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Enhancing User Safety: Introducing Icons for Reported Profiles

We have decided to add some icons to users' profiles that have received complaints that are unsubstantiated due to lack of evidence. Read this article to learn more:

How to file a complaint
What we do in case evidence is lacking
AuPair.com’s icons for reported profiles

At AuPair.com, we are always working to improve the experience of every user of our platform. That is why we have decided to update our safety system by introducing special icons that will let you know if our team has received any complaints about the user you are getting in contact with.

Most of the users on the website are a good fit for the Au Pair program. However, from time to time our safety team does receive specific complaints about some of them.

How do I file a complaint against a user?

On AuPair.com, you can block or file a complaint against any profile that you consider has violated our general conditions of use of the platform. As an online matching platform, it is extremely important for us to make sure that each and every user feels safe and secure. That's why we encourage you to inform us about any problem with another user on the platform. Reporting a profile is very easy: just click on the "Report Abuse" button on the user's profile, or click on the “Block” button if you don't want them to see your profile again. Our safety team reviews and studies each complaint individually, and always asks for the versions of both parties. No complaint can be processed without solid evidence. If you have filed a complaint, our team will reach out to you to request evidence. If we do not receive a response after one week, your complaint will be archived. You can find more information about the procedure here.

When any AuPair.com user backs up their complaint with solid evidence, our team immediately blocks the accused profile from further communication.

What happens to those profiles that receive complaints, but cannot be blocked due to lack of evidence?

If we do not receive any evidence, all we can do is inform the counterparty and eventually send them a warning that we will block their profile if we receive a similar complaint again.

To make our website a safer place, we have decided to add some descriptive icons to the profiles of the Host Families that have received allegations. This allows the candidates to learn more about the grievances of these families.

This way, the candidates can make informed decisions when choosing a specific family. Please note, these icons do NOT suggest that the family in question has committed an offense, they only highlight that they have received complaints against them, which have not been processed due to lack of evidence.

We recommend that you review our tips on how to avoid scammers. You can also find here some questions you can ask during the video call.

AuPair.com’s icons for reported profiles

Find below the new icons, their meaning, and some examples of complaints that may be related to them.

Communication issues – 1 or more candidates considered this user to be rude.

Whether to save time or simply because they lack communication skills, some usersmay give responses that are considered rude to candidates who do not meet their requirements. For example, “Don't waste your time contacting us, you don't meet our requirements” or “I'm not interested”.

Housekeeping issues – 1 or more candidates reported that this family's home may not have optimal housekeeping conditions.

USA/UK profile – Beware, many scammers pretend to be families from the USA or UK. Always schedule at least three video calls and never send money.

You will see this in all UK and USA profiles. USA and UK are two of the most popular destinations for Au Pairs worldwide. The scammers know this. That's why they create fake profiles claiming to be US or UK families, to attract candidates and ask them for money for the visa or flight. Don't be fooled by these schemes, here are some tips to follow to avoid scammers.

Compatibility issues – 1 or more candidates had a hard time adapting to this family's lifestyle, and decided to end their stay early.

A common compatibility issue relates to the children's education. It may be that the Au Pair's educational methods differ from the Host Family’s and the family doesn’t agree with them.

Cultural shock – 1 or more candidates state that are unable to cope with some practices of this family.

Maybe due to religious or gastronomic differences, the Au Pair could not adapt to some customs of this family.

Harassment complaint – A harassment complaint was filed against this user.

Work Overload – This user received a complaint demanding that the Au Pair carried out too many tasks or tasks outside of her role.

Ghosting -This user has been reported for suddenly ceasing all communication with another user without any warning or explanation, ignoring any subsequent messages.

I submitted a wrong email address. What should I do?: The email address is the only detail in your profile that you can’t change on your own. Send us a message through our contact form with your account ID number and your valid email address. We will help you as soon as we receive your message.

How can I deactivate my account?: Of course you can. Make sure you are logged in and click on "My AuPair.com", followed by the section "Settings". Under the heading "My profile is" you will be able to deactivate your account there. You can always reactivate it if you need it in the future.

