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[Removing Abusive or Commercial Content] If you're reporting an Event or a Place Page post, please 'Flag' the content. You can find some more information about how to do this here. By flagging content and encouraging other members to do the same, the community can work together to moderate the site. Once enough members have flagged the content, it will be removed. If you're reporting a Profile, Message, Couch Request, Group, or Group post, please use the "Report!" button located next to the item. We will then review any content that is reported to us and take appropriate actions based on our Terms of Use. If you are reporting something that should be taken down immediately, please send us a direct link to the content, as well as a link to the profile of the member who created it. Please note that the Trust and Safety team is only able to remove content that clearly breaks the Terms of Use. Thanks for your help keeping Couchsurfing free from abuse! [Fake or Duplicate Profile] If you believe to have found a fake or duplicate profile, please send us direct links to the original profile and to the suspected duplicate profile so that we can review them together. Thanks for your help in keeping Couchsurfing free from abuse! [Online Harassment] Harassment is against our Terms of Use, and is something that we take very seriously. If you are receiving unwanted messages from a member, the first step is for you to send a short Couchsurfing message explicitly asking them to cease contact. If they continue to harass you, we can help you with an official cease contact request. Please provide the Safety Team with the username or profile link of the member harassing you and we'll be happy to look into it for you. If you ever feel that your personal safety is at risk, we recommend that you contact local authorities directly. [Surfer No Show] It’s frustrating to plan to host someone only to have them fail to show up or notify you that their plans may have changed. It’s important to keep in mind that people have limited time and internet access while traveling, which can make it difficult to organize accommodation. Of course, this is not the host’s fault. If a surfer didn't show up, you can choose to leave a reference for this member. It’s hard for Couchsurfing to determine what may have caused this member to act in this way. Please consider whether your experience is something that other community members need to know. If you would like to open a confidential report regarding this member, please send us a link to their profile as well as a description of what happened. Please note that leaving a reference is often the most effective course of action. [Host Cancellation] It’s frustrating to plan to stay with someone only to have your host cancel last minute. Organizing places to stay can definitely be stressful, especially if you have limited time or Internet access. If you have access to the internet or a mobile device with the Couchsurfing app, you may want to consider creating an open couch request that shows to local members. They can see your request and offer to host you, though we recommend that you remember to review profiles of potential hosts very carefully. We always recommend that members have a backup plan, such as another potential host, or the phone number of a hostel for cases when plans fall through. If your host cancelled on you at the last minute, you can choose to leave a reference for this member. It’s hard for Couchsurfing to determine what may have caused this member to act in this way. Please consider whether your experience is something that other community members need to know. If you would like to open a confidential report regarding this member, please send us a link to their profile as well as a description of what happened. Please note that leaving a reference is often the most effective course of action. [Inappropriate Behavior] If you would like to open a confidential report regarding your experience, please send us a link to the profile of the member that you are reporting and a description of what happened. For interactions that happen off of the site, the members involved in the situation are in the best position to let other members know what the experience was like for them. To be fair, we allow both involved members to describe the experience from their perspective through references. [Personality Conflict] Sometimes issues between members arise out of personality conflicts or cultural differences, and not because the person involved was trying to be hurtful. If you feel comfortable doing so, sending a calm, polite, and respectful message could help work out any differences and enable you to resolve this with the member directly. You can also consider leaving a reference for this member, describing your experience from your perspective. Of course, you are not obligated to, but we believe that references can help members to make more informed decisions about who they want to meet and interact with. If you would like to open a confidential report regarding your experience, please send us a link to the member's profile and a description of what happened. [Potentially Dangerous] If you believe a Couchsurfing member may be dangerous or pose a threat to you or other members, please send us a link to the member's profile and a description of your experience with them. We'll open a confidential report. If you believe that your, or anyone else's, safety is in immediate risk, please reach out to local authorities. [Related to my personal safety] If you have concerns about your immediate safety or have been the victim of a crime, you are advised to contact the authorities for immediate support. You can also consider alerting your embassy if you are traveling abroad for further assistance. Once in a safe location, you are welcome