Troubleshooting
Quick fixes for what customers hit most: a verification code that doesn't arrive, sign-in problems, pending verification, failed uploads, a listing buyers can't see, service order payments, and notifications.
- Start from the message you see; each item explains the cause and your next step.
- Code, sign-in, verification, uploads, publishing, payment and notifications: seven common situations.
- Most problems are solved from the page itself, with no waiting.
- If not, open a support chat and give the project name and the step you stopped at.
Here are seven situations customers run into most. For each: what you see, the likely cause, what to do, and when to contact Support.
- Start from what you see on screen. Each item explains the cause and your next step.
- Most problems are fixed from the same page, with no waiting.
- If it isn’t fixed, open a support chat and name the project and the step where you stopped.
Pick your problem
Section titled “Pick your problem”The verification code doesn't arrive, or says it's incorrect
Likely cause: The code is 4 digits and expires, or too many codes were sent to your number in a short time.
What to do:
- Check the number you entered, and type all four digits as they arrived. You can tap «Paste code» to paste it from the clipboard.
- If you see «The code expired. Request a new one.», request a new code.
- Tap the resend button. It becomes available two minutes after the last send.
- After the wait, a «Send it on WhatsApp» button appears so you can receive the code there.
- If you see «Too many attempts. Try again shortly.», wait a little and try again. The number of codes per number each day is limited.
Contact Support if: no code arrives by SMS or WhatsApp, or you no longer have the number.
I can't sign in
Likely cause: It depends on the message you see.
- «Email or password is incorrect.»: Tap «Forgot password?» and enter your email to get a reset link.
- «Your email is not confirmed yet.»: Open the confirmation email we sent, or tap «Resend confirmation email». Check your spam folder too.
- «The security check (Cloudflare) didn’t pass.»: Refresh the page, complete the verification box, then sign in.
- «Too many attempts.»: Wait a moment and try again.
- «Sign-in couldn’t be completed.»: Refresh the page and try again.
- Signing in with X: If your X account doesn’t share an email, the account can’t be created. Sign in with email, or add a verified email in X and try again.
Contact Support if: you see «Your account is under review by our team», or the error repeats after a refresh.
My identity verification is pending or needs a correction
Likely cause: Verification on Mumtalakat is a manual review by our team of what you uploaded, so it isn’t instant.
What to do:
- Open the verification page to see your status: under review or verified.
- If you received a reason for a correction, fix the details and submit again.
- Make sure the document photo is clear, all four corners are visible, and the expiry date is correct and hasn’t passed.
The documents required are in Account & verification.
Contact Support if: the review is taking long with no reply, or you don’t understand why a correction was requested.
An upload failed, or the file is too big
Likely cause: The file’s size or type is outside what’s allowed in your project file.
| File type | Maximum |
|---|---|
| Documents (PDF) | 10 MB |
| Images | 5 MB |
| Video | 50 MB |
What to do:
- Accepted images: JPG, PNG, WebP and HEIC. Some documents, such as the project profile and the feasibility study, are PDF only.
- Word and Excel files aren’t accepted in the project file. Convert them to PDF.
- If an image is over 5 MB, shrink it or export it at lower quality.
Contact Support if: the file is within the limits and still fails more than once. Tell us the field name.
My listing doesn't show to buyers
Likely cause: It depends on the banner at the top of your project management page.
- The project isn’t approved yet (draft, under review or rejected): the listing appears once it’s approved.
- Approved but the brokerage agreement isn’t signed: publishing requires signing it first. Tap the button in the banner to open the agreement.
- Approved and ready: final go-live is on our side, or tap «Request publishing now».
- «Your publish request reached the team»: nothing is needed from you. It will go live shortly and we’ll notify you.
- «Your opportunity is ready but hidden»: you turned public visibility off. Tap «Show opportunity».
- «Your project is paused»: tap «Resume your project».
Contact Support if: the banner says your listing is live and you can’t find it, or a long time has passed since the publish request.
A service order's payment didn't go through
Likely cause: The reason shows on your order: the payment was declined, failed to start, was cancelled, or its link expired.
What to do:
- Open My orders and check the order’s status.
- If it’s «Pending», tap «Continue payment».
- If it’s «Failed» or «Expired», tap «Order again». The failure reason is written in the order details.
- If you see «Complete details & pay», complete the required details first.
- If the status is «Awaiting quote», nothing is due now. We send you the quote, and you don’t pay before you agree to it.
Contact Support if: the amount was charged and the order doesn’t show as paid.
Too many notifications, or none reach me
Likely cause: Each notification type has two channels, and one may be off or set to the summary.
What to do (project owners):
- Open the Customize page and choose the «Your notifications» group.
- For each type, turn «Inside the platform» on or off.
- For email, choose «Right away», «In the summary» or «No».
The types are project updates, new buyer interest, document requests, contract or deal updates, and reminders and nudges.
Contact Support if: the settings are right and you get no notifications at all.