These Frequently Asked Questions (FAQs) are designed to provide you with some immediate solutions to commonly asked questions about using PlanetOut.com. Additional online assistance is available in our Members Helping Members message boards.
Why should I join PlanetOut?
Joining PlanetOut allows you to use all of our fabulous member services. As a member of PlanetOut you can use our Personals, chat and message boards, create a member profile including your picture, customize the front screen, and receive one or more of our e-mail newsletters. Why would you want to pass up all that free stuff?
Is PlanetOut free?
We believe it is very important that PlanetOut.com be accessible to everyone, so we're committed to keeping most of our services free. The advertising you see on the site helps pay for our content and services, so we hope you'll support us by supporting our advertisers.
While basic membership is free, we do offer premium member services for a fee, including PlanetOut PersonalsPlus. Sign up today!
Who will see the information I give on the join form?
The information you provide is completely confidential (only our staff who've signed a confidentiality contract see it) unless you explicitly state that we can share some of your information with like-minded organizations. We use the information to get an idea of who our members are and what their needs might be and to let our advertisers know what kind of people they can reach on PlanetOut. For more information please take a look at PlanetOut's privacy policy.
How can I cancel my PlanetOut.com membership?
To cancel your free PlanetOut.com membership, please go to the My Planet page and select "my member info." Look for the "membership options" area and click the "cancel my membership" button. Then follow the instructions on that page.
Canceling your membership will remove your personal profile and stop delivery of PlanetOut.com newsletters.
Note: if you are a PersonalsPlus subscriber, you must cancel your paid subscription and stop billing before you are able to cancel your free membership.
I can't read the mail I'm getting.
You are probably receiving your mail in a format that your e-mail reader is not capable of reading. All you have to do is click here, scroll to the bottom, then click the format you'd like to receive it in.
I have tried to unsubscribe, but I still get mail from PlanetOut. How can I unsubscribe?
You probably have a duplicate record in our database (maybe you filled out the join form more than once) and every time you try to unsubscribe the autohandler goes to the first record, while the mail you are getting is from the second record. To get around the problem, send an e-mail to our feedback team and they'll take care of it for you.
How do I send a letter to the editor?
We always appreciate your comments and input on news and articles on PlanetOut. Please let us know what you think by clicking here.
I forgot my password. Can you help me out?
Well, we can't tell you what your password is (only our computer knows that), but we can clear it so you can set a new one. To do this, click here and follow the directions.
I forgot my login name (or I don't have one). What do I do now?
If you have forgotten your login name, click here. When you enter your e-mail address, we'll send you a link which will give you your login name (or allow you to set one if you don't have one). It will also ask you to reset your password. (Don't let the "Password Retrieval" heading scare you -- it'll still work).
I know I'm using the right password, but I keep getting an 'incorrect login' message. What's wrong?
You probably aren't accepting cookies. You need to accept cookies to use many of the features on PlanetOut's site. We use cookies to connect your login name to your password so that you can access the site and don't have to log in again every time you go to a new page. To find out more about our use of cookies please click here. On most browsers you can set your cookies preferences in the preferences section of the edit menu.
Can I change my member name?
PlanetOut.com does not currently have a method of changing member names. If you think you really want a new member name, you must cancel your account and then rejoin with a new member name.
I'm automatically logged in but I don't want to be anymore. How do I change that?
If you do not want PlanetOut to remember your login name and password, please click here and then click one of the "Log Out" links on the page. Once you are logged out you will see a button that reads "Clear It." Click this button and your name and password will be cleared from your computer.
The next time you visit PlanetOut you will need to login. We recommend this setting if you share your computer or use a public terminal such as a library or Internet cafe.
I share my computer with someone else. Can we both use PlanetOut?
Yes! If you share a computer with another person, each person will need to join using a different member name and e-mail address than was used on the first membership. If a different PlanetOut member's name and password is saved on your computer, please click here and then click one of the "Log Out" links on the page. Once logged out you will see a button that reads "Clear It." Click this button and the member name and password will be cleared from your computer. Next log in with your own member name and password. This way both of you will be able to use PlanetOut with your respective member names.