How can I delete my account?: You can delete your account by entering "My AuPair.com", "Settings" and clicking the "Delete my account" link on the bottom right corner of the page. You can also drop us a message about stopping the service through our contact form. Your account will disappear from the Google search results within a few weeks after deletion. If you would like to refund any payment done at AuPair.com, don’t delete your account after submitting this type of request. We will need to check your case according to our refund policy, thus we will need your account to be active.

I can’t access my account. What has happened?: Either there is something wrong with your login details or the account was blocked by our administrators. In the first case, try to reset your password and access the account once again. If our system informs you that the account has been blocked, get in touch with us through our contact form!

Can Au Pairs work more than 45 hours?: No. Every country has its own regulations for how many hours/week the Au Pair is allowed to work, and they correspond to a specific monthly pocket money. In some countries, like the USA, this includes extra babysitting hours. In other Host Countries it depends on the agreement between Au Pair and Host Family.

Who should pay for the travel expenses?: We recommend Host Families to help Au Pairs with travel expenses, though it’s not their obligation to do so. In any case, the Au Pair needs to cover the travel costs initially. If the Host Family would like to support the Au Pair, they can repay the ticket price in monthly installments that will be added to the Au Pair's salary during 10 months. In the case of Au Pair USA and China, the ticket will be covered by the Host Family. We recommend to discuss this topic before the Au Pair’s arrival and note down the conditions in the Au Pair contract. Learn more about other Au Pair costs to participate in the program or Host Family costs for hosting an Au Pair.

Do you check your users?: Yes! Although we can’t interview them personally as an online matching agency, we do our best to check as many details as possible. Nonetheless, AuPair.com follows the same rules as many other Internet communities. To ensure that you are in touch with a real, reliable person, arrange a video-call and ask about all the important details in person. If you ever feel uneasy, contact us! We will be glad to share our feedback about any user if you find him/her suspicious.

How to avoid scammers?

If you are contacted by someone who seems to be unreliable, pay attention to the following:

If there is an email address in the profile picture.
You have been asked to make a transfer through MoneyGram, Western Union, or to set up some deposit account.
You have been contacted by some agency or a lawyer. They might have sent you a visa application or sample contract.
Someone advises you to pay rent for a flat.
The Au Pair just asked you to pay for the flight ticket. Although some Au Pairs expect Host Families to help them with travel costs, there are certain rules of cost refund.
The Host Family contacts you on Facebook.

These are some of the most popular scam situations. If you encounter any of these before our administrators, or if you ever feel uneasy, please get in touch with us so we can take measures against scammers. Learn more about Au Pair scam schemes that might happen.

Is AuPair.com reliable?: Yes, we are! AuPair.com is a registered company located in Cologne, Germany. If you have any questions you can always reach us via e-mail (info@aupair.com) or phone. Since we provide customer support in different languages you can have a look at our phone numbers in different countries here.

Is AuPair.com safe?: Yes! We do our best to check every user of our platform. Nonetheless, AuPair.com follows the same rules as many other Internet communities. This is why we recommend to arrange a video-call and ask about all the important details in person. In case you feel uncomfortable, get in touch with us! You can find our contact form here.

Why is AuPair.com the best au pair online agency?: Since 1999, AuPair.com has been trusted by countless Host Families and Au Pairs, earning its reputation as the best au pair online agency. With over 80.000 active users and the largest pool of candidates as Au Pair world wide, we provide families with exceptional options. Our platform is available in 9 languages and offers free resources, affordable memberships, and an intuitive, user-friendly interface. Our fast and efficient customer service and safety team ensure a seamless and reliable experience, making AuPair.com the preferred choice for childcare and cultural exchange.

Can an Au Pair have a second job?: It depends. If the Au Pair is an EU citizen and is staying within the EU, then he/she can have another job. For the rest of the cases, it depends on the visa the Au Pair holds, the amount of hours she already works and the specific labour laws of the Host Country.