Question 1

How do I create a listing?

Accepted Answer

Go to “New listing” and choose a room within a home or one self-contained whole place. Private drafts and previews are free. Add accurate details and property photos, then review publication eligibility. Personal room listings stay free under the existing allowance. A whole place needs valid campaign or eligible Business coverage before publication. Manage drafts, active listings and campaign recovery from My Listings.

Question 2

How do I message someone?

Accepted Answer

Open their profile or listing and click “Message”. Keep conversations on Mates Place for safety and support.

Question 3

Why was my message flagged?

Accepted Answer

Our safety scan looks for contact sharing and risky links. You can still send, but we recommend staying on-platform.

Question 4

What does optional Identity verification cost and check?

Accepted Answer

Open Verify your identity to check your account’s existing access first. Qualifying paid Household Plus, whole-place advertising and Small Business purchases include one account-wide Stripe Identity check at no extra cost for the purchasing account, with up to two submitted attempts under the verification policy. Business access to the check starts after its first successful paid invoice, not during an unpaid trial. No separate payment is needed if you already have included or unused standalone access. Otherwise, the standalone check is a one-time A$4.99 purchase for eligible checkouts from 18 September through 18 November 2026, Australia/Sydney, and A$19.99 thereafter. Stripe checks a government-issued photo ID and face/selfie using document checks and biometric face matching. Verification is optional, needs individual consent and a successful check, and is not required for core access.

Question 5

Where can I find purchases and an included Identity check?

Accepted Answer

Open Account → Plans & purchases. Your authorised personal passes, whole-place campaigns, standalone Identity payments and organisation billing are shown separately, with current access and any protected price. No household or conversation is needed to view your own purchase records. An included Identity benefit links to its genuine source purchase; it does not create a separate Identity receipt. Select Verify my identity when ready, or continue your existing check. Already verified customers do not need another check.

Question 6

When does a whole-place campaign start and end?

Accepted Answer

A paid personal campaign covers one specified property for 60 consecutive days from its first successful publication. Normal edits and reopening during that period are included; pauses do not extend the end date. If paid publication is pending, use campaign recovery or request a full refund before first publication. Advertising expiry stops new enquiries without marking a property let, cancelling confirmed inspections or removing authorised existing conversations. Another campaign requires explicit payment at the applicable current or protected price. Eligible Business-covered advertising uses the organisation’s subscription and listing allowance instead.

Question 7

Does a protected price mean automatic renewal?

Accepted Answer

No. Household Plus passes and whole-place campaigns require an explicit new purchase each time and never renew automatically. A qualifying protected rate applies only to that product and purchasing account. Small Business renews monthly until cancelled; its protected rate belongs to the same organisation and plan while continuously subscribed. Effective cancellation ends continuity unless an explicit retained right applies. Review the exact current offer and checkout expiry before paying.

Question 8

How long can I resume an Identity check, and when is it redacted?

Accepted Answer

If Stripe asks for more input and one submission remains, you can resume for up to 30 days. After a completed or terminal check, or when that window ends, Matesplace requests Stripe redaction within 24 hours. Stripe says completion can take up to four days and is irreversible.

Question 9

How do Identity refunds, disputes and badges work?

Accepted Answer

We automatically initiate a refund for verified duplicate charges and qualifying technical failures. Stripe must confirm the full refund before we call it complete. Another Identity purchase is blocked while payment or refund status is uncertain; independent valid included access is preserved. An unused separate payment may be refunded when an included check becomes available. A previously submitted check is not automatically refunded simply because a later plan includes verification. Other requests are assessed under the Australian Consumer Law. Normal plan expiry, cancellation or refund does not by itself remove a genuine verified result. Standalone Identity payment disputes remain subject to the existing review policy; a plan dispute does not itself mean an identity is false. The badge is an account signal, not a guarantee of safety, a listing, property, compatibility or rental arrangement.

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