Frequently asked questions
Please email [email protected] from your registered email address with details of the change.
Please email us at [email protected] so we can double-check your registered email address.
Use the main menu to navigate to Partner resources > virtual forest where you can make the change. Note that the name will be updated the next time you plant.
Changes to the virtual forest will update the next time you plant
Please enter any sign up or referral code under Code on the registration form
Payment and funding
Yes, please email [email protected] with your business name, address, VAT number and how much you want to purchase.
Tree planting prices include VAT.
Yes, please use the main menu to navigate to Settings > Payment history where you can find and download VAT invoices.
It sounds like you’ve turned auto top-up on. Please use the main menu to navigate to Trees > Payment > Auto top-up where you can turn off/adjust the settings.
The error message should tell you what the problem is. Common reasons are:
If the error is still persisting, please email a screenshot to [email protected]
Upon a bulk upload failure, scroll to the bottom of the page where the errors will be highlighted and explained.
Common bulk upload errors include:
If you are still experiencing errors, please email [email protected] for support
Make sure you have entered the company name in the user settings (Settings > User settings) and the sender name in the sender details (Trees > Email templates > Sender details)
Use the main menu to navigate to Trees > Email templates > Sender details > Subject line and amend as required
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.
This feature is coming to our platform soon. In the meantime, please email [email protected] and we’ll be happy to add you some free tree planting credits for testing
Firstly, make sure you have the outgoing email switched on, by going to User Settings.
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 [email protected], where we can check the deliverability.