Your account and getting support

Signing in

Select "Log in" to sign in, or "Sign up" to create an account. Sign-in is handled by a secure, managed sign-in service. PlaceNest does not store your password.

• PlaceNest sends e-mails only to the verified e-mail address on your account.
• If you have trouble signing in, use the options on the sign-in page, the "Trouble signing in" page, or contact Support.
• Select "Sign out" in the account menu when you finish, especially on a shared device.

Forgotten password or e-mail address

1. Open "Trouble signing in" and select "Reset your password". The secure sign-in service opens its password reset page.
2. Enter the e-mail address you use for PlaceNest. If it belongs to an account, a verification code is sent to that address.
3. Enter the code and choose a new password.
4. Sign in with your new password.

Your e-mail address is your sign-in name. If you are not sure which address you used, search your inboxes for e-mails from PlaceNest, or try the reset with each address you might have used: a code arrives only at an address that has an account. To protect your privacy, PlaceNest never tells anyone whether an e-mail address has an account.

Important: Resetting your password does not turn off two-factor authentication. If you use an authenticator app, PlaceNest still asks for a code after you sign in.

• Trouble signing in

Two-factor authentication

Two-factor authentication adds a second step when you sign in: a 6-digit code from an authenticator app, such as Google Authenticator, on your phone. It is optional for most accounts. SMS is not used.

1. Open Security from the account menu.
2. Select "Set up an authenticator app". You may be asked to sign in again first.
3. Scan the QR code with your authenticator app. If you cannot scan it, enter the setup key shown under the QR code instead.
4. Enter the current 6-digit code from the app to finish. The status then shows "Enabled".

Once enabled, PlaceNest asks for a code from your app each time you sign in. Each code works once.

Important: PlaceNest never asks for your authenticator codes by e-mail, phone or in a support request. Never share them.

Lost your phone? Two-factor authentication cannot be turned off from your account. Contact Support with the "Account / access" category. After confirming your identity, a PlaceNest administrator can reset your authenticator so you can set up a new one.

Your profile

Your profile has a display name, an optional short bio, and "What brings you to PlaceNest?". PlaceNest does not ask for ID, date of birth, your home address or payment details here.

"What brings you to PlaceNest?": select the roles that apply to you — as many as you like — and change your selections anytime. Homes and rooms: "Looking for a home or room", "I rent or share my home", "I own or manage a property", "I'm a real-estate agent or property manager". Parking: "I have a parking space to offer", "I'm looking for parking". Lease transfers: "I want to transfer my lease", "I'm looking to take over a lease". Services: "I need a local service", "I provide local services". Your account menu then shows the sections for the roles you chose (plus anything you already use, such as your listings or provider profile).

Important: These are preferences only. PlaceNest uses them to suggest defaults, for example pre-selecting "Who is advertising?" on a new advertisement when only one choice fits. They are not verified and give you no authority over any property, organisation or agency — choosing "I'm a real-estate agent or property manager" does not give access to any agency, and choosing "I provide local services" does not create or verify a provider profile. Each advertisement's own "Who is advertising?" answer can always be changed.

• To start an advertisement you need a saved profile with a display name.
• To publish, you also need private contact details (phone and e-mail) under "Contact details for your listings". These are never shown to logged-out visitors.
• Real-estate agents and property managers can switch to a professional agent profile in the "How you list" section.

• Agent profiles and agencies
• Advertising a property

Identity verification

Your profile may offer identity verification. It is optional. At the moment it does not change what you can do on PlaceNest, and being signed in does not mean someone's identity has been verified.

Notifications and billing

Notifications about your applications, reviews and tenancy documents appear on the Notifications page. Some also send an e-mail.

"Billing and invoices" in the account menu is a read-only list of your invoices and those of any agency you manage. An invoice never changes after it is issued. Most people will see no invoices.

Good to know: Paying for products in PlaceNest: Planned — not available yet.

• Messages, notifications and e-mails

Contacting support

1. Sign in and open Support from the account menu (or "Contact" in the footer).
2. Choose a category: Account / access, Listing problem, Safety concern, Technical problem or General enquiry.
3. Write a subject and a short message. Links are not allowed.
4. Submit. Your request appears under "Your requests" with its status: Open or Resolved.

Important: Do not include passwords, security codes, card details or other sensitive information in a support request.

If you cannot sign in, the Support page shows how to contact PlaceNest Support by e-mail.

Quote your references

Include any relevant reference in your message so Support can find the right record quickly, for example APP-000000000 for an application. Useful references include PRP (property), ADV (advertisement), APP (application), TEN (tenancy), DOC (document) and SRQ (service request).

• What PlaceNest references mean

Closing your account

There is currently no self-service option to delete or close your account. Contact Support with the "Account / access" category and we will help.