Hi Jane, have you contacted our customer support team via the website? They are available nearly 24x7 and will be able to look into your account and provide you with an answer.

It's a typical situation, you are lucky if you haven't paid them yet. It was my "secret benefit" from them: I paid and they banned my profile (for no reason!) Instead of struggling with these scoundrels, I found something that really worked for me:
https://j4l.com/402007
This is where I found my girlfriend and it took only 3 months! I'm not advertising it, but I want to recommend this legit site to those guys who are sick and tired of various kinds of dating scam, because I know how frustrating it is to just keep loosing your time and money with absolutely no results until you find the proper place to look for your woman.

I have the same problem! Also my profile doesn't work! I've been trying to contact for over a week and nothing. They should have a live chat support or a number to call.