Report Login or Registration Issue

Report Login or Registration Issue

Without being logged in you can report a problem with logging in or registering, or report abuse. To report a bug or suggest a feature, log in first — the form then offers these types.

Issue Type

• Login Problem: you cannot log in.
• Registration Problem: creating your account does not work.
• Report Abuse: abusive content or behaviour on the platform. Describe what happened and where, as precisely as you can.
• Cancel packages: cancel a package you bought. This does not create a support ticket: the form fields and the send button give way to the cancellation box (see below).

Sending your report

For login and registration problems “Your Email” is required — we answer to this address. Abuse can be reported anonymously: leave the email empty, but then we cannot reply to you. Your name is optional and goes along with your report. For login and registration problems, include any error message you see and what you were trying to do; your browser, operating system and device type are sent along automatically.

Click “Submit Report”. A message below the description confirms that your report has arrived, or says what went wrong.

To protect against spam, only a few reports can be sent from one network within a short time (login and registration reports: two within half an hour), and a form that has been open for more than an hour has to be reloaded before sending.

Cancel packages

If you choose “Cancel packages”, the box “Cancel packages” appears instead of the form fields. You confirm your email address with a link, choose the package and cancel it with “Cancel now”; the package stays active until the end of the paid period.

Step 1: Request a link

If the link you opened is invalid or has expired, the page says so in red. Request a new one with the email field.

Enter the email address you used to purchase the package and click “Send verification link”; the email address of your member account works too. We send the link to the address you entered; it is valid for 30 minutes and for one cancellation. The link brings you back to this page with “Cancel packages” already selected.

For your privacy the reply on the page is always the same — the email only goes out if there is a package to cancel for this address. No email? Check your spam folder; a new link for the same address can be requested after one minute.

Step 2: Choose the package

After you open the link, the page lists every package of this email address that is still running and has not been cancelled yet. Above the list you see the type of cancellation — ordinary cancellation at the next possible date — and the email address the link was sent to.

Each package shows its name, the day it started (“Started on …”) and the end of its current period (“Access until: …”). “Renews on …” is the date the package renews if you do not cancel it. “Paid until … · renewal in progress” appears right after a renewal date while the renewal payment has not been booked yet. “Period until …” appears instead when the last payment of the package failed.

Step 3: Cancel

Click “Cancel now” next to the package and confirm the question of your browser. The package stays active until the end of the paid period. The page then shows “Cancellation confirmed” with the end date of the package, if it has one, and names the address the confirmation email goes to: the email address stored with the package purchase, which can differ from the one you entered.

After a cancellation the link is used up. To cancel a further package, request a new link. If the link expires while the page is open, “Cancel now” reports it — request a new link in that case.

“No cancellable packages were found.” means that every package of this email address has already been cancelled or has ended. A cancelled package stays active until the end of its paid period.