What is a PlanetOut chat profile?
PlanetOut chat profiles are little ditties that allow you to tell the PlanetOut community a little bit about yourself. They are currently used for chat and message boards. Any PlanetOut member who knows your member name can view this information. Also, anyone who clicks on your member name on a message board post or in a chat room can view this information. (THIS IS DIFFERENT FROM THE FORM YOU FILLED OUT WHEN YOU JOINED PLANETOUT).
What is PlanetOut.com Mail?
PlanetOut Mail is a free, private e-mail system for all PlanetOut members. These FAQs are designed to answer any questions you might have about the PlanetOut Mail system.
Receiving messages
New e-mail messages sent to your @planetout.com address will appear automatically in your inbox. Messages that arrive in your inbox can be read only via the PlanetOut Web page. PlanetOut Mail does not support POP (POP3) access. You will not be able to POP your PlanetOut Mail with a mail client, such as Outlook. You also cannot use your PlanetOut Mail to retrieve mail from other e-mail addresses.
Opening your inbox
You must be logged in to PlanetOut with your member name and password in order to access your inbox. Once you are logged in, click on the "My Mail" link from the right side navigation or click on the "E-mail" link from the left side navigation in "My Planet." A link to your inbox will automatically appear. You may also access your inbox by clicking on "Inbox" on the left navigation bar.
Reading your messages
Click on "Inbox" on the left navigation bar. Click on the subject line of the message you wish to read. The message will automatically appear and replace the inbox in the center of your screen. Once a message is read, it will also appear in the "Read Mail" folder.
Replying to messages
Use this option when you want to reply to someone who has sent you a message.
Click on the inbox on the left navigation bar.
Select the message to which you wish to reply.
Click "Reply," located at the top of the message window.
The compose window will open up with the sender's e-mail address in the "To" field. You may now compose a message to the sender.
When you have finished composing your reply, click the "Send" button located at the bottom of the screen.
Note: When you reply to a PlanetOut profile and choose the "Send a copy of this email to me" option, a copy of the reply will appear in your PlanetOut Mail inbox.
Click on "Compose" from the E-mail Menu on the left navigation
bar.
Enter the recipient's e-mail address in the "To" field.
Type your message in the large text box.
When you have finished composing your message, click on the "Send" button.
Note: To save copies of messages you send to your "Sent mail" folder, check the "Save a copy to sent folder" checkbox when you send an e-mail.
Sending your PlanetOut photos
PlanetOut Mail automatically calls up the photos you have in your profile, so you can easily send them to others. These photos are listed under the "Send photos" heading. Simply check the photo(s) you want to send. Then compose, address and send your message. The selected photos will be sent with your message.
Click the "Browse" button. The "Choose file" window will appear.
Select the file you want to attach. Then click the "Open" button from the "Choose file" window to attach the file.
Once the file is attached, you can address, complete and send the message as you normally would.
Sending a private message
PlanetOut Mail includes the option of sending a live, real-time message to another member using PlanetOut Messenger. To send a private message to another member online, click the "Send private message" link appearing on an incoming e-mail. The recipient must be online to accept a private message. For more information about PlanetOut Messenger, please click here.
Click the checkbox next to the messages you wish to delete and press the
"Delete" button. Please be careful when deleting messages, since a message
cannot be recovered once it is deleted.
Deleted messages are sent automatically to the "Trash" folder.
Using folders
Folders allow you to store messages for viewing later. PlanetOut Mail arrives with four default folders: "Inbox", "Read mail", "Sent mail" and "Trash." You can manually move messages between folders.
You can click on any folder to view its contents. Below is a brief description of each folder and what type of messages it contains.
Inbox: New e-mail messages will appear automatically in your inbox. Read Mail: This is where you may store messages you have already read. Drafts: This folder is used for storing a draft e-mail in progress, so you can finish it later. Sent Mail: This is where you may keep copies of outgoing messages. Trash: Items you have deleted are sent to the "Trash" folder.
