Forgotten your login details? Retrieve them now

Frequently Asked Questions - Quick List

I want to stop repeated billings/delete profile from the site?

To remove your profile, you will need to speak to our customer service staff. You can do so either via the live chat on the membership page or our customer service number which is freephone from UK landlines.

To cancel via the support phone line or instant live chat, click your username on the upper righthand corner of the page and follow the dropdown menu to Membership. The live chat bubble will be on the bottom right of the page.

The phone line is available Monday to Friday 9am till 5PM (GMT). Outside these times, you are welcome to leave us a message and the customer service staff will pick them up and respond asap. Please remember to include your profile username, reason for calling, a phone number and email address, so they can get back to you.

Outside these times you can use the live chat assistance to cancel your billing subscription which is live Monday to Friday 9am to 5pm and 6pm until 11pm (GMT)

The help chat is also available on Saturday and Sunday 6pm until 11pm (GMT).


Why will you not accept my credit/debit card?

Our secure billing provider may decline credit/debit cards for a variety of reasons. One of them is a strict security policy, due to the nature of our site.

If you receive a "do not honour" message, please log off and on, then try again. Some members who receive this message complete their transaction on the second or third attempt. We also have two secondary billing providers; Netbanx and CCBill, which you can try if you are having problems with our main provider.


What are UKash payments? Can I pay monthly with Ukash? Why wont my Ukash voucher work?

UK members can pay with UKash vouchers, which are anonymous pre-paid vouchers which work in the same way as mobile phone top-up vouchers. We offer Ukash payments for for 9 and 15 month subscriptions. They have a much higher administrative cost than credit/debit billing, so we are unable to accept Ukash for monthly premium membership.

Ukash vouchers must be in GB£, for the exact amount, in order for the form to submit. You can convert your voucher to £ and split/combine vouchers so that you have one for the exact amount, using the tools section of their website  


I have upgraded, why my profile is still Classic?

It's possible that your card may have been declined (by your card issuer) after your transaction was processed. Also if you have more than one profile, your premium membership may be on a different profile.

If you believe your card has been charged please tell us the date of your payment, the name as it appears on your card and your profile username. We can then find your transaction in our database and sort the problem out ASAP.


I have forgotten my password?

You may retrieve your password using our "Forgotten password" service. You need only to type your username to the box and the system will send your password to the email provided within your profile. Password reminders are always sent, please check your junk mail folder as our mails are sometimes interpreted as junk by your email provider. Please add our email address to your safe sender/contact list to ensure that you receive all mails from us in future.

If you have forgotten your username, please let us know the email address that you used to create your profile, and we can then issue your login details.


I do not want to receive any more emails from you?

To stop receiving emails from us, please go to the ‘Settings’ page in your profile section. Go through the settings wizard and you can manage your options to receive promotional emails and message notifications.

You may also unsubscribe by clicking on the corresponding link at the bottom of any email that you receive from us.


My picture has not been approved, what's wrong with it?

My picture has not been approved, what's wrong with it?
My photo has been marked as "naughty", why?

General rules

NO photos containing children, email addresses, website urls, phone numbers, cartoons, logos or pictures of personal possessions will be passed. We only want photos that contain the members themselves.

When you upload a photo, it will be classified by our review team as either normal or naughty. For a photo to be passed as suitable for a main profile photo it must show either your face or full body. By full body, we mean it must show shoulders and finishes at the knees(at the very least), and also contain no nudity.

Photos showing genital nudity or explicit acts can be on your profile, just not as your main image.


How do I edit my profile?

Click on the "edit this section" button on your profile. Once you are happy with your profile, click on "save changes". Your profile headline must be at least 30 characters in order for the update profile page to submit. Please edit your profile so that your profile headline is long enough, and you will then be able to update your location.


I have deleted my profile, but still can see it in Google or other search engines?

