Troubleshooting
A sign-in code that did not arrive, a listing missing from search, a refused message, photos that will not upload and a host who does not answer.
In this topic
The sign-in code did not arrive
In the app you sign in with a six-digit code sent to your email. On the website you sign in with an email address and a password, and email is used to confirm your address and to reset a password.
If nothing arrived, first check your spam folder and the address you typed. A trailing space or one wrong letter sends the message somewhere else.
If all of that is right, ask for a new code. Always type the code from the most recent message, not from an earlier one.
If nothing arrives after a few minutes, contact us through the contact page. You can write to us without being signed in, so someone who cannot get in can still reach us.
A listing does not appear in search
A new listing does not appear straight away. It is reviewed before it is published, and only a published listing is visible in search. If it was rejected you receive a written reason, and you can correct it and submit it again.
If a listing was approved and still does not appear, first check that it is not paused. A paused listing drops out of search until you put it back up.
The second reason is availability. If no availability rules were set for the listing, it cannot be booked, and it will not be offered in a search for dates. Availability is set at the availability step of the publishing wizard.
The third reason is that your search does not match the listing's own rules. A search for dates hides a listing that is already taken then, a listing whose host set a longer notice period, a listing that cannot be booked that far ahead, and a listing for which the duration you asked for is too short or too long.
Storage also has a minimum number of months. A storage unit let on a renewing rental is reserved for the months after its current term as well, so it is not offered for them.
A message was refused
A message in a conversation is refused when it contains a phone number, an email address or an external link. It is not sent and does not reach the other side.
The check is on the text itself. Digits spread out with spaces or written as words are read as a number, so an indirect phrasing is refused too.
To carry on, write the message without that detail. Whatever needs arranging can be arranged here, inside the conversation.
The moment a booking closes on the listing, the check stops applying to that conversation, and the phone number and the address open in it anyway.
Photos will not upload
Uploading photos requires you to be signed in and the listing to be yours. An upload into another account's folder is refused.
The file must be an image — JPEG, PNG, WebP or AVIF. An image your browser cannot decode is refused with a message, and nothing half-saved is left behind.
Photos are resized in the browser before they are uploaded, so a large photo from a phone does not fail on size. If an upload stopped part way, the photos that already landed are kept — retry only the ones that are missing.
A listing needs at least three photos before it can be submitted for review.
Do not upload photos showing people, number plates or the exact address. A listing like that is rejected in review.
The host is not answering in the chat
Your booking does not depend on the host's answer. It closed the moment the payment went through, and the space is yours for the period you paid for even if nobody has written you a word.
What does need an answer is the arrangement: how you get in, where the key is, whether there is a gate. So it is worth opening a conversation early rather than on the day.
The exact address and the host's phone open to you in the conversation about this listing as soon as the payment goes through. If you have not opened a conversation yet, open one from the listing page and they will appear there — without waiting for the host.
There are no lock-screen notifications, so the host may simply not have opened the app. A message that was sent is waiting for them and does not disappear.
If the date is approaching and there is no contact, you can cancel the booking from your bookings page, or write to us with the booking's number and what you sent.
The dates you asked for are refused
When a booking is refused, the sentence you are shown is the exact reason. These are the common ones.
The time overlaps an existing booking — someone already holds the space for that time. The space is not open for booking right now — the host's availability rules do not allow a rental starting at this moment.
The period is too short or too long — every listing has a minimum and a maximum duration the host set. For storage that is measured in months, and the end date must be exactly the number of months you asked for from the start date.
This is your own listing — you cannot book a space from yourself. You have already booked this space for this time — you already hold a booking for those dates, for instance if the button was pressed twice.
If none of these explains what you saw, write to us with the exact sentence you were shown and the dates you asked for.
How to reach support
You reach us through the contact page. You can write without being signed in, so someone who cannot get into their account can still reach us.
Write your email address, a short subject and what happened. If it concerns a particular listing, include a link to it. If an error message appeared, copy it exactly as it was.
Your message is stored and read by a person on the site's team. There is no automatic reply, and no immediate reply.
Requests about your account — deletion, a copy of your data, correcting something wrong — go through this channel. Reporting a listing or a user goes through it too.
If there is immediate danger to a person or to property, call the police. Peelpel is not an emergency service.