Creating a new folder
Click on "Create folder," located in the "Manage folders" section at the bottom of the Folders screen. Type the name of the new folder you want to create in the pop-up window. New folder names may be up to 15 characters long and may include spaces. When you finish typing the name, click on the "OK" button. The new folder will automatically appear in the list of folders.
Moving messages between folders
You can manually move messages between folders. After clicking the "Inbox," click the checkbox next to the message(s) you wish to move. Choose the appropriate folder from the "Choose a folder" drop-down menu. After you have selected the folder, click on the "OK" button located at the bottom of your inbox. The selected message(s) will be moved to the desired folder.
Mail Forwarding
Mail forwarding is available to PersonalsPlus subscribers. To have your mail automatically forwarded from your PlanetOut account to another e-mail address:
Select "Mail Prefs" from the left Navigation bar.
Type the e-mail address you wish to forward mail into the "Forward e-mail to this address" field. Click on the "Update preferences" button, located at the bottom of the mail preferences screen.
Storage
PlanetOut Mail includes 1MB of storage space. If you reach this storage limit, you will need to delete messages and empty your trash folder to be able to accept additional mail. Storage limits include your "sent" messages, so be sure to delete old mail and empty your "Trash" folder as needed.
PersonalsPlus subscribers may obtain assistance from our customer care staff. Click here to use our online help form for PersonalsPlus. Please note that only PersonalsPlus subscribers may use this e-mail option. Sign up today for PersonalsPlus!
How do I add a picture to my chat and/or Personals profile?
Just go to our Member Center and click on "manage your pictures." This will take you to a screen with the title "add a picture" (don't worry that it is in the Personals section). Once you're there, just follow the directions and you should be all set.
Can I have more than one picture attached to my PlanetOut and/or Personals profile?
Yes, you can! You can have up to ten pictures attached to your PlanetOut and Personals profiles combined. However, you will have to pick one for each of the two profiles as the default. Once someone accesses your profiles they will have the option of viewing your other pictures.
What kind of pictures can I use on my Personals or chat profile?
You can upload pictures to your PlanetOut Personal or chat profile directly from your computer. Picture files must be in .jpeg or .gif file format only (other image formats will not work). Your pictures will be resized to fit the Personals or chat profile page so your format may change slightly.
Photos must be scanned or adjusted to the proper "resolution" for Web images. If you use a newer digital camera, you will likely need to adjust the file resolution to "Web ready" or 72 ppi to use images on PlanetOut.com. Very large or high-resolution images will not upload properly.
It says to click on the Browse button but I can't find it. What do I do now?
You are probably trying to use AOL's browser to upload your picture. Unfortunately, that won't work. Try using a recent version of Netscape Navigator or Microsoft Internet Explorer and if you are still having problems, visit our Help Message Boards. This is a board where member can help other members by asking each other questions and replying to one another.
Why can't I see all member photos?
Basic membership allows you to view one large default photo and thumbnails of all other photos. All-photo access is a benefit of PersonalsPlus. To find out more about the benefits of PersonalsPlus, click here.
I know I'm using the right password, but I keep getting an 'incorrect login' message. What's wrong?
You probably aren't accepting cookies. You need to accept cookies to use many of the features on PlanetOut's site. We use cookies to connect your login name to your password so that you can access the site and don't have to log in again every time you go to a new page. Click here to find out more about our use of cookies. On most browsers you can set your cookies preferences in the preferences section of the edit menu.
If I'm on WebTV, can I use PlanetOut's chat?
PlanetOut's chat feature is not currently available using WebTV because of the technical limitations of the WebTV service. We're currently looking at options that will enable us to provide this service in the future.
If you'd like, you can e-mail WebTV's customer service department at wecare@webtv.net and encourage them to add Java support to their service. Keep checking back. We regret any inconvenience this may cause you.
Why does my AOL master name show up in PlanetOut.com chat?
When you chat on PlanetOut.com while using the AOL browser, your AOL screen name will always override your PlanetOut.com member name. If you do not want your AOL screen name to appear while chatting, you can minimize the AOL screen and then log on to PlanetOut.com using Internet Explorer or Netscape Navigator.
Why do you have two different kinds of Personals?