This may happen because the page with your profile has been cached by Google and other search engines i.e. the info have been stored in their memory. Unfortunately we are unable to take further action and you will need to wait until Goggle crawls the site and removes the indexed pages.


I can't get into the chat room?

Please ensure that you have the latest version of Flash installed Please also delete all temporary internet files and cookies from your internet options tools menu, then restart your pc and try again.


Why have I been banned from chat?

You will have been banned from chat if you have been abusive to one of our chat monitors or another member, sent repeated Personal chat messages without permission or otherwise caused disruption to the room. If you are unsure why you have been banned, please let us know the date and approximate time that you were banned, and we can advise you.


Why am I not receiving emails/message alerts from this site?

Since your ISP probably uses some type of spam filter we ask that you add us to your trusted list of senders, contacts or address book. All also known as whitelisting.

If you do not see an email from The HubPeople in your inbox, due to the overzealous filtering by ISPs my email may have mistakenly been sent to your spam folder. Please open your spam folder look for it there, open it and mark it as "not spam"...

Please choose your ISP or email client and read following instructions.

ISPs: AOL, AOL Web Mail, Yahoo, Hotmail Live, Windows Live and MSN, Gmail, Earthlink, AT&T, Comcast

Email Clients: Outlook 2003 (or higher), Mozilla Thunderbird, Blackberrys

Spam Filters: Norton AntiSpam, McAfee Spamkiller, Barracuda Networks, Trend Micro PC-Cillin, Cloudmark SpamNet, CA Anti Spam, Mailblocks, MailShield, MailWasher, Oddpost, SpamAssassin, SpamFighter, ChoiceMail, SpamButcher, Spameater Pro Spam Inspector, Spam Interceptor, SpamPal, Spam Sleuth, Other providers


To make sure email gets delivered to your AOL inbox, you must add the email address or corporate domain of the sender to your Address Book or Custom Sender List.

  1. Click the "Spam Controls" link on the lower right side of your inbox screen.
  2. When the "Mail & Spam Controls" box appears, click the "Custom sender list" link.
  3. Choose the "allow email from [email protected]" option.
  4. Add the domain or email address you would like to receive mail from, then click "Add"
  5. Click "Save"
AOL Web Mail

If using AOL web mail replying to an email from The HubPeople will also work.

Email from that domain will now be delivered straight to your Inbox.

Yahoo! Mail

If you're not receiving email you are expecting, there are two things you can do:

  1. Use the "Not Spam" button in your Bulk folder.
  2. Create a filter to automatically send email from certain domains to your Inbox. This is the only way to really ensure delivery.

Report as "Not Spam"

  1. Check your Yahoo! Bulk folder
  2. If you see the email from The HubPeople, highlight it and click "Not Spam"
  3. This does not guarantee that your mail will be delivered in the future, but it does help.

Create a Filter

  1. Click "Options" in the top right navigation bar
  2. Select "Mail Options" from the list that drops down
  3. Choose "Filters" located on the left side of the page
  4. Click the "Add" button on the Filters page
  5. Choose the field you want to match in the incoming message. For example, "header" or "to".
  6. Choose the criterion by which you want a match to be made, such as "contains"
  7. Enter the text string to compare. For example: from The HubPeople
  8. Choose the destination folder to which you would like the message delivered. For example: Inbox

Hotmail Live, Windows Live, MSN

In the new Hotmail you must "Mark sender as safe" to enable hyperlinks even in text emails and images in HTML emails.

Entering the email contact in the address book or contacts no longer whitelists the sender

To ensure messages from specific email addresses are not sent to your Junk Email folder, you can do one of two things:

  1. Check the "Junk" folder if you do not see the Welcome to the site! in your inbox
  2. Click the "Mark as safe" link
  3. Add [email protected] to your Safe List
    Mark Sender as Safe
    Attachments, pictures, and links in this message have been blocked for your safety.

