to a member of the same sex?
Frumster does not allow you to send messages to individuals of the same sex. This policy reinforces the environment of Frumster of a dating-for-marriage service rather than a friendship network. If you see a profile that may be good for your friend, simply use the "Send to a Friend " button on the detailed profile view.^top

I just uploaded my photo but it is not listed on my profile. When will it appear?
When you upload a new photo, it is listed as "Under Review" and can take 1 business day to process. If the new photo is an additional photo and you already have a primary photo approved, the approval process will be much shorter; sometimes just a few minutes. The primary photo takes more time since this photo is manually processed into 2 separate files (large and small) and may be cropped or electronically enhanced in other ways.^top

Why are premium member only photos better than password-protected photos?
Premium member only photos provide an optimal combination of privacy and accessibility. Only paying members of the opposite sex who are logged in with their e-mail and password can see these photos. This targets publication of your photo to dating prospects while maintaining privacy from public browsing and other member browsing. Members often prefer this privacy option over password-protected photos because of the logistical hassle and awkward scenarios that may arise from asking for and receiving a photo-password after communication has already begun.^top

What is a password-protected photo? How do I see a password-protected photo?
Password-protected photos are a private photo option chosen by some members. To see a password-protected photo, you will need to obtain the unique password created by the member. You can either send a message to the member asking for the password or the member might volunteer this information to you in a message. Sometimes, a member places the password within the text of their profile. Once you have the password, simply enter it in the provided box and click submit or press enter on your keyboard. You need to be logged-in to view password-protected photos.^top

I entered the password for the photo, but it does not seem to be working. Why?
Please try entering the password again. Since the password is case-sensitive and is shielded on the screen, you may be mistyping the password and not know it. Also, there may be a rare glitch with certain web browsers that requires the correct password to be entered twice before the photo appears. So if you ever run into any trouble, just simply try entering the password a couple more times and the photo(s) should appear.^top

I want to switch photo positions. How? Does it need to be re-reviewed?
In order to make an additional photo your primary photo, you will need to upload that additional photo directly into the primary photo position. When you do this, your old primary photo will be replaced and all your photos will become listed as "Under Review". Also, if you add an additional photo, all your photos will be listed as "Under Review" until the new photo is approved. At this time, there is no way to avoid the re-approval process when you switch photo positions.^top

My photo was rejected. Why?
Frumster has a strict policy for primary photos. The primary photo should preferably be a head-shot of yourself with good clarity and it must be modest. Primary photos not conforming to Orthodox modesty standards may be rejected. If the resolution is high, we may be able to zoom in on your face for the small version of the primary photo and use the original image for the larger photo. If the photo resolution or lighting prevents your face from being seen clearly, the photo may be rejected. Also, there may be some compatibility issues with certain graphical formats. Please use .jpg or .jpeg format files under 600 kilobytes to avoid problems. If a photo is rejected, check your e-mail for specific details of why it was rejected.

We follow more liberal guidelines for additional photos so you can upload photos of pets, children, and other scenery. Additional photos are rarely processed in any way, so some lower resolution photos may be accepted as well.^top

I am having trouble uploading my photo. Can I e-mail it to you?
If you are having trouble uploading your photo, it is most likely because the photo is too large or is of an unusual graphics format. If this is the only photo you have and cannot provide a .jpg or .jpeg photo under 600 kilobytes, then you can e-mail the photo to us. Please e-mail the photo to photos@frumster.com and be sure to include your member ID and login password in the e-mail for security considerations. If you have any special instructions, please let us know in the e-mail. If no special instructions are included, the photo will be listed publicly.^top

I do not have an electronic photo available. Can you scan it for me?
If you do not have an electronic photo available, we will be happy to scan it for you, FREE of charge!
Please send the photo to:

Frumster, LLC
55 W. 39th St.
Suite 605
New York, N.Y. 10018
USA

Please be sure to write your member ID, name, and e-mail address on the back of the photo. Also, please indicate the status you would like for the photo (public, members only, password-protected including password).

