Nevada_Guy is offline Nevada_Guy Post #1  August 6,2009, 11:54am
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I have a few weeks left on my current subscription and it is set to auto-renew, so all should be grand. yes?
Well I am clicking away in my profile reviewing my matches as I do about once every two days.
I click on the "who has viewed me" and it says that I need to "subscribe to use this feature".
Everything else works fine (pictures, conversation threads, everything)

I go to eHarmony help and find nothing about it. So I attempt to initiate contact through email with customer service using the contact eHarmony help article and link.
I type in my question and hit submit and it says if you are sure you want to cancel your subscription blah blah.

Huh?!? I don't want to cancel...
I just want the subscription features I am already paying for.

Anyone else have this or a similar problem?
If so how can I fix it without canceling my subscription or waiting on hold with India for half an hour?

Thanks,
N_G
 
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tweet37 is offline tweet37 Post #2  August 6,2009, 12:01pm
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has all the tools and can........satisfy

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At the bottom of the sign-in page select 'Contact Us' and send them an e-mail.
 
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Nevada_Guy is offline Nevada_Guy Post #3  August 6,2009, 12:12pm
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tweet37 wrote :
At the bottom of the sign-in page select 'Contact Us' and send them an e-mail.
Did that, it is a circle... you click contact us it takes you to the help section and then to the contact eHarmony article and link.
That is why I came here to ask.
 
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pussinboots is offline pussinboots Post #4  August 6,2009, 12:26pm
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I am having the same problem today, but I don't have the time during work to call up Customer Service. Normally, you don't have to wait that long at all and you will be talking to someone in CALIFORNIA.

One other thing, why, oh why, are you on auto-renew? There are a number of specials out there when you are ready to renew.

[Also, you should still be able to contact them through email.]
 
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eH_Advice_Host_Kate is offline eH_Advice_Host_Kate — Advice Official Moderator Post #5  August 6,2009, 2:15pm

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Hi Everyone,

I’m very sorry that you’re having this experience. I had a feeling this issue was going to come up on the boards and I'm sorry we didn't post it first. This is a technical error on eHarmony’s side, and our technicians are currently working to fix this issue as soon as possible. We appreciate your patience, and if you are in the term of your subscription, you don’t have to worry about not being able to communicate or see photos. Only the Who’s Viewed Me feature is affected.

Whenever you need to contact our Customer Care department, you can send your message through the Help link which you will find at the bottom of the eHarmony home page: http://www.help-singles.eharmony.com

You can select the category that best describes your concern, and you will be prompted through instructions on how to send your inquiry. Just know that you must receive an incident number as a confirmation that we received what you sent. Once received, your question will be addressed within 24 hours. We are here 24 hours a day, 7 days a week.

Sincerely,

~Kate
eHarmony Advice Host
Last edited by eH_Advice_Host_Kate; August 6,2009 at 2:17pm.
 
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