Show content

The HubPeople [email protected] - Welcome to the site!
From: [email protected] You may not know this sender. Mark as safe | Mark as unsafe
Sent: Thu 6/14/07 12:00 AM
Reply-to: [email protected]

  1. Click "Show content" to view the body of the email if it contains images and HTML
  2. Click "Mark as safe"
  3. The HubPeople will now be added to your list of "Safe senders"
Manually Add to Safe List
  1. Click "Options" in the upper right corner of your Hotmail screen
  2. In the Body of the page under "Junk e-mail" click the link "Safe and blocked senders"
  3. Click the link "Safe senders"
  4. Enter the email address "[email protected]"
  5. Click "Add to list"

To make sure email gets delivered to your inbox, you must add the email address [email protected] to your contacts list.

  1. Click the drop down arrow next to "Reply" in the upper right side of your inbox screen.
  2. Click the "Add The HubPeople to Contacts List" from the list that appears.
  3. You will now see The HubPeople appear under the link "Contacts" on the left side of the page.
  4. Click the link "Contacts" and the in the "Search Contacts" form field.
  5. Now you can select to move The HubPeople to a contact list of choice and edit any details.

Outlook 2003 (or higher)

Because of the various email platforms that can work with Outlook, it is tricky to tell you how to recieve all email to your Outlook inbox. We can tell you, however, how to make sure you can see all the emails you receive as they were intended to be seen - with images. If a company is not in your address book or "Safe Sender" list, your HTML images will not display.

To have HTML display correctly, users can:

  • Change their automatic download settings
  • Add sender to your address book
  • Add your email or domain to their approved sender list

To change settings:

  1. Right click on a non-displaying image in an HTML email
  2. Choose "Change automatic download settings" option
  3. When the popup comes up, uncheck the first box in the list that says "don't download pictures or other HTML content automatically
  4. Click "OK"

To add sender to address book:

  1. Open the email
  2. Right click on the from address
  3. Choose "Add to contacts" option

To add domain to safe sender list:

  1. Right click on a non-displaying image in an HTML email
  2. Choose "Add the domain to the safe sender list" option

If you are not receiving email at Earthlink, there are two actions you can take.

  1. Check "Suspect Email" folder
  2. Add to your address book

With Earthlink, if you have SpamBlocker turned on, suspect messages are automatically send to your Suspect Email folder if the domain is not in your address book.
Suspect Email Folder

  1. While in the "Suspect Email" folder, if you see The HubPeople...
  2. Select the "Move to Inbox and Add Contact" option from the pull down menu.
  3. This will add [email protected] to your Address Book for future email delivery assurance.

Address Book Inclusion

  1. Open the email.
  2. Click "Add to Address Book" in the email header.
  3. Use the "Address Book Editor" to verify the sender's contact details and click "save."
  4. Fill in [email protected] as the email address of the sender.
  5. Any mail sent with the same domain (right of the @ sign) will now be delivered to your Inbox.
  1. Open the email message from the sender you want to add to your address book.
  2. Click on the "Save Address" link (below) next to the "From Address.
  3. Check the "Add to Contacts" box (below) and click "Save.

  1. Click on the [Save Address]   link at the top of this message (it's next to From Address).
  2. For the field titled First Name, please enter The HubPeople
  3. Then click Save Entry and you're all done.

  1. Scroll up to the message header
  2. Get to the field where their name is listed, click the Berry button and then click Show Address
  3. Select and copy that [email protected] to the clipboard
  4. Go into Address Book and find the user
  5. Select Save
  6. Click to edit it, and then click the Berry button to add another email address
  7. Paste it in and click Save

Mozilla Thunderbird
  1. Click the Address Book button
  2. Make sure the Personal Address Book is highlighted
  3. Click the New Card button. This will launch a New Card window that has 3 tabs: Contact, Address and Other
  4. Under the Contact tab, copy and paste the "From" address, [email protected] into the email dialogue box
  5. Click OK

Norton AntiSpam
  1. Start up Norton AntiSpam
  2. Click the Status & Settings tab
  3. Click AntiSpam
  4. Click Configure
  5. Click Allowed List tab
  6. Click Add button
  7. In the 'Email Address' box, enter [email protected]
  8. Click OK
  9. Click OK

Trend Micro

If you received an email message that was incorrectly moved to the Spam Mail folder by the Anti-Spam Toolbar you can prevent this from occuring in the future.

