Help

index

Logging In
I’ve forgotten my login name
I’ve forgotten my password
I haven’t received my membership activation email
I’ve lost my membership activation email
How do I change my password?
How do I change my email address?
I can no longer access the email address I joined with. What should I do?

Profile & Photos
How do I edit my 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
Why has my photo been rejected?
Why can't I see some parts of my profile?
How do I remove my profile

Search
How do I search for other members?
How do I change my search?
How do I only search for membres with photos on their profile?
what other searches can I do?

Messages
How can I use my free messages?
How do I send a message?
How many messages can I send?
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?

Events
How do I find out about events in my area?
How do I find out more information about an event?
Why have I not heard anything about my event booking?
I want to advertise an event

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?
What is your refund policy?
Will I be automatically re-charged for membership?
Why are my card details not being accepted?
Can I pay any other way?

Bristol Social and Urbansocial
Who are Urbansocial?
Why is my payment receipt from Urbansocial?
How does the relationship between Bristol Social 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, on the login page, click the ‘forgotten login name’ link and enter your email address. The email address you enter will need to be same email you have registered with us. We will immediately send you an email with your login details.

I've forgotten my password

If you have forgotten your password, on the login page, click the ‘forgotten password’ link and enter your email address. The email address you enter will need to be same email you have registered with us. We will immediately send you an email with your password details.

I haven’t received my membership activation email

If have not immediately received your activation email and the email account your are using has a spam filter, please check your junk email folder. You may need to add support@urbansocial.com to your address book.

To have your activation email re-sent, please click ’re-send activation email’ on the login page and enter your email address. The email address you enter will need to be same email you have registered with us.

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. The email address you enter will need to be same email you have registered with us. 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, log into the site using your login and password details, and click on ‘Profile’ in the header menu. From here, select ‘change password’ in the left hand menu. Enter your current password, followed by your chosen 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’.

I can no longer access the email address I joined with. What should I do?

If you are no longer able to access the original email account you joined the site with, simply log into the site and change your email address, as detailed above. If you have forgotten your login details, and therefore cannot access the site as the emails are going to your old email account, please contact us at support@urbansocial.com to have your email address manually updated.

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 Bristol Social 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 Bristol Social 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 Bristol Social 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 Bristol Social, 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 Bristol Social. 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

How do I find out about events in my area?

Events are listed on Bristol Social in the Nights Out Secion of the site. From her, events can be searched for by location and event type.

How do I find out more information about an event?

For more information about an event that is listed or to book tickets to this event, please use the Book Now button or the booking details provided. All events listed are run by third party companies. For further information about any event, please contact the company directly.

Why have I not heard anything about my event booking?

All events listed on Bristol Social are run by third party partners. Bristol Social provides information about the latest events and how to book, but has no further involvement. Any matter relating to an event should be taken up directly with the third party partner in question.
Please do not email us directly about events.

I want to advertise an event

If you are running an event that you would like to advertise, please select the advertise an event option in the left hand menu on the 'Nights Out' section. There is a £15 charge to advertise an event, and all events are approved by the team for appropriateness before going live onto the web site.

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 Bristol Social, 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 Bristol Social, 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?

(Bristol Social): Our simple booking facility is fully secure and none of your credit card details are stored by us. Your 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?

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

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.

Why are my card details not being accepted?

If your card is registered overseas, you may find that you will be unable to make a payment with us. This is because we only accept cards registered in the UK and Australia. This is simply due to the level to the fraudulent payments we received from overseas cards. Please see below for other options of paying for a membership.

Can I pay any other way?

If you are unable to pay for a membership online, you can send us a cheque to the following address with the membership amount you wish to purchase. Please remember to include your membership details (login and password name) with the cheque, so that we can manually upgrade your membership when we receive your cheque. Cheques should be made payable to: Urbansocial, and should be sent to:
PO Box 570, walton, KT12 9DL.

Bristol Social 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(Bristol Social) you have joined.

How does the relationship between Bristol Social 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.