Frequently asked questions#
Answers to the questions people ask most often.
Signing in and your account#
I cannot sign in; it says "Incorrect username or password". The message is the same whether the name or the password is wrong. You can sign in with your username or with your account's email — try the other one, or have a new-password link sent. See Signing in.
The site signed me out by itself. Without Remember me the site signs you out after 30 minutes of inactivity. A password change signs you out too — on all devices. See Signing in.
I forgot my password. Use the "forgotten password" link by the sign-in form. You receive an email with a link where you set a new password. It is valid for an hour and until then your old password keeps working. See Forgotten password.
I submitted "forgotten password" and nothing happened, the form just thanked me. It always thanks you, even when the account does not exist — so it cannot be used to find out who is registered. You learn the outcome only from the email. Try again with your email instead of your username, or the other way round.
Sign-in rejects me even though I am typing the password correctly. After five failed attempts within five minutes sign-in closes temporarily. Wait a few minutes.
I signed in with Google and the site wants an email confirmation. You already have an account on the site with a password and the same email. The link is saved once you click the confirmation link sent to the account's mailbox. See Signing in.
The activation email never arrived. Look in your spam folder. If it is not there either, contact the site operator — it is usually a typo in the address.
Can I change my username or email? Not yourself — both fields are read-only in your profile. Contact the site operator.
A form says "Sending is not allowed: the e-mail, phone or IP address is blocked." The site operator has blocked the email, phone or connection (IP address) you are sending the form from. This applies to registration, orders, adverts, comments, discussion, the contact form and other forms on the site, and to changing your phone in your profile. If you think it is a mistake, contact the operator another way.
Orders#
My order disappeared from the cart. An unpaid order has a limited lifetime and, after it runs out, the system cancels it to release the goods to others. See The order.
I lost my cart when I moved to another computer. A cart travels between devices only when you are signed in — then the items from your other sessions are even merged together. A signed-out cart stays in the browser where it was created. See The cart.
The price in the order does not match what I saw in the cart. The order is assembled by the server afresh from the current price list. If a sale ended in the meantime, you see it in the last step. The cart reserves neither the price nor the goods.
I paid and nothing happened. Wait a few minutes — confirmation from the bank sometimes takes a while. If nothing has arrived within an hour, get in touch with your order number. See Delivery and payment.
How do I find out where my order is? Under My orders, if you are signed in. Otherwise from the confirmation email.
Can I cancel an order? Until it has shipped, usually yes — contact the operator as soon as possible.
How do I return goods? Through a complaint. The same form covers returns within 14 days.
Adverts#
My advert is not showing. It is usually waiting for approval, or you did not confirm it using the link in the email. See Managing adverts.
How do I edit an advert if I did not register? With the password you set when posting it — open the advert's edit link and enter it. Access then lasts two hours.
I forgot my advert password. On the edit page click I forgot my password. A link for setting a new password arrives at the email given in the advert. The same goes for a company listing. In the forum, however, this is not possible — a post password cannot be recovered there. See Managing adverts.
Replies have stopped arriving. Check the email address on the advert and look in your spam folder.
My saved search sends nothing. It is usually set too narrowly. See Saved searches.
Payments and membership#
What is charged for? It depends on the site: paid advert categories, promotion, membership. See Membership and payments.
I paid but do not see the service. Check the payment overview in your account. If the payment shows as paid and the service is nowhere, contact the operator.
Privacy#
Who can see my email? Your email is not shown publicly on an advert — enquirers write through a form. In the guestbook and in comments only your name is shown.
How do I delete my account? Yourself, on the Account deletion page in your account menu. The account is closed after a grace period during which you can cancel the closure. See Closing your account.
The contact form refused my message, saying there were too many. A visitor who is not signed in can send at most 5 messages an hour from one email and at most 20 from one connection. Try again later, or write directly to the email in the site footer.
The contact form did not accept a long message. The message text can have at most 10,000 characters; a longer one is refused with a note next to the field. Shorten it, or send the rest in a second message. A counter in the bottom right of the field shows how many you have typed.