The Anti-Spam Toolbar detects spam by looking for certain keywords in the email's subject or body and matching it with the anti-spam pattern file. Occasionally, it may detect what you consider legitimate email as spam.

To prevent this from occurring you can do either of the following:

  • Add the sender to the list of Approved Senders
  • Decrease the Spam Email Filter Strength

Note: You can also select the email and click Not Spam to report it to Trend Micro. However, this feature serves only as a reference when we develop our spam database, and it may not have an effect on how the toolbar detects spam.
Add the sender to the list of Approved Senders

  1. Open Microsoft Outlook or Outlook Express.
  2. Click the Spam Mail folder then select the legitimate email detected as spam.
  3. Click Approve Sender on the toolbar.
  4. Click Yes when the confirmation message appears.

Decrease the Spam Email Filter Strength
  1. Open Microsoft Outlook or Outlook Express.
  2. Click Trend Micro Anti-Spam then click Settings.
  3. On the Spam Filter tab, move the slider bar to select a lower filter strength.
  4. Click OK to save your settings.

McAfee Spamkiller
  1. Select Friends from the McAfee SpamKiller sidebar.
  2. Click Add a friend.
  3. Make sure All users at a domain is selected under Friend type:
  4. Type the domain name you want to whitelist under Address:
  5. To whitelist all our newsletters, type
  6. Optionally, enter a The HubPeople to help you recognize the domain under Name:
  7. Click OK.
  8. Click OK.

Barracuda Networks

The Barracuda Spam Firewall is a popular spam filtering solution. Barracuda uses several algorithms and processes to determine whether emails are spam. Occasionally, it will mark a legitimate message as spam. There are two methods to whitelist email senders so that the firewall will not quarantine future email.
Whitelist Quarantined Senders

  1. Open your email client. Barracuda should send you a summary each day listing quarantined items. Choose the most recent Barracuda email message.
  2. Locate the email from The HubPeople and the sender email address [email protected] that you do not want quarantined in the future. Click on the word "Whitelist," which is in green print to the right of the email title. This will open your list in a web browser.
  3. Click the box to the left of the email that you would like to whitelist. At the top of the page, click "Whitelist." Barracuda will not block or quarantine the sender whose email address appears on the whitelist.

Whitelist Senders and Domains
  1. Open your web browser. Navigate to your company's Barracuda firewall homepage.
  2. Click on the "Block/Accept" tab.
  3. Choose "Sender Domain Block/Accept." Enter the domain name from [email protected] to whitelist. For example, you can enter to allow all AOL addresses. You may enter a comment to remind you why you allowed this domain. Click "Add."
  4. Click your mouse on the "Email Sender Block/Accept" tab. Enter the email address of an individual sender that you want to whitelist, such as "[email protected]" Include a comment. Click "Add." In the future, Barracuda will not block emails from this sender.

Cloudmark SpamNet
  1. Select Cloudmark | Options... from the Cloudmark SpamNet toolbar in Outlook.
  2. Click Advanced.
  3. Go to the Whitelist tab.
  4. Click the Add button.
  5. Type: [email protected]
  6. Click OK.
  7. Click OK.
  8. Click OK.
  9. Click OK.
  1. Click the Addresses tab.
  2. Click New.
  3. Type: [email protected]
  4. Make sure 'Accept Mail From This Address' is selected under Receiving Options.
  5. Uncheck 'Display in People Picker' under Other options.
  6. Click Submit.
  7. Click OK.

