Support

Something wrong with an order, a bid, or your account? Here is how to reach a person.

Email us

help@addtrace.com — the fastest route, and the one to use if you can't sign in. We answer within one business day.

To save a round trip, tell us:

• the email address or phone number on your account,
• what you were trying to do, and
• the piece or order it concerns, if there is one.

From inside your account

If you can sign in, open a support request from the app or the website and it arrives already attached to your account and the order in question — nothing to look up, and you can follow the thread in one place.

Common questions

Where is my order? Every accepted bid has a transaction page with the current shipping status and tracking. If tracking hasn't moved in more than two business days, email us.

The piece isn't what was described. Report it from the order as soon as it arrives — while the inspection window is open — and don't send it back until we reply.

I want to cancel a bid. A bid can be withdrawn any time before the lister accepts it. Once it's accepted it's a live transaction, so email us instead.

I want my data deleted. You can delete your account from Settings → Delete account in the app; see our Data Deletion Instructions for what that removes and for the route to take if you have lost access to your account.

Privacy and terms

Read our Privacy Policy and Terms of Service.