If you would like your photo returned, kindly provide a self-addressed stamped envelope.^top

What is the member status box? Where can I find it?
The member status box is located near the top of the left-hand navigation bar. It is always located on every page as long as you are logged-in to the system. The information in this box is very useful. You should orient yourself to this status box since it includes direct links to relevant pages which makes navigation easier. The member status box includes the following information:

• Your Member ID and Display Name. This is how others will know you on Frumster since your real name and contact information is kept confidential.
• Your account type. Basic or Premium.
• Your account status. Under Review, Approved, or Suspended.
• Number of unread messages you have in your mailbox.

I just registered but my profile is not listed in searches. Why not?
New profiles do not immediately become public. There is a screening process that typically takes 1 business day after a new profile is registered. You may be called by a member of our screening staff during this time for an orientation to the service or to verify certain information. Once approved, you will see your status change from "Under Review" to "Approved" in the status box at the top portion of the left-hand navigation bar. You will also receive an e-mail letting you know that your profile has been approved. Once approved, you will be listed in searches.^top

What is Block? How does Blocking work?
There are 3 types of blocking:

E-mail Blocking
This feature is useful if a member sends you a message and you would like to prevent this member from sending you additional messages in the future. To activate, you will find a link below the incoming message that says, "Block [display name] from contacting you". After clicking this link, the member will be added to your "block list" (under the "messages" tab). The member can no longer send you a message unless you go to your block list and unblock him/her. You can also unblock a member directly from his/her detailed profile view.

Who Saw Your Profile Blocking
When you click on "profile", you will find an option called "blocking". If you turn blocking ON, then you may view profiles anonymously. If/when you turn blocking OFF; your anonymity will be removed for all profiles you ever saw. Similarly, if/when you turn blocking ON, anonymity will be added for all profiles you ever saw.

You cannot see who saw your profile when blocking is ON.

Who's Online Blocking
When you click on "Who's Online", you will find an option called "blocking". When you turn this feature ON, members will not know when you are logged on.

You cannot see who is online when blocking is ON.^top

How do I contact another member?
When you have run a search and found a member who you'd like to contact, use the message fields at the bottom of his/her profile page. When you click on the Send Message button, your message will appear in the member's Frumster message box. The system will then send an email message to the member, informing him/her that there is a message waiting for him/her on the website.^top

Can I unsend a message if it has not yet been read?
You cannot unsend a message that you have already sent.^top

Can I chat or IM with someone who is online?
Chat and IM are available for all members. However, basic members can only receive messages, not initiate them. The "Whose Online" feature lets you know which members are logged in and therefore who is most likely to receive and respond to your message in a timely fashion.^top

Can you contact a member for me? The message remains unread!
Frumster does not personally intervene to contact members. All communications must be initiated by members through the anonymous and secure Frumster messaging system.^top

Why is mail missing from my mailbox?
If a member deletes his/her account, any messages that member received or sent are deleted from all mailboxes on Frumster.^top

A member seems to have disappeared. Why?
A member will be removed from the Who Saw Your Profile page if the member activates blocking for that feature.

If a member suspends his/her account, the member will be removed from most lists with the exception of the Correspondence List and the Favorites List. Mail will remain in your mailbox from these members but you will not be able to respond. The full profile view cannot be accessed if the member is suspended.

If a member deletes his/her account, the profile and messages will be completely removed from the entire Frumster system. The profile will not appear on any lists and any messages sent to or from that member will be removed from your mailbox.^top

How do I change or update my profile/description?
Login to your account and click "Profile" on the top menu bar. Then click "Update Profile" on the left-hand navigation bar. This will take you to step 1 of the update profile form. Complete all steps of the form, making any changes you would like, and then re-submit your profile. You can also find a direct link to the update profile page on the member home page.^top

How do I change my e-mail address?
Follow the steps required to update your profile, inputting your new e-mail address. After submitting the updated profile with your new e-mail address, a confirmation link will be sent to the new e-mail address. The new e-mail address will only be recorded after you click this confirmation link. If you do not receive and click this link, the change will not take effect.^top

How come I am no longer receiving e-mail notifications at my personal e-mail address?
There could be a couple things causing this. First, make sure your current e-mail address is on record and confirmed with Frumster. If you changed your e-mail address, it does not take effect until you confirm it.

