Member support email
General questions, profile help, and feature guidance. Write to [email protected] from your registered email for the fastest verified reply.
Concierge support
Contact the OnlineSugarDating support studio
A real human reads every message. Average reply time is under 24 hours for account inquiries and under 2 hours for verified safety reports. Choose the channel below that fits your request.
VERIFIED • DISCREET • RESPONSIVE
Direct channels
How to reach our team
Email remains the fastest path to our concierge team. Calls and visits are scheduled by appointment only to keep member conversations confidential.
Headquarters address
OnlineSugarDating Studio, 1209 Orange Street, Wilmington, Delaware 19801, United States. Visits by scheduled appointment only - email ahead to arrange.
Press & media
Editorial, interview, and brand-asset requests go to [email protected]. Include outlet name, deadline, and angle for a same-day turnaround.
Availability
Support hours and response times
Our concierge team operates from Wilmington, DE on US Eastern Time. Safety escalations are monitored around the clock, every day of the year - including holidays.
| Day | Live concierge (ET) |
|---|---|
| Monday - Friday | 6:00 AM - 12:00 AM |
| Saturday | 8:00 AM - 10:00 PM |
| Sunday | 10:00 AM - 10:00 PM |
| Safety hotline (email) | 24 / 7 / 365 |
Average response by request type
< 2 hrs
Safety reports and account-takeover concerns
< 24 hrs
Account, profile, and verification help
< 48 hrs
Billing adjustments and refund reviews
< 72 hrs
Press, partnerships, and B2B inquiries
Pick a channel
Choose the right channel for your inquiry
Routing your message to the correct inbox cuts response time in half. Each address below reaches a dedicated specialist, not a shared queue.
Account help
Login, verification, profile edits, and Smart Match preferences. Write to [email protected].
Billing & refunds
Premium membership, discreet billing descriptors, and receipts. Write to [email protected].
Safety reports
Suspicious profiles, scam attempts, or harassment. Email [email protected] for a confidential review.
Partnerships & B2B
Affiliate, integration, or media partnerships. Reach out to [email protected] with a brief proposal.
Quick answers
Quick answers before you write us
Roughly 60% of incoming messages match one of these three questions. Skim them first - you may have your answer in under a minute.
How do I reset my password or recover my account?
Use the Forgot Password link on the login screen and check the inbox of your registered email. If the reset message does not arrive within 10 minutes, email [email protected] from the registered address with the subject line "Account recovery" and our team will verify your identity manually.
Can I delete my account and remove all data?
Yes. Open Settings → Privacy → Delete Account inside your dashboard, or email [email protected] requesting deletion. All personal data is purged within 30 days, in line with our privacy policy and CCPA/GDPR obligations.
How do I report a suspicious profile or message?
Tap the three-dot menu on any profile or conversation and select Report. For urgent safety concerns, email [email protected] - average response is under 2 hours, 24/7. Read our safety guide for prevention tips.
Helpful resources
Helpful resources
Two pages cover roughly 80% of pre-signup questions. Skim them before reaching out and you will likely find your answer.