Frequently Asked Questions

The user might have blocked you, the ad may be inactive, or your account needs verification.

Take a screenshot of the charge showing the date, amount, and last four digits of your card. Send it along with the ad ID to billing@townpost.ca—we’ll sync with Stripe, upgrade the ad manually, and refund any duplicate charges.

That means the ad was posted without logging in. Contact us with the ad ID and the email address used in the original posting—we’ll attach it to your account so you can manage it normally. Once linked, you can edit, mark as sold, or delete it from My Ads.

Email help@townpost.ca with the subject “Data Export Request.” After we verify ownership we’ll compile your ads, messages, orders, and profile details into a secure download link. Expect the export within 30 days, per our privacy policy.

Guest ads aren’t tied to an account until you claim them. Email help@townpost.ca with the ad ID, the email address you used when posting, and a quick confirmation that you want it removed. We’ll verify ownership, attach the ad to your profile, and then delete it so you have a clean record.

Ads may be rejected if they violate posting policies, contain prohibited items, spam content, or inaccurate details. Check your email for a notice explaining why.

Official TownPost emails come from @townpost.ca addresses, include your ad title, and never ask for banking info. Hover over links before clicking—they should point to townpost.ca. When in doubt, log in directly and check the Messages tab; if there’s no matching conversation, treat the email as a scam.

If the delete button isn’t working or the ad was created as a guest, email help@townpost.ca with the ad URL and reason for removal. Include any proof of ownership if the ad wasn’t under your account so we can confirm we’re deleting the right listing.

Share the ad title, category, town, posting date, and any confirmation numbers you received. Screenshots or direct links help us track it down quickly.

Guest inquiries land in both your email inbox and the Messages section under the related ad. If you can’t find them, filter your inbox for emails from noreply@townpost.ca and check the “Guest Messages” tab in My Messages.

Send a message to help@townpost.ca with your username, the email on file, and a brief explanation of what happened (for example, mistaken fraud flag or duplicate profile). We’ll review the moderation notes, request any needed verification, and reopen the account if everything checks out.

If you haven’t completed checkout, simply close the upgrade modal. After payment, email billing@townpost.ca within 24 hours with the ad ID—if the campaign hasn’t started we can void the charge; otherwise we’ll schedule the upgrade for a future date you choose.

Moderators pull ads with missing details, duplicate photos, or policy-sensitive items for a manual pass. Check the email tied to your account for follow-up questions or verification requests we may have sent. If nothing arrived, reply to the support ticket with the ad ID and we’ll prioritize the review.

We remove images that look borrowed from other sites, contain personal information, or trigger safety filters (for example, graphic hunting photos). Replace them with high-resolution originals that include the item, good lighting, and ideally a slip of paper with today’s date and “TownPost” on it. Once you re-upload, resubmit the ad so moderation can approve the new gallery.

Puppy ads require proof that you own the parents or hold a breeder license for your province. We also block repetitive daily reposts. Reply to the moderation email with updated photos, paperwork, and the rehoming fee and we’ll restore the ad once everything checks out.

Confirm you’re using the same email you registered with and that there are no leading/trailing spaces when you paste it. If you originally signed up with Google or Facebook, continue with that provider. Still stuck? Contact support with your name, any ad IDs you’ve posted, and the email you believe is on file so we can locate or relink your account.

Receipts are emailed automatically from Stripe within a few minutes of payment. If you missed it, open My Ads → Billing History to download the PDF, or email help@townpost.ca with the ad ID and payment date and we’ll resend an invoice for your records.

Email help@townpost.ca from the address on the account with the subject “Account Deletion Request.” We’ll verify ownership, remove your ads, messages, and profile data, and confirm once the purge finishes. Keep in mind the action can’t be reversed.

Forward the entire message (including headers) to help@townpost.ca and mark it as spam in your email client. Include screenshots if it appeared inside TownPost chat. We’ll block the sender and warn other members if it’s part of a wider campaign.

You can add pictures to your ad by editing your listing and uploading images through the designated upload form. If you need assistance, you can email your pictures along with your ad number to help@townpost.ca.