Troubleshooting

Frequently asked questions

Profile and settings

  • How do I change my registered email address?

Please email [email protected] 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 [email protected] 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 Partner resources > virtual forest where you can make the change. Note that the name will be updated the next time you plant.

  • 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

  • I have a sign-up code, where do I use it?

Please enter any sign up or referral code under Code on the registration form

Payment and funding

  • Can I get an invoice before payment?

Yes, please email [email protected] with your business name, address, VAT number and how much you want to purchase.

  • Do prices include VAT?

Tree planting prices include VAT. 

  • Can I get a VAT receipt?

Yes, please use the main menu to navigate to Settings > Payment history where you can find and download VAT invoices.

  • My account topped up without me knowing

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. 

Tree planting

  • I’m getting an error message when trying to plant manually

The error message should tell you what the problem is. Common reasons are:

    • Planting for others, but entering your registered email address
    • Planting for others, but entering duplicate email addresses

If the error is still persisting, please email a screenshot to [email protected]

  • My bulk upload is failing

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:

    • Duplicate email addresses
    • Insufficient funds (i.e. you must pre-load your account with tree planting credits to begin with)
    • Your registered email address
    • Rogue spaces after email addresses
    • Amended formatting or formulas in the spreadsheet
    • Missing information (e.g. Project ID)

If you are still experiencing errors, please email [email protected] for support

  • My tree planting certificate or email is showing the wrong sender name

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)

Carbon credits

  • How do I pay by bank transfer?

Please email [email protected] with details of your request

  • I require a larger volume or different type of carbon credits

Please contact [email protected], where we will be happy to discuss your requirements and source a portfolio of credits. 

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 of 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?

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

  • My email hasn’t been received by the recipient

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. 

Still need help?

Please email [email protected] and we’ll be happy to assist.