Also, new and constantly changing anti-spam software offered through your mail service may be blocking Frumster mail. Check to see if you have settings that allow you to place Frumster.com on an allow list. Sometimes this can be achieved by adding messages@Frumster.com to your address book. Even if this has been done, it is possible that not all e-mails will be delivered to you. E-mail delivery is not 100% reliable and any number of temporary glitches with your mail provider, host, ISP, the Frumster system, or the internet can cause some e-mails to never reach the intended recipient. You should therefore not fully rely on these notifications and you should occasionally login to Frumster to check for new mail.^top

How do I get off the e-mail list?
Frumster does not retain an e-mail list and we do not e-mail advertisements to members. Any e-mail sent by Frumster is official mail directly connected with your account. The only way to stop receiving these e-mails is to delete your account.^top

What is the subscription management page and where can I find it?
You can find the subscription management page by clicking "Premium" in the status box on the top portion of the left-hand navigation bar. You can also reach this section from the member home page under "Account Services" or by clicking "Premium" at the top of the member home page. The subscription management page lets you know when your Premium membership expires and allows you to fully manage your renewal options. Basic members do not have access to the subscription management page.^top

Which credit cards do you accept? Do you accept Isracard?
We accept USA- or internationally-issued Mastercard, Visa, American Express, or Discover. If the credit card is a local card, it is generally not accepted. You may try using your Isracard if this is the only credit card you have. In some cases, this card can be accepted after further authorization is obtained.^top

I paid by credit card but the system said further authorization is needed. Why? How long will it take?
A few credit cards have restrictions on their use and the credit card company requires us to make a phone call to ask for authorization. This is most common with credit cards issued outside the USA when making a purchase in the USA. Isracard transactions are usually rejected outright but in some cases, authorization may be required and granted. If authorization is granted, your account will immediately be upgraded. However, authorization is not always granted. You will be notified by e-mail if authorization is not granted.

This process may take anywhere from a few minutes to 1 business day. Transactions entered during regular business hours may take only 30 minutes or less to process. Regular business hours are 9am to 5pm on Mondays through Thursdays and 9am to 1pm on Fridays. All times Eastern Standard.^top

I do not have a credit card. Are there other ways I can pay?
You can pay by check, money order, or cash in US dollars. Foreign checks are not accepted. We are not responsible for cash payments that may be intercepted and stolen in the mail before it arrives to us. You will find instructions to make payment including our mailing address at the bottom of the upgrade/subscribe page.

Other options may be available, such as PayPal and Western Union. However, these services may have high fees associated with them. If you absolutely cannot pay by one of the standard options listed, please contact us through the support form and we will give you instructions on how to pay with PayPal or Western Union.^top

I paid by phone. Why has not my account been upgraded yet?
Payments made by phone may take up to 1 business day to process. This is particularly true if the order was placed outside regular business hours. If the call is placed during regular business hours, your account will usually be upgraded in 30 minutes or less. Regular business hours are 9am to 5pm on Mondays through Thursdays and 9am to 1pm on Fridays. All times Eastern Standard.^top

I sent payment in the mail. When will my account be upgraded?
Payments sent by mail may take several days to arrive at our office depending on where it is being sent from. Once received, these payments are processed on the same day and your account will be immediately upgraded.^top

Will my account be automatically renewed?
If you paid online with a credit card, your account will default to automatic renewal after your first purchase unless or until you change this setting. You can change this setting at any time by visiting the subscription management page.

If you sent payment in the mail or paid by phone, the automatic renewal option is not available.^top

When will my account be renewed?
If you purchased a 1-month subscription, the default setting for renewal is every 30 days. If you purchased a 3-month subscription, the default setting for renewal is every 90 days. Renewal will occur up to 1 day before the last day of your subscription cycle.