PlanetOut serves the entire LGBT community, a highly diverse group of people with many different needs. While some of our members want a very basic Personals package, others want a higher level of distinction with broader descriptive and selective options. It is in the interest of meeting these diverse needs that we've created PlanetOut Personals and PlanetOut PersonalsPlus.
What's the difference between PlanetOut Personals and PersonalsPlus?
PlanetOut Personals is a free service that allows members to post their profiles and run searches among more than 645,000 profiles. Receiving responses to your profile is totally free, as is responding to members who have replied to your profile.
PersonalsPlus is the premium version of Personals. PersonalsPlus offers many advanced features, like responding to profiles, bookmarking and blocking profiles, adding multiple photos to your profile and much more. For more information on this and other features, read the complete description of PersonalsPlus.
What parts of PlanetOut Personals remain free?
Most of the great features of PlanetOut Personals remain free as they have since their introduction. Any member of PlanetOut can post a profile and picture so you can attract that perfect person! You can also find the perfect match through Basic and Advanced searches using criteria you select. And you receive messages from PersonalsPlus subscribers who see your profile and like what they see.
Like other Web companies working in today's economic climate, PlanetOut needs to start charging for products so we can continue to serve our community for years to come. Customers like you tell us everyday that there's no better way to meet quality new friends and partners on the Web. We want to continue to offer you the valuable services you have come to expect from us.
How do I post my own Personal?
To create your own PlanetOut Personal, click the Personals tab at the top of any PlanetOut.com page. On that page you will see a column on the left side of the page with several options. Click the link to "My Profile" and you'll see options to create a Basic, Personality and Interests/Hobbies profile. Be sure to click the "Save and Continue" button at the bottom of each profile page to save your entries. You can start simple or complete all three sections and get your personal ad up right away!
How can I make a change to my existing Personal?
To edit or make changes to your profile, click the Personals tab at the top of any PlanetOut.com page, then click the link at the left to "My Profile." You'll see the same options displayed as when you created your personal and can make changes accordingly. Be sure to click the "Save and Continue" button at the bottom of each page to save your changes.
Can I hide or delete my personal?
Yes! To hide your profile, click the Personals tab at the top of any PlanetOut.com page, then click the link at the left to "My Profile." Click the link to "Privacy Settings" to hide your profile or make it visible if you hid it previously. If you hide your own profile, you won't be able to see it using the "view my profile" link. To view your own profile, the privacy setting must be "visible."
To delete your profile entirely, please complete the online help form for PersonalsPlus. Our customer care department will delete your profile from the site.
How can I find other members' personals?
There are a number of ways to find your perfect match on PlanetOut Personals. Click the Personals tab at the top of any PlanetOut.com page, then click the link at the left to "My Profile." Click the link in the left navigation bar to "Search" for various options. You can choose our powerful "Advanced Search," "Quick Search" or "New Member Search" options. If you know the member name of the person whose profile you wish to view, you can enter it into the "Member Name Search" field.
Can I save a search?
Yes! Once you find a search that gives you the best results, click "Save search" or "Save as." You can save your favorite searches before you run the search or after you see your results. You can even label your searches for easy reference, such as "Dating," "Marriage material" or "Friends only."
What is an "Agent"?
An agent is a timesaving feature that allows you to view or modify searches. You can also "enable" your agents to send you results via e-mail on a daily, weekly or even monthly basis in the "Agent Manager" area.
Why isn't my personal showing up in my search?
When you are logged in to PlanetOut.com, you will not be able to view your own personal in a search result, as we assume you are not looking for yourself! You can view your own personal by clicking the "My Profile" link and selecting "View My Profile." If you believe that others are unable to see your personal, please check the "Privacy Settings" to make sure your personal is visible.
Where do I show other members my contact information?
PlanetOut.com lets members receive e-mail responses to their profiles through their PlanetOut e-mail accounts. From there, members can continue to establish other means of contact with PlanetOut members. Entering e-mail addresses, IM names, URLs and other contact information in a PlanetOut Personals profile, as in the profile description areas like "In My Own Words" or in uploaded photos, is not allowed. If members enter such contact information in their profiles, that information will be subject to blocking and/or removal by PlanetOut staff.