to reach out to us directly with details of your experience, including the name and profile link of the member you had the experience with so that we can review possible actions. [Related to my personal property] We’re very sorry if your personal property was damaged or stolen. Using the form below, please send us a description of what happened, the name and the profile link of the member you had the experience with so that we can review possible actions. [Related to another person's experience] Any criminal activity should be reported directly to the authorities by the affected person, when possible. If you wish to report another person's experience, we can open a confidential report on the matter, but keep in mind that we can only discuss an issue with the immediately affected member. You can encourage them to reach out to us directly with details of their experience. [I received a spam reference] Please send us a link to your profile or your username and we'll look into it as soon as possible. [Disputing a reference left on my profile] We're sorry if you received a reference that you do not agree with. As we are only able to flag or remove references if they break the reference guidelines, please let us know which reference guideline the reference in question breaks. If the reference is false according to information found in the Couchsurfing system, please send us a links to all related content so that we can review it. [My reference has been hidden or removed] Please send us a link to the profile your reference was left for and we'll be happy to explain why it has been hidden or removed. [Problem with a Reference::Other] Let us know how we can help! [Safety Advice and Privacy] Let us know how we can help! [Couchsurfing Policies] Here are links to our Policy pages: - Terms of Use - Community Guidelines - Privacy Policy - Reference Guidelines - Trademark Policy If you have any questions about our policies, please feel free to contact us. [Reporting a Missing Person] If your guest has gone missing please reach out to the authorities with your concerns. If the police is already investigating a missing person and they require our assistance they can reach out to us directly. If you are expecting a guest and they have not showed up it is possible that they had a last minute change of plans. If they have recently logged into their profile, you can send them a Couchsurfing message to express your concerns. If you have any concerns about a missing member, please feel free to let us know and we’ll do our best to help. [Other Safety Related::Other] Let us know how we can help! [Issues with Registration or Login] Login issues are usually related to entering the incorrect username or email address, forgetting a password. If you forget your password, please request a password reset link on this page. If you still need help, please use the form below to tell us what’s happening. Be sure to also check out our Troubleshooting Guide on this topic. Trouble Creating a New Account: If you're having trouble creating a new account, please send us the exact information (other than your password) that you are using to register your account with and any error messages that you may see. You may also want to try to registering for an account using a different web browser. [Reactivate or Undelete my Account] In order to have your account reactivated, please send us the username or the email address that the account is associated with it. We will reactivate it as soon as possible. [Resetting my Password] If you forget your password, please click on the “Forget your password?” link on the login page or click here. Please note that this page will only work if you are logged out of your account, so please log out if you’re logged in. If the email address associated with your account is no longer active, please let the support team know what email address is currently associated with your account and what email address you would like to change to. Didn't receive the password reset link? 1) If you see “We’re unable to find this email address” on the password reset page, this either means that you are not entering the email address that is associated with your account or, if you are sure you are using the correct email, your account has been deactivated. Please let us know this is happening and we’ll do our best to help your find your email or reactivate your account. 2) I If you see "A link to reset your password has been sent", but you haven’t received the email, please try the following: Check your spam folder Check the "Social Tab" of your inbox or any folders it may have been diverted to “Whitelist” our email address by adding noreply@couchsurfing.com and noreply@couchsurfing.org to your contact list and try to send a new password email. You may find details here: http://bit.ly/1geZxnr If you still don’t receive it, please know what steps you have taken and we can look into it for you. 3) If have received the email, but the link doesn’t work, please let us know. Usually, this is related to your personal email security settings. [Duplicate Accounts] If you believe that you may have more than one account on Couchsurfing, please let us know and we can straighten things out for you. So that they can quickly address your problem, it would be helpful if you could include the following information: - Email addresses, usernames, or links to both accounts - The email address that you would like your active account to be associated with Please note that we can’t merge profiles or references, but if you like, we can give you some time to copy over any content to your active profile. [Deactivate or Delete my Account] You may choose to hide or deactivate your profile at any time. To deactivate your profile, click here to visit the account deactivation page. Please note that members are only allowed to have one Couchsurfing