Troubleshooting

Profile & settings

  • Password reset email not received

If you're not receiving the password reset email, please email us at [email protected] so we can double check your registered email address.

  • Changing registered email address

Please email [email protected] from your registered email address with details of the change.

  • Virtual forest not showing name change

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

  • Where to enter sign-up code

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

Payment and funding

  • Invoice needed

You will receive an automated receipt upon payment. If you require an invoice before payment, please email [email protected]

  • Free credit not showing

If you have received a free credit from one of our partners but forgot to add this on the registration form, please email [email protected] with your unique code.

Tree planting

  • Contact admin error when planting

Please check that you are not duplicating email addresses or entering your registered email when trying to plant for others. 

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

  • Bulk upload failing

Scroll down the page to see a list of the emails uploaded, highlighting the error(s) next to the relevant problem.

Common errors include:

- Duplicate email addresses

- Erroneous spaces after an email address

- Amended formatting or formulas in the spreadsheet

  • Certificate not showing in company name

Please ensure you have added your company name in the user settings

Next section: planting trees

Still need help? Email [email protected]