  1. Click Friends from the toolbar.
  2. Click Add.
  3. Type: [email protected]
  4. Click OK.

  1. Click Tools, then Blacklist & Friends.
  2. Click Add... on the right, the Friends list side.
  3. Make sure Plain email address is selected.
  4. Type: [email protected]
  5. Click OK.
  6. Click OK.

  1. Check your 'Probably Spam' folder.
  2. If you see that Welcome to the site! was incorrectly filtered out
  3. Select it
  4. Click the 'Move to Inbox and Mark as Not Spam' button.

  1. Add the following entry to your user_prefs file, which is found in the .spamassassin subdirectory on your web/mail server
  2. whitelist_from [email protected]
  3. Save the user_prefs file or move the updated copy to your .spamassassin subdirectory.


Highlight the email from The HubPeople with the email address [email protected] to Whitelist.

Click "More" in the SPAMfighter Toolbar and select "Whitelist".

Here you can choose if you want to Whitelist the email address [email protected] or the whole domain.

To be sure that all emails from people in your Outlook contacts get through to you, you can import and Whitelist them.

To do this, follow these steps:

  1. Click "More" in the SPAMfighter toolbar.
  2. Then "Options"
  3. Then "Filter settings"
  4. Then "Blacklists & Whitelists"
  5. Then "Whitelist email address"
  6. Then "Import".
  7. Select your 'Address Book' and click on "Check all"
  8. Click "Add"
  9. Click "Apply"

If you get a pop-up box offering you to upgrade to SPAMfighter Pro it is because you have exceeded the limit of 100 addresses. You can fix this by buying SPAMfighter Pro or by deleting some of the addresses in your Black/White list. If you want delete addresses, please go to:

  1. Click More" in the SPAMfighter toolbar.
  2. Then "Options"
  3. Then "Filter settings"
  4. Then "Blacklists & Whitelists"

  1. Open ChoiceMail
  2. Click on the Senders tab
  3. Choose "Approve another Sender"
  4. Type in the sender email address [email protected]
  5. Click on OK

  1. Click the Configure button.
  2. Go to the Known Senders tab.
  3. Click Add under 'Known Good Senders and Recipients'.
  4. Type: [email protected]
  5. Click OK.
  6. Click OK.

Spameater Pro
  1. Click Filters from the sidebar.
  2. Click the Approved Senders tab.
  3. Click Add Filter.
  4. Type: [email protected] under Address.
  5. Choose 'Full Email Address' under Address Type.
  6. Select Email Domain.
  7. Click OK.

Spam Inspector
  1. Select Spam Inspector
  2. Then 'Manage Friends List' from either the Spam Inspector toolbar or from the Outlook menu.
  3. Make sure Email is selected under 'Add a New Friend'.
  4. Type: [email protected]
  5. Click the >> button.
  6. Click OK.

Spam Interceptor
  1. Follow the Trusted link under > Authentication Lists.
  2. Type: [email protected]
  3. Click OK.

  1. Click on the SpamPal system tray icon with the right mouse button.
  2. Click 'Add to Whitelist' from the menu.
  3. Type: [email protected]
  4. Click OK.

Other Spam Filters Not List Above....

If Welcome to the site! is being filtered, try adding [email protected] to your Address Book or Contact list.

If messages continue to be sent to your junk folder contact your ISP or spam filter application support and ask how to whitelist [email protected]


What are Mailbox icons for?

  •   There is media attached to the message.
  •   Sender does not match your Interests
  •   Auto-reply message. The user has setup an auto-reply to respond to this message.
  • admin  Sent by administrator. You can read or reply without any restrictions.
  • vip  Sent by VIP member. You can read or reply without any restrictions.
  • advisor Sent by advisor - This member is part of our ongoing feedback programme
  • top poster Sent by top poster - This member has a history of good quality content.
  •   Introduction. This member wants to proactively message matching members on this site (may not be just to you) in line with the promotional settings on their account.
  • Message has been detected as an identical message