If you have an issue, please send an email to [email protected] from the email associated with your TheSugarBook account and someone from our dedicated support team will reply back within 24-48 hours.

Most Popular Questions

I made a payment - why is my account not upgraded?

There could be several reasons why your account was not automatically upgraded upon payment and it most likely could be due to your payment not going through. Therefore, please provide [email protected] with your Google Play or iTunes receipt to verify the payment.

Why can't I message others?

You need a fully approved profile and a public photo to start messaging.

How long does it take for my profile to be approved?

Please be patient, photos and profiles enter the approval process in the order they were received. This usually takes 24 hours, however if the site is experiencing a high volume, this process may take up to 48 hours. If your profile or photos are taking longer, please visit your account Profile and make sure every section is 100% complete.

NOTE: If you have not completed all required sections, your profile and/or photo(s) will not be able to enter the approval process.

Why was my account suspended?

If your account was suspended, a hold was placed due to suspicious account activity. Your profile and photos will be saved, but you will not be able to use the site, and other members will not be able to view your profile. Messages sent to your account will still be received, but cannot be accessed unless the suspension is fully reviewed and granted by Customer Support. Reasons for account suspension can include:

  • Reports by other members about your profile or conduct
  • Abusive, vulgar or sexually explicit language
  • Asking for money up front or in advance of your date
  • Using our site as an escort, or using the Service to solicit clients for an escort service
  • Using our site to promote, solicit, or engage in prostitution
  • Promoting or advertising a business
  • Selling pictures, videos or cam sessions
  • Soliciting passwords, bank information or other personal identifying information for commercial or unlawful purposes from other users
  • Posting any false, misleading, or inaccurate content about yourself and/or your profile
  • Having multiple active accounts
  • Creating a profile if you are under the age of 18
  • Posting or sending material that exploits people under the age of 18 in a sexual or violent manner, or solicits personal information from anyone under 18
  • You have disputed a payment that appears as EDVBK

NOTE: We reserve the right to suspend accounts for any reason whatsoever, as outlined in our terms and conditions.

How do I delete my account?

You may deactivate your account by following these instructions:

  • Log into your account
  • Click on your thumnail photo in the top right corner
  • Select Settings from the drop-down menu
  • On the bottom of the page, click the “Deactivate Account” link.
  • Choose which option you would like.

General Questions

Can I restore my deleted messages?

Unfortunately, the option to restore messages is not available.

I did not receive an activation email, can you re-send it?

Activation emails may take a few minutes, please be patient. Please check your spam/junk mail folder for the activation email. Occasionally email providers will automatically mark our messages as spam. If you do not see an activation email in your spam/junk folder, please contact Customer Support with an alternate email address so we can change it to the email associated with your account.

I forgot my password!

You can reset your password HERE. Be sure to input the email address you used to create your account.

Tip: Check your spam/junk mail folder if you do not see a prompt password reset email. Occasionally, email providers will automatically mark our messages as spam.

Can I change myself from a young lady to gentleman or wealthy lady? (Change your account type)

If you signed up with the wrong account type for your own profile, please contact Customer Support and let us know which account type you would like.

I'm a young lady that's in college. How do I receive a free Premium membership?

To be upgraded to a Premium College young lady account, you must change your account email address to your university email address. Usually these email addresses end in .edu.

If your university email address ends in something other than .edu, and if after changing the email address associated with your account, if does not automatically upgrade your account after activation, please contact Customer Support with your university email address and we will check to see if your university email address qualifies for the upgrade.

To change the email address on your account, login to your account. Select “Settings” from the drop-down menu, then select the “Edit Email” option and follow the prompts.

Please check your university email account for a new account activation email. (It may be in your spam/junk folder.)

Your upgrade will be reflected after you activate your newly changed university email address.

Note: Please refer to your university’s policy regarding use of their email system. They may have specific usage restrictions and consequences.

How can I search for a member by username?

Click “Search” and look at the bottom left menu where it says ‘Profile Text’. Simply enter the username in this text box and then click the Search button.

How do I restore my deactivated account?

Simply log into your deactivated account to reactivate.

How do I block someone that is rude or harassing me?

To block a member: Click the gear icon on the user’s profile, next to the Favorite button, and click on ‘Block (username)’. Blocking will prevent the member from communicating with you and from seeing your profile.

IMPORTANT: If a user has threatened you or committed an act of violence or theft, please contact your local law enforcement agency. Also, report the member from their profile or your conversation with them.

How do I report a member violation

Click the gear icon on the user’s profile, next to the Favorite button, and click on ‘Report Member’. Pick the appropriate reason from the list and provide a clear description of the violation. Additionally, you may also block the member which will prevent them from communicating with you and from seeing your profile.

IMPORTANT: If a user has threatened you or committed an act of violence or theft, please contact your local law enforcement agency. Also, report the member from their profile or your conversation with them.

How can I submit a customer support ticket?

If you have an issue that is not explained in our FAQ sections, please send an email to [email protected] from the email associated with your TheSugarBook account and someone from our dedicated support team will reply back within 24-48 hours.

Note: We do not offer customer support via telephone at this time.

Privacy Questions

I received a suspicious email. How do I report a phishing scam?

Please report all phishing emails by clicking the report phishing feature within your email client and/or email website (most email websites and clients have this feature). If you know which member may have sent this to you, please please send an email to [email protected] from the email associated with your TheSugarBook account with any important details you have so we can take action.

How do I hide my join date or activity?

Premium Members can hide their join date or activity by going to the Settings section of your account and clicking the button next to the “Join Date” and “Your Activity” option. Turning these setting to “Hidden” will hide join date and activity from their profile.

Will a member I blocked be able to view my profile?

