A person reads what you send. We look at reports in order. A report about a child's safety goes first. We answer by email, or in the Help chat in the app, where you get an alert when we reply.

Check this Help Center. Many answers are here. If it is about a person who is bothering you, Block them. See Block or report someone. If it is about a deal that went wrong, follow What to do if something went wrong.

We do not promise an answer to every message in a set time. For a complaint, we aim to give a real answer within 7 days. We do not ask you to pay for faster help. We never ask for your password or a code.

How fast will you answer?

We answer as soon as we can. We cannot promise a time. A clear message with the details helps us help you sooner.

Updated Mon, Oct 26 2 min read

We answer as soon as we can. We cannot promise a time for every message, and some days are busier than others. For a complaint, we aim to give a real answer within 7 days.

What we can say

A person reads what you send.
We look at reports in order. A report about a child's safety goes first.
We answer by email, or in the Help chat in the app, where you get an alert when we reply.

What speeds things up

Send one clear message for one problem.
Tell us the item link, your account email and what you expected.
Add a screenshot.
Do not send the same message many times. It slows the line for everyone.

While you wait

Check this Help Center. Many answers are here.
If it is about a person who is bothering you, Block them. See Block or report someone.
If it is about a deal that went wrong, follow What to do if something went wrong.

What we do not do

We do not promise an answer to every message in a set time. For a complaint, we aim to give a real answer within 7 days.
We do not ask you to pay for faster help.
We never ask for your password or a code.

In an emergency

If someone is in danger, contact local emergency services first. Zellany is not an emergency service.

Tip

Write from the email on your account, so we can find it.

Was this helpful?

Contact Zellany Write to help@zellany.com, use the Contact page, or use Help in the app. Tell us what happened and, for an item, its link. Report something: how it works Tap Report on an item, video, chat or profile, pick a reason, and send. A person looks at it. The other person is not told it was you. Report a bug Tell us what you did, what you expected and what happened. Add a screenshot and your device. Use Help in the app or write to us. Something went wrong with a buyer or a seller Stop paying, keep the chat, tap Report, block the person and go to the police if money was taken. We look at reports.

Still need help?

Write to the Zellany team. We answer by email.