You can deactivate automatic renewal through the subscription management page at any time. You can also switch back and forth from a 30-day billing cycle to a 90-day billing cycle at anytime. The 3-month plan generally offers cost savings.

I paid by mail or phone. How do I know when to make my next payment so my service is not interrupted? Since auto-renewal is not available if you paid by cash, check, or phone, you will need to go the subscription management page to find out when your subscription expires. If you intend on sending payment in the mail, please do so at least 1 week prior to expiration to ensure uninterrupted service. If you intend on paying by phone, please call at least 1 business day prior to expiration.^top

How is my Premium membership affected if I suspend my account temporarily?
If your account is suspended on the day your account comes up for renewal, your account will not be renewed, even if you did not turn auto-renew off.

Your Premium membership is not extended by the number of days your account is suspended. Premium membership is for designated dates, regardless of what your account status or activity is during that time.^top

My Premium membership was not automatically renewed. Why?
If you had previously suspended your account and just reactivated it, you may have been returned to Basic status. This is because accounts are not renewed while they are suspended, even if auto-renew was not deactivated.

Other reasons your account may not have been renewed include an expired credit card, cancelled credit card, or other error received from the credit card company. In most cases, you should have received an e-mail letting you know about the error. In these cases, you will need to re-subscribe to activate Premium membership.^top

How do I cancel automatic renewal or Premium membership?
The best way to cancel Premium membership is to visit the subscription management page and turn auto-renew off. Be sure to either click the link that says "Click here to turn off auto-renew" or choose "Do not renew" from the drop-down box and click submit. If you are using the drop-down box to make the change, you must press submit for the change to take effect.

Your Basic membership will be maintained after you cancel Premium membership. If you are dating someone exclusively, you should suspend your profile. If you are engaged or married, you should delete your profile.

Because of security considerations, you cannot cancel Premium membership, suspend, or delete your profile by contacting us via e-mail or the support form. You must be logged into your account with your password and follow the above instructions.^top

Why should I maintain Premium membership if there is no one I want to contact?
Your profile will still be listed in the database if you cancel Premium membership. However, if you are single and serious about finding your soul mate, you should not cancel Premium membership. This is because Premium members prefer contacting other Premium members. The "PremActive" label at the top of your profile lets members know that you are a current or previous paying member and that you are serious about dating.^top

I cancelled Premium membership but my account is still listed as Premium. Why? Did I cancel correctly?
When you cancel Premium membership, it does not return to Basic status immediately. This is because you have already paid for Premium membership and have some time remaining on your account. Your account will return to Basic status after the last day of your current subscription period. To be sure you cancelled auto-renew correctly and to find out what the last day of your subscription period is, go to the subscription management page. You should see "Do not renew" as the default option under the drop-down box. Above that, you will find the last day of your current subscription period. If "Do not renew" is not chosen, please try canceling again - and be sure to press submit at the bottom of the page to record the change.^top

I forgot to cancel Premium membership so there is a charge on my credit card statement. What do I do?
If you no longer need Premium membership, please cancel Premium membership through the subscription management page. Your account will not be charged when the next billing cycle arrives.^top

Can I receive a partial refund for unused time?
There are added administrative costs that would be associated with a partial refund policy. In order to keep subscription fees low, we do not have and do not intend on offering partial refunds for unused time. This policy is clearly listed and agreed to along with our other billing policies when you submit your initial purchase order.^top

I no longer need Frumster. Can I transfer the remainder of my Premium membership to my friend?
We do not have a way to transfer unused portions of your Premium membership to other members.^top

I forgot my password. How can I be reminded?
If you've forgotten your password, go to http://www.frumster.com/forgot.php.^top

I am married and no longer need Frumster. How can I remove my account?
If you are married, you need to delete your membership permanently. You can do this from the Member Home Page under Account Services after you log in to the system. You must login to Frumster in order to remove your account. Your account cannot be removed by a request through the support form. Please click here if you forgot your password.^top

How do I suspend or remove myself from the service?
There are two ways to remove yourself from the Frumster service; to suspend your membership temporarily, or to delete it permanently. Both options are accessible from the Member Home Page under Account Services after you log in to the system.

