Account and Onboarding
I completed onboarding but I cannot access my dashboard
Onboarding must be fully completed before dashboard access is granted. Return to
/onboarding and check whether any steps are incomplete. If all steps show as complete and the dashboard is still inaccessible, sign out and sign back in. If the problem persists, contact support.I selected the wrong role during onboarding
Role selection happens once during onboarding. If you selected the wrong role, contact support to have your account corrected.
I cannot see the onboarding page after signing in
If your account has already completed onboarding, the platform redirects you to your dashboard. If you need to update your business details, go to your account settings.
My account shows as pending
Newly created accounts are activated immediately for most actions. If your account is showing a pending or restricted status that prevents you from taking actions, contact support with your registered email address.
Listings
My listing is not appearing in the marketplace
New listings go live immediately after submission. If your listing is not visible, check that it is not in draft status. Open the listing from your supplier dashboard and confirm it is published. If it shows as published but is still not appearing in the marketplace, contact support.
I uploaded photos but they are not showing
Photos are uploaded to storage at the media step of the listing wizard. If the upload failed partway through, return to the listing and re-upload the affected images. Maximum file size is 10MB per image.
I need to update my collection address
Collection address is set per listing. Open the listing from your supplier dashboard, edit the collection details, and save. Changes apply to new deals only — in-progress deals retain the original address.
Can buyers see my compliance documents before making an offer?
Yes. SDS and UN38.3 documents uploaded to a listing are visible to all signed-in users viewing the listing. Buyers and recyclers use these documents to assess whether the batch meets their requirements before committing to an offer.
Can I list batteries for both sale and recycling at the same time?
Yes. When creating a listing, set the channel mode to Both. This makes the listing visible to buyers in the marketplace and to recyclers in the directory simultaneously. You can receive purchase offers and recycling enquiries on the same listing at the same time.
Offers and Deals
A buyer made an offer but I cannot see it
Check the Offers section of your supplier dashboard. Offer notifications are also sent by email. If you have not received either, check your notification settings in your account settings.
The deal is stuck and my counterparty is not responding
Use the deal workspace messaging thread to contact your counterparty directly. If there is no response within a reasonable period, contact support with your deal reference number.
I accepted an offer but no deal was created
In rare cases, there may be a short delay between acceptance and deal creation. Refresh your dashboard after a few minutes. If the deal does not appear after 10 minutes, contact support.
Can I cancel a deal?
Yes, deals can be cancelled before collection takes place. Contact support with your deal reference number and the reason for cancellation. If payment has already been made, refund handling depends on the stage the deal has reached. Deals cannot be cancelled unilaterally through the platform — both parties or support must be involved.
What happens if a deal falls through after payment?
Contact support immediately with your deal reference number. Refund and cancellation handling depends on the circumstances and the stage the deal was at when it fell through. Do not mark collection as complete if the battery has not physically changed hands.
My offer expired before I could respond
Purchase offers expire after 14 days without activity. Recycling enquiries expire after 7 days. Once expired, an offer cannot be reopened. You can submit a new offer on the same listing.
Payments
My payment failed
Payment failures are shown in the deal workspace. Common causes are insufficient funds, card issuer restrictions, or an expired card. Try a different payment method from the payment dialog. If the issue persists, contact your bank before contacting platform support.
My payment shows as pending for longer than expected
Bank transfers can take 1–3 business days to clear. The deal will advance automatically once the payment is confirmed. If the payment has been pending for more than 5 business days, use the manual sync option in the payment dialog or contact support.
I have not received my payout
Check your connected account status in your billing settings. Payouts require a verified Stripe connected account. If your account is verified and the payout has not arrived within 7 business days of deal completion, contact support with your deal reference number.
How is the platform fee calculated?
The platform fee is a percentage of the agreed deal value. The fee amount and your net payout are shown at the time of listing and again when you confirm deal terms — before you sign anything. See Platform Fees for a full explanation.
I was not shown the platform fee before agreeing terms
The fee is shown at the listing creation step and again in the deal workspace before terms are confirmed. If you signed the agreement without seeing the fee breakdown, contact support before the deal advances further.
Recyclers
I am not receiving relevant enquiries
Review your accepted battery categories in your recycler profile. If the categories do not match the types of enquiries you want to receive, update them in your account settings under Profile. Also confirm that your profile is set to active — inactive profiles are hidden from the directory.
A sender is not responding after I accepted their enquiry
Use the deal workspace messaging thread. If there is no response after a reasonable period, contact support with the deal reference number.
My recycler profile is not appearing in the directory
Check that your profile is set to active in your account settings. New profiles are visible in the directory as soon as onboarding is complete and the profile is active.
Other
Where can I find my deal history?
All past deals are available from your dashboard under the Deals section, including completed and cancelled transactions.
Can I have more than one role?
Accounts are associated with a single role (supplier, buyer, or recycler). If your organisation needs to act in multiple roles, contact support to discuss your requirements.
How do I close my account?
Account closure requests are handled by the support team. Contact us with your registered email address and a brief reason for closure. Accounts with active deals cannot be closed until those deals are completed or cancelled.
I have a question not covered here
Contact the support team directly. Include your registered email address and, where relevant, your deal reference number or listing reference. The team will respond as soon as possible.