profile. If you ever need to use the site again after deactivating your account, please write to the support team and they can help you reactivate your account. Instead of deactivating your profile, you can also hide it completely. This option is available in your Privacy settings. [Updating my Account] In order to edit your profile content, or change your settings (including privacy settings), please click on the “Account Settings” link that appears in the drop-down menu when click on your picture in the navigation header. You will be taken to your general settings page and you will see the following tabs where you can update your other profile content and settings: General, Location, Travels, Languages, Description, Photos, Couch, Payment History, Get Involved!, Preferences, Privacy, MI, Subscriptions, Delete. Feel free to search through our FAQs for information about what you are trying to change. Please let us know if you still have any questions and we'll be happy to help. [Changing my Email Address] As long as you are logged into your account, you can change your email address on the “General” page of you Account Settings. On this page, find the field labeled "Email Address" and click the "change your email address here" link. If you forget your password and are unable to request a new one, we can help you update your email address. In order to do so, we need to ask some security questions about your account. Please do not worry if you don't know all of the following information - just write to us with as many details as possible so that we can confirm that you are the owner of this account. - when did you create your profile? - when did you last access the website? - what is exact address that you have registered? - what is your date of birth? - who is listed as the emergency contact on your profile? - who are some members that you have recently written to? - which email address did you use when you first created your profile? - what is the new email address you wish to use? Once we check this information, we'll be happy to update your email address for you. [Location Issues] Sorry if your having issued with your profile's location settings. So that we can look into this, please let us know that following information: - Your email address, username, or link associated with your account - What location (City or Town, State, and Country) you are attempting to change to - What is happening when you attempt to change your location If your last login location is incorrect, please see this FAQ articlefor some more information. [Email issues and settings] If you have a question about your email settings, you can learn how to see and adjust all of your email settings in this FAQ article: How do I adjust my email subscription settings? If you're having trouble receiving emails after adjusting your settings, please first try to do the following: - Check your spam folder - Check the "Social Tab" of your inbox - Whitelist our email address by adding noreply@couchsurfing.com and noreply@couchsurfing.org to your contact list and trying to send a new password. You may find details here: http://bit.ly/1geZxnr Please let us know if you're still having issues and we'll be happy to look into it for you. Helpful information can include what type of email you were expecting to receive and your email address that is associated with your Couchsurfing account. [Updating my Username] Every three months, you can now change your username on the “General” page of your Account Settings. Members are unable to change their username if it has been less than 3 months since the last change. In cases where you have made a typo or if you want to hide any personal information in this field and are unable to, please let us know. In order for them to help, please send us the following information: - The current username, email address, or profile link to your profile - The desired username (please give us a few options incase one is taken already) [Last Login Settings] Every time a member logs in, we trace their IP address to their country of origin and show it for others to see. However, this information is only a guide and is not 100% accurate. While it works for the majority of our members, it occasionally displays an incorrect location. This location is based on information provided by your Internet Service Provider and, unfortunately, we cannot manually change it. We'll be working on a new location system that will more accurately track members' login locations as we realize that this tool needs improvement. Thanks for your patience while we work on this! If you have any questions about this, we'll do our best to help. [Facebook Connection] In order to connect to your Couchsurfing account to Facebook you can use the "Connect with Facebook" button, which can be found in a few different areas within the site. One of these buttons is available in the Friends section of your profile. Make sure that you are logged in to your Facebook profile when you click on this button. If you would like to disconnect to your Couchsurfing account from your Facebook account, first go to your Home Dashboard. At the top left of the page, under your name and profile picture, you should see: Facebook Connected (disconnect) Click on the "disconnect" link and your Facebook account should now be disconnected. If you have any questions about connecting your account with Facebook, please let us know and we'll be happy to help. [Friends, References, Vouches, Contacts] Thank you for contacting us. To do most things with another member, you do it from THEIR profile. This includes adding as friends, leaving a reference, sending a couch request, sending a message, etc. Simply click on the other member's profile, find the appropriate link on their profile, and follow any instructions that follow. Feel free to check out some FAQ articles about these: - How to add a friend - How to leave a reference - How to vouch for a members - How to send a Couch Request - How to find my Contacts - How to Search for friends If you're having issues with anything related, please let us know. The more information you can provide the better! [Account Settings and Issues::Other] Let 'er rip! What do need help with? [Using the Site::Search] In order to learn more about the Couchsurfing Search page, please check out the Search FAQs. You can search for friends and other members by searching for a city in the "Surf" section of the Home dashboard, clicking on the "Meet People" button located on the lower right-hand side of any Place Page, or by following this link: http://www.couchsurfing.com/search If you were not able to find an answer to your question, please feel free to ask us! [Using the Site::Surfing and Hosting] In order to learn more about Surfing, Hosting or Couch Requests, please check out our FAQs: - Surfing - Hosting If you were not able to find an answer to your question, please feel free to ask us! [Using the Site::Messages] In order to learn more about Messages, please check out our Messages FAQs. Please note that you can see all your messages in your Message Inbox and all Couch Requests in your Couch Manager Inbox. You can find these inboxes at the left side of the navigation bar at the top of the page. They are two icons, one is a Couch and the other one is a Speech Bubble. If you were not able to find an answer to your question, please feel free to ask us! [Using the Site::Events] In order to learn more about Events, please check out our Events FAQs. If you were not able to find an answer to your question, please feel free to ask us! [Using the Site::Groups] In order to learn more about Groups, please check out our Groups FAQs. If you were not able to find an answer to your question, please feel free to ask us! If you are requesting to become a moderator of an existing group, please be sure to include a link to the group you would like to become a moderator of. [Using the Site::Dashboard] Please note that the dashboard will show you all members that you haven't left references for who you either surfed with or hosted, based on "Accepted" Couch Requests. To remove these reminders, you can click on the "Write Reference" button next to the listed member, and you should see an option to "Dismiss" this reminder in the menu that appears. If you have other questions about the dashboard, please let us know! [Using the Site::Place Pages] In order to learn more about Place Pages, please check out our Place Page FAQs. If you're having trouble with Place Page emails, please feel free to check and adjust your email settings on this page If you would like to submit a request for a new Place page or report incorrectly grouped cities, we created this form so that members can record their suggestions. While we can't make a Place page for every city, we'll do our best to create and fix the most commonly reported items. If you still have any questions, please don't hesitate to contact us. [Using the Site::Language and Translations] In order to change the language that this site is translated in, you can find change language button in the bottom right corner of every Couchsurfing page. It's a small drop-down menu. One click on it opens a list of available languages. Please note that we're aware there is a Character Encoding issue (characters seem broken) for certain languages and characters and we're working on a fix. If you have found anything on the site that needs translating, please let us know what page the content is on and we'll be happy to look into it. [Using the Site::Other] Let us know how we can help! [iPhone App] Please note that most technical issues with the Mobile App can be solved by removing the application from the device and re-downloading it from the App Store. If you have any questions about how to use the App, or if you're running into any issues, please feel free to contact us. [Android App] Please note that most technical issues with the Mobile App can be solved by removing the application from the device and re-downloading it from the App Store. If you have any questions about how to use the App, or if you're running into any issues, please feel free to contact us. [Mobile Web Browser] As you may have seen, the Couchsurfing site is not yet optimized for mobile browsing. Sorry about that! We're working on making more of the site mobile friendly and responsive on smaller screens. If you have any specific questions about using the site on your mobile web browser, please feel free to ask and we'll do our best to help. [Mobile::Other] Let us know if you have any questions about using the site on your mobile device and we'll do our best to help. [Payment] If you would like to start the verification process, you can do so on this page. Feel free to check out our FAQs about payment here. Please be sure to use your own credit card or PayPal account when verifying as we use the transaction to verify your identity. If you paid with someone else's account, let us know and we can help issue a refund. If you have any unanswered questions about your Verification payment, please let us know and we'll be happy to help. [Postcard] If it's taking longer than you expect to receive your postcard, we'd be happy to send you a new one. First, be sure to check the general expected transit times for our postcards. If you ever need to request a new postcard on you own, or if you need it sent to a new address, please visit this page: https://www.couchsurfing.org/n/verifications/new_address To have a new postcard sent to the same location, simply click the "Update Address" button and it will trigger a new postcard to be sent to you. Please note that if your location is currently verified, updating your address will remove your account's "Location Verified" status