• You already took my money, but my account hasn't been verified / the owner hasn't accepted my request.

  Every time you make a request on the platform, your card is pre-authorised for the amount of the rental. This means that the funds are reserved in "Pending" status in your bank account while the request is pending. Only once the owner accepts the request are the funds debited from your account.  If you do not complete verification or the owner does not accept the request, the funds are released on our end, and it's just up to your bank to put them back in your available balance.Few readers

• I can't log in to my account.

  Are you logging in the correct way? If your account is a Facebook or Google login and you are trying to login with your email/password combo, the system won't recognise this. Be sure to log in with the correct login option. Do you have a duplicate account?  If you've recently changed your login details, the new details may have clashed with an existing account and prevent you from logging in . If you believe this is the case, please email info@fatllama.com (mailto:info@faFew readers

• What is holiday mode? What does pausing an item do?

  If you want to temporarily stop lending your item or items, you have a couple of options in your Fat Llama account. If you have a particular item that is unavailable or out of working order, you can pause the individual item listing. Pausing a listing makes that item temporarily no longer bookable, though renters can still view the listing and message you about future availability. Alternatively, if you want to pause your whole account, you can activate "Holiday Mode." Putting your accounFew readers

• My messages and/or transactions have disappeared?

  If you've logged in and found that your account appears to have been "wiped" -- don't panic! There are a few common things that can cause this to appear this way.  You might be logged into the wrong account. Between email/password, Facebook and Google logins, a lot of us will accidentally unknowingly make more than one Fat Llama account in our time. If you've logged in and find all your activity gone, you're probably not in the right account. Try logging out, having a thougFew readers

• Report a bug

  If you are experiencing tech issues with our website our app, please fill out this form to report the issue.  Doing this will log a case with our internal team to investigate and follow up on. If the issue is urgent (preventing you from making a transaction or using the platform right now), a member of our support team will reach out within the hour to help resolve this.  For less immediately pressing issues, we will take some timeFew readers

• My promo code or referral link isn't working.

  Double check -- is this a referral link or a promo code?  Promo Code - This will usually be a word, and possibly a number following it. For example, our first-time user code is NEWLLAMA. You will type this into the "Promo Code" box when you go to check out on a rental.  Referral Link - This will usually be a few letters and a few numbers, separated by a hyphen. For example, fatllama.com/f/shie-1cf4d To get the credit from a referraFew readers