No. Once you have blocked another member, they will no longer be able to message you, view your profile, or see your profile in his/her search results.

Profile Maintenance

What information is not allowed on my profile?

  • Duplicate Information
  • Contact Information (last name, phone number, social media usernames, email address, etc.)
  • Links to any other websites
  • Requests for sex or sexually explicit text
  • Specific monetary amounts
  • Commercial activity of any kind

Photo Information

How long does it take for my photo to be approved?

Please be patient, photos and profiles enter the approval process in the order they were received. This usually takes 24 hours, however if the site is experiencing a high volume, this process may take up to 48 hours. If you haven’t completed your profile, and are not a Premium Member, you will need to complete your profile first before your photo(s) enter the approval process.

How do I upload photos from my browser?

  1. To access your photos, click your thumbnail photo on the top right to display the drop down menu. Then click “Edit Profile”

  2. Use the left hand menu to choose the “Photos” option.

  3. Click the “Add Public Photo” button if you would like to add a public photo. For private photos, click the “Add Private Photo” button.

NOTE: If a section is complete, there will be a green check mark next to it.

Public photo guidelines

When uploading a public photo, please follow the rules listed below. Photos that violate the guideline will be denied and your account may be suspended.

  • Photos must include yourself.
  • Bottom nose to chin photos.
  • Partially blurred or masked photos.
  • Clothed photo of body without your face.
  • Couple photos, only if you’re present in the photo.
  • Houses, Cars, Yachts are allowed if you’re present in the photo.
  • Fully covered lingerie, underwear and bikini photos.

Things that are not allowed:

It’s important to note that violating the rules below may result in a disabled account or discontinued use, without warning.

  • Any photos that doesn’t feature yourself.
  • Photos featuring only lips and hands.
  • Photos including children.
  • Nude or sexually explicit photos.
  • Photos containing or depicting illegal content.
  • Duplicate photos.
  • Photos from other members on TheSugarBook.
  • Copyrighted photos from any website.

Private photo guidelines

When uploading a private photo, please follow the rules listed below. Photos that violate the guideline will be denied and your account may be suspended.

Photos can include:

  • Photos must include yourself.
  • Bottom nose to chin photos.
  • Partially blurred or masked photos.
  • Clothed photo of body without your face.
  • Couple photos, only if you’re present in the photo.
  • Houses, Cars, Yachts are allowed if you’re present in the photo.
  • Fully covered lingerie, underwear and bikini photos.

Things that are not allowed:

It’s important to note that violating the rules below may result in a disabled account or discontinued use, without warning.

  • Any photos that doesn’t feature yourself.
  • Photos featuring only lips and hands.
  • Photos including children.
  • Nude or sexually explicit photos.
  • Photos containing or depicting illegal content.
  • Duplicate photos.
  • Photos from other members on TheSugarBook.
  • Copyrighted photos from any website.

How do I delete a photo?

To access your photos, click your thumbnail photo on the top right to display the drop down menu. Then click “Your Profile”

Photos can include:

  1. To access your photos, click your thumbnail photo on the top right to display the drop down menu. Then click “Edit Profile”

  2. Use the left hand menu to choose the “Photos” option.

  3. Click the Settings (Gear) icon, and click the “Delete Photo” option located in the lower right hand corner.

How do I set my main profile photo?

Main profile photos must be public. Please note private photos cannot be set as a main profile photo.

  1. To access your photos, click your thumbnail photo on the top right to display the drop down menu. Then click “Edit Profile”

  2. Use the left hand menu to choose the “Photos” option.

  3. Click the Settings (Gear) icon, and click the “Set as Primary” option located in the lower right hand corner.

How do I allow and deny permissions to private photos?

You can view all of your private photos shares on your Photo Permissions Settings page.

How do I prove my identity after my photos were denied?

Please send us a photo or scanned copy of your government issued photo ID and we will be happy to approve your photo(s). You may blur out all personal information, as we only need to see your photo. Email the photo from the email address associated with your account to: [email protected]

How do I report someone who is using my photo on the website?

If you have found someone using your photo on the website, you can request that the photo be removed by writing to Customer Support. Be sure to provide your email address so we may contact you if we have questions. For example, we may ask you to provide us with a copy of a government issued identification or other evidence that proves the photo is yours.

Payment Information

How to cancel a recurring payment?

To cancel your subscription, please visit the link below and follow the simple instructions:

Mobile Payments

iOS payment: https://support.apple.com/en-my/HT202039

Android Google Play Store payment: https://support.google.com/googleplay/answer/7018481

Web Payments

Paypal: https://www.paypal.com/al/selfhelp/article/how-do-i-cancel-an-automatic-payment-i-have-with-a-merchant-faq2058

Multicards: A confirmation email will be sent to your email after a payment has been made. Please follow the instruction in the email to log on Multicards to cancel the subscription. Should you have not received any email, please contact [email protected]

Will I still get charged from subscription even if I deactivate my account?

If you have an active subscription, you will need to cancel the subscription with your respective payment merchant to prevent future billing, even if/when you have already deactivated your account. For any further information, contact [email protected].

If I deactivate my account, will my Premium Membership period be placed on hold?

No. Deactivating your account will not put a hold on your membership period. Membership packages expire exactly the specified number of days later from initial purchase date, regardless of your account status.

NOTE: All membership purchases dates/times are reflected in UTC (Universal Coordinated Time).

I paid for a 3 or 6 month membership, but was charged more than I expected.

All 3 and 6 month memberships are billed up front at the time of the payment. This information is displayed on the payment page before you agree to the charge. The page will display the total amount of the charge as the “amount billed today.” We do not provide full or partial refunds.