Contacting support

Something not working, or have an idea to make the site better? Search the Help Center first, and if you still need a hand, email us. A real person reads every message.

How do I contact Underground Aquarium support?

Email support@undergroundaquarium.com. It's the one support address for everything: account questions, bugs, a store listing you manage, Society questions, privacy requests and ideas.

You can start an email from:

• the Email support button in the Still stuck? box at the bottom of the Help Center and every help guide
• the envelope icon in the footer of every page
• the "no results" message in the help search box

Is there a phone number or live chat?

No. Email is the only way to reach support. There's no phone line, live chat or contact form.

What should I include in my email?

A few details help us sort things out on the first reply:

• The link to the page, listing, thread or store you're asking about
• What you were trying to do, and what happened instead
• Any error message, word for word (or a screenshot)
• Your device and browser, for example "iPhone, Safari" or "Windows laptop, Chrome"
• Your username, and send from the email address on your account if it's about your account
• The build code from the very bottom of any page (it looks like "build" followed by a short code), if you're reporting a bug

A screenshot is often the quickest way to show us. Attach it if you can.

When should I email support instead of using the site?

Email us for things you can't do yourself, such as:

• you can't log in and a password reset isn't working
• changing the email address on your account
• merging or removing a duplicate account
• editing something the site doesn't let you edit, like a forum post
• a Society membership, dues or certificate question
• a problem with a store page you own
• a bug, a broken page or something that looks wrong
• privacy requests about your data
• suggestions and feature ideas

How do I report a listing, post or person?

If a classified ad, post, comment or member looks like a scam, breaks the rules or makes you uncomfortable, use the report option on the site instead of emailing. Reports go straight to our team with the right details attached. See Reporting content. To stop someone contacting you, see Blocking people.

If you think you're in danger or have been the victim of a crime, contact your local authorities first.

How do I fix wrong details on a fish store page?

Use Suggest a fix on the store's page to report wrong hours, a wrong address or a closed shop. To add a store we're missing, see Suggesting a store. Store owners can claim their page and edit it directly: see Claiming your store.

Can I reply to an email from Underground Aquarium?

Emails we send about your account and activity generally answer to our support inbox, so replying reaches us. If an email names a different reply address (for example a club's contact), your reply goes there instead. To stop a type of email, use the unsubscribe or settings link in the email, or see Emails we send.

How long does it take to hear back?

We're a small team and answer as soon as we can. Check your spam folder for our reply. Sending the details listed above the first time usually saves a round of back and forth.

Is there a feedback button on the site?

No. There's no feedback button or form on the site right now. Send ideas and feedback by email to support@undergroundaquarium.com. We read everything.

Common problems

My email to support bounced. Check the spelling: support@undergroundaquarium.com (under-ground-aquarium, all one word, no hyphens).

I can't log in, so I can't reach my account to ask for help. You don't need to be logged in to email us. Send your username and the email address you signed up with.

I emailed but haven't heard back. Check spam and promotions folders. If it's been a while, reply to your original email so your details stay together.

Tapping the email link or button does nothing. It opens your device's default mail app. If you don't have one set up, copy the address support@undergroundaquarium.com into whatever email you use.