I created an account but cannot sign in
Check that you are signing in the same way you registered: with your email address and password, or with Sign in with Carbon Tracker. They are separate accounts. If you have forgotten the password, use Forgot your password?. There is no approval step to wait for.
Sign-in says to wait, or the right password is refused
After 10 wrong passwords in a row, sign-in pauses for 15 minutes and we email the account holder. Wait, or choose a new password with Forgot your password?, which lifts the pause straight away.
The confirmation code or reset email did not arrive
Check your junk folder and that the address is the one on the account, then ask for a new one. A reset link lasts 24 hours and works once. If nothing arrives, contact us from that address.
I am asked for a six-digit code when I sign in
An authenticator app or text message codes are set up on your account. Enter the code your app shows for Carbon Trader®, or the code we text to your mobile. Both are optional; to turn either off, open Account details and enter your password and a current code. If you no longer have the device or the phone, contact us from your registered email address.
I am asked for my password when saving bank or ETS details
Changing where your money or units go asks you to confirm it is you. Enter your password, or a code from your authenticator app. If you sign in with Carbon Tracker, sign out and sign in again, then save within 15 minutes.
I am asked to confirm my identity
You are buying an escrow-protected lot, funding or selling to a wanted request, a lot of yours has sold through escrow, or you have asked to withdraw units from a wallet. Open Confirm identity, enter your details and upload a certified copy of your ID. It is asked for once. See Creating an account and confirming your identity.
My identity shows "Under review"
A person is checking your document, and we email you when it is done. You can keep listing and managing your details in the meantime.
My identity shows "More needed"
We could not confirm your identity from what was provided. The Confirm identity screen says why. The usual causes are a copy that is not certified, a certification older than 12 months, or a photo that cannot be read. Upload an updated document.
My lot sold but I have not been paid
Check the row under Settlements. For an escrow sale it says what the trade is waiting for: the buyer's payment, your unit transfer, or your identity being confirmed. The buyer's money stays in escrow until those are done, and a buyer who does not pay within 7 days loses the purchase and the units go back on sale. For a direct sale the buyer pays you directly: contact them using the details we sent you, and do not transfer the units until the money has reached your account.
I bought direct and the units have not arrived
In a direct sale the seller transfers the units to your Register account themselves. Contact the seller first, using the details we sent you. Carbon Trader does not hold the money or the units in a direct sale and cannot recover either, but tell us if a seller does not deliver.
My purchase was cancelled
An escrow purchase must be paid within 7 days of buying. If the payment did not arrive by the pay-by date, the purchase was cancelled and the units went back on sale. If you paid after it was cancelled, the money is refunded; contact us with the reference and the amount.
My listing is not showing on the public site
Check its row under Sell NZUs. If it says Awaiting escrow, we are waiting on proof of the units in your own Register account. It may also be awaiting approval in your organisation, scheduled for later, or closed.
I cannot choose "my ETS account" when listing
Your Emissions Trading Register account details are not saved yet. Add them under Account details and the option becomes available.
My payment did not update the trade
Do not pay twice. Check that the amount paid matches the invoice to the cent and that the payment reference was quoted. Then contact us with the reference, the amount and the time you paid.
My wallet withdrawal is pending
Withdrawals are reviewed before they are processed, and need your identity to be confirmed. If it is urgent, for example for a surrender deadline, contact us and say so.
I cannot see an organisation feature
Your role in the organisation may not include it. Ask the organisation's owner or admin. Approval limits can only be changed by an owner. See Organisations and team access.
I cannot find my team invitation
Sign in with the email address the invitation was sent to, then open Organisations. An invitation lasts 14 days, and cannot be accepted by an account that signs in with Carbon Tracker.
Where has the account centre gone?
Everything it did is now in your dashboard at carbontrader.nz/app, and its old address opens the dashboard. See Your dashboard and statuses.
Where have My Farm, My Forest and My Obligations gone?
They are now in Carbon Tracker®, a separate product at carbontracker.nz. See Carbon Tracker dashboards.
Contacting us
Use the contact page, or email info@carbontrader.nz from the address on your account. Say what you were doing and what the screen showed. Never send a password, a reset code or your RealMe login.
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