Suspend:: When you do not want to appear on the service or use it, but plan on becoming active again later, suspend your membership. Your data is saved in the system, but nobody can find or view your profile. Messages that you have sent to other members remain in their message boxes so long as they don't delete them. However they can't respond to your messages as long as your membership is suspended.

Delete:: When you are sure that you never want to use the system again, you can delete your membership permanently. This removes all your data from the Frumster database, and deletes any messages you sent to other members. If you later decide that you want to rejoin, you must sign up as a new member, with no connection to an old membership.^top

Who is Frumster meant for?
Frumster is for Jewish singles who are serious about finding a marriage partner and building a Jewish home.^top

What are the different Jewish outlooks on Frumster?
You can choose between Jewish and Jewish Orthodox when joining Frumster. Jewish members may choose from Reform, Conservative, Conservadox, Traditional, Traditional & Growing, or Other.

If you join as Jewish Orthodox, you will have several observance categories you can choose from to best classify yourself. Because these labels may be understood differently in different parts of the world, we have published guidelines to help facilitate searches based on this important measure of compatability.^top

Can people undergoing a giyur (conversion) join the service?
Gerim (converts) are as welcome to join as Jews by birth. However, you must wait until the halachic giyur process is finished before joining.^top

Can separated people join the service?
Only unmarried individuals may join Frumster. If you are separated but not yet halachically divorced, do not try to join. You must also have a civil divorce to join. ^top

Can I have more than one account on Frumster?
No. Only one membership is allowed per person.^top

I am a shadchan/friend/relative of a single person and I want to register him/her. Can I?
No. Every member should be signing up by him/herself and represent him/herself only. If you know people who want to get married, do not sign up in their name or for them - just suggest to them that they sign up themselves. Do not act as an agent for anyone else.^top

My age is not correct on my profile. How do I change it?
When you first registered with Frumster, you entered your date of birth. This date of birth is used to automatically calculate your age. If your age is incorrect on your profile, it is because you provided an incorrect date of birth when you registered. Since your date of birth never changes, there is no option to edit this information.

If you think you may have registered with the wrong date of birth, and your age is subsequently listed younger than your true age, please contact us through the help form.

If you think you may have registered with the wrong date of birth, and your age is subsequently listed older than your true age, please send a copy of state or federally issued ID to 55 W. 39th St., Suite 605, New York, N.Y. 10018, USA. You may also send a fax to 212-898-0402.^top

Why do I need to provide Frumster with my real name and phone number when registering?
Frumster prides itself on running the most serious and sincere service. All profiles are screened not only for religious level, but for a sincerity in wanting to get married and a readiness to sincerely do so through the Frumster system. Providing your real name and contact information during registration adds another dimension of sincerity and accountability. Frumster may at times contact a member to verify the accuracy of a profile.

Can anyone see my e-mail address or my real name?
No other member can see your e-mail address, your real name, or your phone number. This personal and confidential information is not seen at any time by anyone except for the Frumster administrators. Any messages that are sent to you by another member are sent through the secure and anonymous Frumster messaging system. The system then sends a notification to your external e-mail address (delivery to external e-mail is not guaranteed; it is suggested that members logon to the system on occasion to check for new mail), informing you that you have a message waiting in your Frumster message box (on the website). The member sending you the message at no time sees your e-mail address, real name, or phone number. It is up to you if you wish to exchange e-mail addresses or other contact information with another member.^top

What is the display name?
Your display name is what other members see and how they identify you. Many people can have the same display name. You can change your display name whenever you want, by updating your profile.^top

Can I lie about my age, height or other personal information?
Members are expected to be truthful in their profiles; lying will not be tolerated. Nobody should be ashamed about their age or anything else. Anyone caught lying in their profile may be removed and banned from the service.^top