Found a bug or experiencing technical issues? Here's how to report it so our team can fix it quickly.
Before you report
First, check if the issue can be resolved:
- Try the solutions in Troubleshooting common issues
- Refresh the page or restart the app
- Clear your browser cache
- Update your browser to the latest version
If the problem persists, report it to our support team.
How to report a technical issue
Fill in our contact form:
- Subject: A brief summary, e.g., 'Photos won't upload' or 'Checkout button not working'
- Category: Select 'Report a technical issue'
- Order number: Add if relevant
- Description: Explain what happened in detail (see below)
- Attach screenshots (optional but helpful) to show us exactly what you're seeing
Submit your request.
What to include in your description
The more detail you provide, the faster we can fix the issue. Include:
- Device and browser: e.g., 'iPhone 15, Safari' or 'Windows 11, Chrome v.131'
- What you were doing: e.g., 'Trying to upload photos to a listing' or 'Attempting to complete checkout'
- What happened: e.g., 'The page froze' or 'Got an error message saying...'
- Error messages: Copy the exact wording if you saw one
- When it happened: Date and approximate time
- How often: Does it happen every time, or just once?
Adding screenshots
Screenshots help us see exactly what you're experiencing. They're especially useful for:
- Error messages
- Layout or display issues
- Buttons or features not working
- Incorrect information being displayed
What happens next
After you submit your report:
- You'll receive a confirmation email
- Our technical team will investigate the issue
- We may email you for more information if needed
We aim to respond to all technical issues within 48 hours. Urgent issues affecting multiple users are prioritised.
For critical issues
If the issue prevents you from completing a transaction, accessing funds or using essential features, mark it as urgent in your report description. Include:
- 'URGENT' in the subject line
- Order number(s) if relevant
- The impact (e.g., 'Can't ship sold item' or 'Payment failed, buyer waiting')
The bottom line
To report a bug or technical problem, fill in the Contact form. Include your device and browser, what you were doing, what happened and any error messages. Attach screenshots if possible. The more detail you provide, the faster we can fix it. We'll investigate and update you within 48 hours.
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