Contact our Support Experience team
Tautoko Bot can help 24/7 or you can leave a message for our Pōneke-Wellington-based Support Experience team.
Get 24/7 support from Tautoko Bot or leave a message for our Pōneke-Wellington-based Support Experience team.
Chat to Tautoko Bot
Tautoko Bot can help with basic queries 24/7.
To start a chat:
- Look for the chat icon in the bottom right corner of this page.
- Select the icon to open the Trade Me Support window.
- If you're logged in and have a chat history, select New conversation. If not, start chatting with Tautoko Bot.
If you start a chat while logged into your Trade Me account, you can leave and return to the chat without losing the conversation history.
If you need to speak to a human
If Tautoko Bot can't help, you can leave a message for our Pōneke-Wellington-based Support Experience team.
To leave a message:
- Tell Tautoko Bot you want to leave a message for the team.
- Tautoko Bot will gather some details about your query.
- Your query joins the team's queue (organised by priority).
- Our Support Experience team will aim to be in touch within 1-2 business days.
Get answers from Help or Community
Find an answer straight away by browsing Help articles or asking a question in Community.
How Tautoko Bot works
Tautoko means support, and our bot is here to do just that – offer you support 24/7.
Tautoko Bot uses artificial intelligence (AI) to answer questions and suggest information to solve common problems. It’s available on the web and in the Trade Me app.
While Tautoko Bot is smart, it’s still learning. Artificial intelligence improves with practice, so the more Tautoko Bot chats with members like you, the better support it can provide.
If your question stumps Tautoko Bot, it can put you in touch with our Support Experience team. Every time this happens, it learns a little bit more about helping other members with similar questions.
Right now, Tautoko Bot can help with things like:
- Troubleshooting login issues.
- Showing you how to edit your listing or Trade Me account.
- Answering questions about refunds, Ping, or Afterpay.
- Suggesting options if there’s a problem with your trade.
My requests
Find and reply to recent chats and messages with our Support Experience team in My requests. To see a conversation and reply:
- Go to My requests.
- Select the subject of the conversation to open it. You’ll see a thread with all the conversations we’ve had so far.
- Add your response in the box under Reply to request.
- Select Upload to add files or images if you need to.
- Click Submit.
When we reply to you, you’ll get an email and also see the response in My requests.
Checking for fake emails
If you’re worried an email from our team could be fake or from a scammer, check if it also appears in My requests. Emails from our Support Experience team will always appear in My requests.
Status
We label each chat or message with a status in My requests to let you know what’s happening with your question or problem.
| New | We’ve got your message and our team will reply soon. |
| Pending | We’ve sent a reply. |
| Hold | We’re looking into your question or problem and will come back to you soon with the right information. |
| Open | Our team is having an ongoing conversation with you. |
| Solved | We’ve found an answer or solution. You can still send us a reply. |
| Closed | We’ve solved your question or problem. You can’t reply to this request anymore. |