Account help: logging in, passwords, and verification

Most account problems fall into one of three buckets: you cannot log in, a verification code did not arrive, or your account is not showing as verified. Here is how to fix each.

I cannot log in

Work through these in order:

Check the email address. Use the exact address you registered with. Addresses with a plus sign, or a work address you later stopped using, are the usual culprits.
Reset your password. Use the "Forgot password" link on the login page. You will get an email with a reset link.
Check spam and promotions folders. Reset and verification emails land there more often than you would expect.
Try a different browser or a private window. A stale session cookie occasionally blocks a fresh login.

If the reset email never arrives at all, the address probably is not registered. Try registering — if the account already exists, you will be told.

My verification code did not arrive

We send codes two ways:

Email codes — sent to your registered address. Wait a full minute before requesting another; requesting several in quick succession can push you into a short cooldown.
SMS codes — sent to your phone. Make sure the number includes the correct country code and has no spaces or dashes.

If you hit a cooldown, wait a few minutes and try once. Repeatedly hammering the resend button extends it rather than shortening it.

Why my account shows as unverified

There are three separate things that can be verified, and they are independent of each other:

Email — confirmed by clicking the link we email you, or entering the emailed code.
Phone — confirmed by the SMS code.
Identity and payout account — confirmed through our payment processor. This one only applies if you are selling.

You can browse and unlock listings with just an email-verified account. Selling requires the full set, because we have to know who is receiving money.

Check where you stand in Dashboard → Settings.

Changing your email or phone number

Both are changed in Dashboard → Settings. Changing either one resets its verified status, so you will need to verify the new address or number before it takes effect. If you are mid-transaction, do this after the transaction closes — payout and notification emails go to the verified address on file.

Changing your password

Also in Dashboard → Settings. You will be asked for your current password. If you do not know it, log out and use the "Forgot password" flow instead.

Buyer or seller — can I be both?

Yes. Your account is not locked to one side of the marketplace. If you registered as a buyer and later want to list a machine, you will simply be asked to complete seller verification and payout setup the first time you create a listing.

Still stuck? Get in touch — include the email address on the account (never your password) and we will take a look.