Troubleshooting/FAQs

Profile and settings

How do I change my registered email address?

Please email info@moretrees.eco from your registered email address with details of the change.

I’m trying to reset my password but I’m not receiving the password reset email

Please email us at info@moretrees.eco so we can double-check your registered email address.

How do I change the name of my virtual forest?

Use the main menu to navigate to Settings > Virtual Forest URL where you can make the change.

I’ve changed my virtual forest’s name but it’s not showing on my virtual forest

Changes to the virtual forest will update the next time you plant

Payment and funding

Can I get an invoice before payment?

Yes, you can raise an invoice in your More Trees account prior you make payment. You then have 30 days to make payment before the invoice expires.

Go to Credits, choose how many credits you want to purchase, select bank transfer, and raise invoice.

Please transfer invoice amount to the bank details specified. You must include your More Trees account code in your reference so that we can identify the funds with the correct account.

Once the payment has been received (this may take up to 2-3 working days), we'll top up your account and you can get planting by going to Plant Trees.

Do prices include VAT?

Tree planting prices include VAT.

Can I get a VAT receipt?

You can access and download invoices by going to Activity History > Payment History > Invoice

Your invoice will detail all VAT information, which can be printed or saved by opening the invoice, going to file, print, save as pdf or select printer.

Tree planting

I’m getting an error message when trying to plant trees

The error message should detail the problem and solution.

If the error is still persisting, please email a screenshot to info@moretrees.eco and we will be happy to help.

Emails

How do I change the subject line?

Use the main menu to navigate to Trees > Email templates > Sender details > Subject line and amend as required

My custom message isn’t showing any paragraphs or emojis

The custom message on the default template is designed to be very simple and only one or two lines. To make larger amendments, you can edit the default template in the template designer.

To do so, use the main menu to navigate to Trees > Email templates > Select template and click Copy under the default template.

You can now edit the template using the drag-and-drop designer, which will allow you to make the changes you wish.

How do I send a test email?

Please email info@moretrees.eco and we’ll be happy to add you some free tree planting credits for testing.

My email hasn’t been received by the recipient

We do everything we can to make sure our emails comply with and pass the spam filters of all major email providers. However, there are some very small instances where our email gets caught in the spam folder.

We do everything we can to make sure our emails comply with and pass the spam filters of all major email providers. However, there are some very small instances where our email gets caught in the spam folder.

Please ask the recipient to check, or email info@moretrees.eco, where we can check the deliverability.

Still need help?

Please email info@moretrees.eco and we’ll be happy to assist.