Frequently Asked Questions
If you have a question or need some help, please take a moment to read through our Frequently Asked Questions.
How do I activate or edit my listing?
To activate or edit your listing, select the circular person/profile icon at the top right corner of the page > then select the listing under ‘Your Listings’ in the centre of the dashboard. At the right of the next page will be a button to Activate. To deactivate, you can follow the same steps, except the button will display “Deactivate.”
Edit options appear under each section of the listing.
Photos can also be added and removed in this section at the top.
How do I delete my listing or account?
To delete your listing, select the circular person/profile icon at the top right corner of the page > then select the listing under ‘Your Listings’ in the centre of the dashboard. Select the “Matches and listing views” tab, then on the right side in the “Listing views” section, select “Delete listing”.
To delete your account, click Your Account (your name) > then select “Account settings.” At the bottom of account settings, you will see a button to “deactivate or delete account.” From the following pop up, select “delete my account.”
Why was my listing / account deactivated or deleted?
All Free accounts that have been inactivate for more than 7 days will receive an email notification asking them if they are “still looking?”. If a member fails to log in within 48hrs of that email being sent, their listing will be deactivated. This is to ensure that all listings on the platform are live and available.
All accounts that have been inactive for more than 3 years will be automatically deleted by our system.
How can I claim my guarantee?
Guarantees are applied automatically at the expiration of your purchased plan. To qualify for your guarantee you must have a profile picture and no more than one active property listing.
Should your guarantee not apply and you believe it should have, please contact us.
I need help or tenancy advice.
The Flatmates.com.au team are unable to provide advice or guidance for individual situations.
For all the information on tenancies and sharing in your state please see our legal guide section.
Do I have to upgrade?
Flatmates.com.au is a site that can be used for free.
Upgrading allows you to contact all members, view available mobile numbers, have your listing advertised on realestate.com.au and list multiple properties. Upgrades cannot be held or frozen. For more information please see Why Upgrade
Can I pause my plan?
Yes, if you are on the Basic or Full plan, you can pause your plan one time only, for a maximum duration of 3 months (approx. 90 days). After 3 months, your plan will automatically resume and any remaining plan days will be used up.
The Pro plan and the 30 Day Guarantee extension cannot be paused.
I have not received a verification SMS?
SMS verification can take up to 30 minutes to be delivered depending on your country or provider. When you receive the code, please ensure your code is entered correctly and in full.
If you close the screen to enter your code, you will need to request a new code. Only the most recently requested code will work.
If you have not received a verification SMS please contact us with your mobile number (including country code), so we can ensure it was entered into the system correctly.
How come people are sending me text messages or calling my phone?
As part of our upgrade service, paid members can access “verified members mobile numbers.”
If you do not wish for members to access your mobile number, you can change this access in account settings. Click Your Account (your name) > then select the ‘Account settings’ from the dropdown menu. Here you can de-select the option to “allow all verified members to access my mobile number.”
Why is my listing undergoing security checks?
All new and edited listings go through security checks, formerly known as moderation, to ensure they don’t contain anything prohibited. From time to time, your account may also be checked by our system and team. These checks are to ensure the safety of all members on the site.
This process should only take a few minutes, however, if anything is picked up by the system it will need to undergo a manual check. Depending on the time of day or the length of the queue, this can take longer to process.
Please be patient, our team will approve your listing as soon as possible.
How does the site work? I need help with finding a place or renting my room.
For tips on how to use the site and how to list yourself or place, please see our helpful guides.
How do I report another member?
You can report a listing via the “Concerned about this listing” link at the bottom of every listing.
You can also report a member via the report member link in your messages. Click the three dots in the message header to access this link.
All feedback is received in confidence.
My payment won’t process.
Adblockers can interfere with the payment system. Please disable any Adblocker for our site. Please also ensure you are using the most up-to-date version of your browser and operating system.
I received a message from a member with no profile.
Anyone who contacts you via the site is a registered member and have undergone the same verification process as you.
However, not all members will have a public profile about themselves. Some of these members may have just signed up and verified an account to contact you, so they may not know about a profile until they’ve sent their first message. You can always reply to these members through the messaging system.
When will my listing become Free to Message?
Your listing will become free to message after 14-days active on the site or when you upgrade your account, whichever is sooner.
If you have a free account, the listing will automatically become free to message after 14 full days. If you deactivate the listing at any point, the counter will re-start. Flatmates.com.au cannot provide updates or change the date of your listing going free to message.
I have encountered a bug or website issue.
If you have a bug or issue to report, please contact us. To help us investigate and resolve the issue as quickly as possible, please also provide us with the device and browser you were using at the time.
Screenshots or URLs are appreciated and may help us identify the issue faster.
Do you have an app?
We do! You can find our app through the iOS App Store and Android Play Store .
If your question hasn’t been answered here, please contact us.
Our team are on hand to answer any queries from 9am – 10pm (AEST). You can also email us at support@flatmates.com.au