For additional assistance using PlanetOut Personals, please visit our Personals Help message boards
How much does PersonalsPlus cost?
The best deal for PersonalsPlus is to pay for a year in advance, which costs $69.95, which is less than $6.00/month. You can purchase a quarterly package for $29.95 for three months or buy it one month at a time, for $12.95/month.
What forms of payment are acceptable?
We accept Visa, Mastercard and American Express. We currently don't accept debit cards (including those with the Visa and Mastercard logos), personal checks or Discover cards. We cannot process transactions over the phone or in person. You should always check with your financial institution first if you are having problems with your card.
I'm trying to subscribe to PersonalsPlus and my credit card is rejected. Why?
Sorry for any inconvenience! These suggestions may be helpful:
• First, be sure you are entering one of our accepted credit cards, listed in the FAQ above.
• Enter your credit card number without spaces or dashes.
• Please make sure you are entering your billing name and address properly.
• Please make sure you are entering your expiration date properly.
• Sometimes our system can be temperamental due to a heavy volume of traffic, so you may want to try again if this is your first attempt to enter the card information.
• Please check with your credit card issuer to be sure there are no problems with your card and it can accept online charges.
If these suggestions do not help resolve the problem, please contact our customer care team by submitting our online help form for PersonalsPlus.
I would like to sign up for PersonalsPlus, but my computer says your site is not secure.
We're pleased to assure you that our credit card and billing area sits on a very secure server. You can verify our server is secure by locating the "https" or the key or padlock icons at the bottom of your browser window. To view security settings, you can "right-click" on the credit card or "My Account" billing page ("click-and-hold" for Macintosh) and select the "Properties" or "Page Info" options. The "https" coding indicates that the page is secure.
Can I make changes to my subscription length or credit card?
Yes! To make changes to your subscription, please go to your "My Personals Plus" page and click the "My Account" link in the right navigation bar. Look for the "My Subscriptions" area. This area will provide you with an overview of your account and allow you to make changes using the "Edit" button.
All changes to existing subscriptions are activated at the end of the current billing period. For example, if you currently have a monthly subscription and want to upgrade to quarterly, the new rate will be in effect after the end of your current monthly cycle. The billing date is indicated on the "my account" page.
To change the credit card for your subscription billing, click the link to "Enter a new card" and follow the instructions on that page. Billing for your subscription will change to your new card at the end of the current billing period.
Premiere Placement, a feature of PersonalsPlus, makes paid member profiles show up above unpaid members' profiles in searches.
All PersonalsPlus profiles that are an exact match with the search being run will be listed before all unpaid profiles within that match.
However, after those exact matches are found, matches that come close to the search criteria are then displayed (regardless of whether they're regular or PersonalsPlus profiles).
The Profile Player allows you to view your search results in a slideshow format. In the Player, each profile will appear as a distinct slide with a photo, basic information about the member and Profile Player slideshow control functions (rewind, stop, play and fast forward).
To use the this feature, you must perform a regular personals search. Once your search result appears, click the "View with Profile Player" button above the search results, and the Player will pop up.
The Profile Player is one of the many cool features available to PersonalsPlus members. PersonalsPlus members have unlimited use of the Profile Player, while unpaid personals users can view the first five matches of any search using the Profile Player on a trial basis.
The New Member Search allows Personals users to find new members in their area easily and quickly.
To use it, first log in and then select "Search" in the left-hand navigation bar. Under the "Search" navigation, you will find the "New Member Search" link. Get to your general region by clicking on a geographic region within the map at the top or by selecting one of the continent text links to the right of the map. Then click on any of the cities listed to see all new members in that area.
PersonalsPlus includes a bookmark list to save your favorite profiles. When you see a profile you want to save, click "bookmark." You can come back to them easily -- and without performing another search! You can also make notes about the profile as a reminder on the bookmark page. Manage your bookmarks in the "Preferences" area of Personals or by clicking "My Bookmarks."
Tired of seeing a profile you're not interested in? When you see a profile you don't like, you can block it and never see it again in future searches. To unblock a profile, click the "Preferences" link in Personals.
