Getting Help
There are three routes, depending on what you need. Picking the right one gets you a faster answer.
1. Support tickets - for anything about your account or listings
The best route for day-to-day issues. From your account menu, open Support Tickets and click New ticket. You choose a category - general, bug or technical issue, account, billing, listing, or feature request - and a priority (normal or urgent), then describe the problem.
- Replies happen in the ticket thread, on the site - your ticket list shows a "We've replied" flag when there is something new
- Statuses: Open, Awaiting reply, Closed
- Include your branch name and, for feed problems, any error message from your feed log - it usually saves a round trip
2. The contact form - for everything else
For general, partnership, press or careers enquiries, use the contact page, or email
3. The complaints process - for formal matters
If your issue concerns a specific listing, another agent, or a data/privacy matter, the complaints process is the quickest route - it goes into a tracked queue with its own handling standards.
Before you ask - the help library
The articles in this section cover the common ground: feed setup, managing listings, enquiries, featured listings, the valuation panel and more. A two-minute read often beats a ticket.