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Account troubleshooting

Got a question? Something does not work like it should with your account?  Then check out answers to common questions about it below.

I am trying to log in but it says that my account is not activated

You should have received an email with a link to activate your account. Make sure you check your junk box if you cannot find your email. Then click on the link in the activation email. Done ! 

You can now login to your UW account, talk to users and see your orders in progress.

I have not received the email to activate my account

Check your Junk mail box, the email might be there. If so, please make sure you mark it as "not junk" so you always receive our emails. Otherwise, you might miss out on order notifications or promotional days.

I cannot login to my UW account, it says my username/password is invalid

That is unfortunate ! There could be few reasons why you cannot login to your account. 

You should however start by changing your password. To do so, click on "forgot password" (bottom right of the login area) and follow the instructions.

If this still does not work:

Is your email address still valid? If we tried to contact you and our emails bounced back to us too many times, we would have disabled the address. In that case, you will need to contact us so we can help you. Please make sure you include the following when contacting us so we can verify your account.

  • username
  • email address linked to your account
  • Date of birth
  • postcode of the address listed on your account
  • last 4 digits of the IBAN listed (these ones only, not the full IBAN)

Otherwise, your account may be blocked :-( Accounts are blocked when users do not respect our Conditions of Use and what we stand for, repeatedly try to sell replicas, consistently use inappropriate/offensive language towards other users or us. 

You should however have received an email about it, also indicating if the ban is permanent. Please check your junk box if you have not received it.

The email address linked to my UW account does not exist anymore

You should still be able to login to your UW account. You can then change your email address, so you continue to receive our product/order notifications and promotion offers (depending on your email preferences settings).

Once you have changed your email address, you will need to login with the new one. The old one will no longer be valid. 

I don't know why my product is blocked

To maintain our platform and keep it safe, we block items on a daily basis. Items that are not clothing, shoes or accessories, like electronics or books will be blocked. We block replica, counterfeit, 1:1 and fake items. We also block items that are not for sale, for example 'looking for' items. You can set up a search request for this! 

I have deleted the UW app but I still get emails

Your account might still be active. Removing the app from your smartphone does not mean your account has been disabled/deleted. Click here for instructions.

Once this is done, you should not get any more automatic emails from us.  If that's the case, please contact us. 

I am trying to delete my account but I cannot find the button for it

You need to login to your UW account from a Web browser to delete your account. It is not possible from the app. 

From our website, log in to your UW account and go to Menu > Settings. The "Delete account" button is at the bottom, left corner.

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