Can I send replies to my personal to a different e-mail address?
You sure can! In the "Preferences" area of your profile, you can set up "Response forwarding" to send replies from other members and all e-mail sent to your PlanetOut.com e-mail address to the e-mail address of your choice.
How do I cancel my PersonalsPlus subscription?
To cancel your subscription to PersonalsPlus, click on the "Personals" tab at the top of any PlanetOut.com page, then click the "My Account" link under "Preferences." Look for the "My Subscriptions" area. This area will provide you with an overview of your account and allow you to cancel, using the "Cancel" button.
Cancellations occur at the end of the current billing period. Once you submit your cancellation, your "My Account" page will have a notice in red indicating that "Your subscription will be cancelled at the end of the current billing period." You will not be charged after the end of this billing period.
What are PersonalsPlus subscription and billing terms?
Subscription fees for PersonalsPlus are charged to your credit card when you successfully submit your order and a billing period begins. All subscriptions are automatically renewed and your credit card rebilled at the end of each term until cancelled.
Please note: All subscription payments are nonrefundable.
For example, if you subscribe to the monthly plan, the subscription will renew and your credit card will be billed again at the start of the next monthly period, unless you cancel. You must cancel before the close of the current billing period to avoid subsequent charges. We do not offer a "one-time" or fixed-term subscription.
If you cancel your subscription before the end of your current billing period, the cancellation will take effect at the end of that billing period. You will not be billed for any subsequent term. After canceling, you will continue to have access to the PersonalsPlus features until the end of your current billing period.
To determine your billing period, please visit click on the "Personals" tab at the top of any PlanetOut.com page, then click the "My Account" link from the right side navigation. You may also change or cancel your subscription in the "My Account" area.
If you have questions regarding your subscription terms or billing issues, please contact our customer care staff for assistance.
What is all-photo access?
All-photo access is a benefit of PersonalsPlus. While basic members can only view one large default photo, PersonalsPlus members have access to private pictures, unlimited use of photos, can enlarge thumbnails and can see all photos in both PlanetOut profiles and Messenger.
I'm new to this. What's a browser?
A browser is a type of software that allows you to visit Web sites by using the Internet. In fact, you're using one right now! The most commonly used browsers are Internet Explorer and Netscape Navigator. AOL uses a modified version of the Internet Explorer browser.
Why do I have to log in every single time I click on a new page?
PlanetOut.com uses "cookies" to personalize your visit to our site and provide you access to members-only areas of the site. In order to use many features on PlanetOut.com, you will need to have cookies activated on your browser. For information on how to activate your cookies, go to your browser's "Tools/Internet Options" or "Preferences" area.
What are cookies and how can I get some?
A "cookie" is a commonly used Internet technology used on many Web sites that offer membership and shopping areas. Information about PlanetOut.com's use of cookies is available in our privacy policy.
I posted something on the message boards and need it removed!
Please contact our customer care team using our online help form and select Chat/Message boards. Please include the name of the board you posted in, the date and time of the posting, and which member name you used. Customer care will remove your comments as soon as possible.
Where did my Homepage go?
We're sorry to inform you that PlanetOut.com no longer offers homepage services.
How do I send a letter to the editor?
We always appreciate your comments and input on news and articles on PlanetOut. Please let us know what you think by clicking here.
What is PlanetOut Video?
PlanetOut has teamed up with industry leaders to bring you a sampling of the best in gay television and film, streamed directly to your computer.
Which file size should I view?
If you have a high-speed Internet connection, such as DSL, you can view higher-resolution files. However, if you connect through a modem, you should choose the 50k file for best results. Please note that even with a high-speed connection the video stream may occasionally be interrupted.
Why can't I get the video player to work?
To play a video, you must have the right video player installed on your computer. The latest versions can be downloaded for free at the sites listed below.
Minimum System Requirements Operating system: Windows 2000 or higher, MacOS 10.3 or higher Browser: Internet Explorer 6, Firefox, Safari Connection speed: 56 Kbps modem or higher
Email
PlanetOut Direct
