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FAQ & Troubleshooting

Quick answers to common questions and solutions to frequent issues.

Account & Access​

I can't log in​

  • Ensure you're using the email address you signed up with
  • Try resetting your password using the "Forgot Password" link on the login page
  • Check that you've verified your email address (look for the verification email in your inbox and spam folder)

My verification is taking too long​

Verification typically takes 1–2 business days. If it's been longer:

  • Check your dashboard for any status updates or action items
  • Ensure you've completed all required profile fields (display name, company, ABN/ACN, office location, profile photo)
  • Contact support via the Contact Us button in your dashboard

I want to change my email address​

Update your email from Account > Account Settings. Note that changing your email requires re-verification.

I selected the wrong country during signup​

Contact support to have your country setting updated. This affects your directory placement and calculator features.

Profile​

My profile photo won't upload​

  • Ensure your image is in a supported format (JPG, PNG, WebP)
  • Check that the file size is reasonable (under 5MB recommended)
  • Try a different browser if the upload continues to fail

I don't appear on the broker directory map​

  • Your profile must be Approved (verified) to appear in the directory
  • Ensure you have an office location set with a valid address - the geocoding must resolve correctly for map placement
  • Check that lead intake is not paused (though pausing only stops lead assignment, not directory visibility)

My changes aren't saving​

  • The profile editor auto-saves your changes. Look for the save confirmation indicator
  • If auto-save isn't working, use the sticky save bar at the bottom of the profile page to save manually
  • Check your internet connection
  • Try refreshing the page and re-entering your changes

How do I update my public profile URL (slug)?​

Your slug is generated from your display name during onboarding. Contact support if you need it changed.

Leads & CRM​

I can't see the lead pipeline​

The lead pipeline requires a Starter ($29/month) or Unlimited ($69/month) subscription. Free tier users see an upgrade prompt. See Billing & Subscriptions to upgrade.

I'm not receiving leads​

Check the following:

  1. Verification status - Only approved brokers receive leads
  2. Lead intake - Ensure the pause toggle is turned off (check your dashboard)
  3. Enquiry limit - You may have hit your monthly limit (check your Enquiry Usage card)
  4. Service areas - Ensure your service areas are set correctly so leads in your region are matched to you

When does my enquiry limit reset?​

Enquiry limits reset at the beginning of each calendar month. Your current period is shown on the billing page.

Can I export my leads?​

Lead export functionality is not currently available through the dashboard. Contact support for assistance with data exports.

Billing​

How do I cancel my subscription?​

Click Manage Subscription on the billing page to open the Stripe customer portal, then select the cancellation option. Your plan remains active until the end of the current billing period.

I was charged but my plan didn't upgrade​

This can occasionally happen due to processing delays. Wait a few minutes and refresh your dashboard. If the issue persists, contact support with your Stripe receipt.

Can I get a refund?​

Refund requests are handled on a case-by-case basis. Contact support with your billing details.

Do I need a paid plan to have a public profile?​

No. All verified brokers appear in the directory regardless of plan. Paid plans unlock CRM access, more enquiries, and enhanced visibility (priority and featured placement).

Messaging​

I'm not getting message notifications​

  • Check your email notification settings in Account Settings
  • Ensure your email address is correct and verified
  • Check your spam/junk folder for notifications from ListHouze

How do I delete a conversation?​

Open the conversation, click the options menu (three dots), and select Delete. This permanently removes the conversation from your inbox.

Reviews​

My client didn't receive the review invitation​

  • Confirm the client's email address was entered correctly
  • Ask the client to check their spam/junk folder
  • You can resend the invitation from the Invitations tab on your reviews page
  • Invitations expire after 14 days - send a new one if needed

Why isn't my review showing on my profile?​

Reviews go through a moderation process before being published. This typically takes a short time. Once approved, the review appears automatically on your public profile.

Can I remove a published review?​

Reviews are moderated by ListHouze. If you believe a review is inappropriate or fraudulent, contact support with details.

Contact Support​

If your issue isn't covered here:

  • Click the Contact Us button in your dashboard
  • Unlimited plan subscribers receive priority support
  • Include as much detail as possible about your issue (screenshots, steps to reproduce, etc.)
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