until you receive your new postcard. If you have any additional questions about this, or anything else related to your verification postcard, please let us know. [Code Issues] If you are having problems with your verification code or the code page, please let me know the exact verification code and address that you received on your postcard. We can then check it against what we sent you and help manually verify your account. [Verification::Other] If your verification question doesn't fall in the above categories, and you were unable to find your answer in the Verification FAQs, let us know and we'll do our best to help! [Reporting a Website Issue::Search] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Profile] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Surfing and Hosting] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Messages] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Events] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Groups] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Dashboard] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Place Pages] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Reporting a Website Issue::Language and Translations] In order to change the language that this site is translated in, you can find change language button in the bottom right corner of every Couchsurfing page. It's a small drop-down menu. One click on it opens a list of available languages. Please note that we're aware there is a Character Encoding issue (characters seem broken) for certain languages and characters and we're working on a fix. If you have found anything on the site that needs translating, please let us know what page the content is on and we'll be happy to look into it. [Reporting a Website Issue::Other] Thanks for reporting this issue! The more information we have about it, the better. Helpful information can include: - URLs or Links to the page(s) where you are experiencing issues - Error messages that you see - The browser and browser versions used. You can find out by clicking here: http://www.whatismybrowser.com/ - The steps you take to reproduce this error - Screen shots of the issue, page, and/or error messages. We'll diagnose the issue and send a report to the engineering team for review. Thanks for your patience while we look into it. [Ambassadors] At the moment, we aren't processing new nominations for Ambassadors. If you would like submit a nomination for later review, please feel free to do so using this form. We'll reach out to members personally should we wish to invite them into the program. If you have any other questions about being an Ambassador or the Ambassador program, please let us know! [Questions about Policies] Here are links to our Policy pages: - Terms of Use - Community Guidelines - Privacy Policy - Reference Guidelines - Trademark Policy If you have any questions about our policies, please feel free to contact us. [General Advice] Have a question and weren't able to find an answer? Let us know and we'll be happy to help. [Media or Research Inquiries] To get some information about Couchsurfing for your story, feel free to email media@couchsurfing.com or check out our Press page. You can also use this form to request more specific information from our staff for your publication. As for research projects, we are currently not in the position to prepare any data other than what you already see on our website for you. Please know that there is a lot of great information on the site and the Couchsurfing search page. [Submit your Couchsurfing Story] We love to hear about the great experiences Couchsurfers have had and love sharing member's stories with others to make the Couchsurfing experience more inspiring. It would be great if you could pass along your story to: stories@couchsurfing.com You can also submit your story, along with photos or videos on our Tumblr. [Other::Other] Let 'er rip! What do need help with? [Site Feedback::Home Dashboard] Thanks for your feedback about the Dashboard! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Surfing and Hosting Features] Thanks for your feedback about the Surfing and Hosting features on the site! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Messages] Thanks for your feedback about the Messages! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Events] Thanks for your feedback about the Events! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Groups] Thanks for your feedback about the Groups! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Place Pages] Thanks for your feedback about Place Pages! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Mobile] Thanks for your feedback about using the site on your Mobile device! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Site Feedback::Other] Thanks for your feedback! We strive to constantly improve the site based on feedback from members. Your feedback will be passed on to the product and engineering teams and it will be taken into consideration for future site updates. [Feature Request::Home Dashboard] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates. [Feature Request::Surfing or Hosting Features] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates. [Feature Request::Messages] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates. [Feature Request::Events] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates. [Feature Request::Groups] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates. [Feature Request::Place Pages] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates. [Feature Request::Other] Thanks for your feedback! We do our best to build the features that are requested most often from members. Your request will be passed on to the product and engineering teams and will be considered for future site updates.

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