InfoTeamManual:Member Support Team:Saved Reply List

Saved Reply Title List
Last updated July 11, 2018


Here's the current list of Saved Replies with notes about what each covers. Helpful hint: hit control/F on your keyboard to search for keywords to find the answer you need.

Saved Reply	Use When	Instructions included	Related/Similar Replies
Account bounced deleted	Member says they had an account in the past but it has "disappeared"	Explanation of why account was deleted; instructions for signing up and preventing this in the future	Signup; Not receiving emails or email preferences changed (bounced)
Account removal acknowledgement	Member has requested that we delete their account data and we have done so	None	None
Advertise or Sponsor	We receive a question about how to advertise on the Freecycle website or become a Sponsor	Signing up for Google Ads	None
Can't login	Member is having any type of trouble logging in and you can see that they have an active Freecycle account	Clear cookies and request a password reset	Account Bounced Deleted
Change email preferences	Member wants to receive more or less Freecycle email	Changing email preferences in My Groups/Change Settings. Options are: One for each post, Email Digest, or None apart from Admins	If their preferences have changed without their knowledge, use Not receiving or changed Freecycle emails (bounced)
Change home group & leave a group	Member wants to leave a group, usually because they are moving/have moved	Leaving a group; joining a new group; setting a new Home group	If you are not sure whether the member wants to unsubscribe from emails, leave a group, or quit Freecycle altogether, use Unsubscribe
Change Password	Member wants to change their password	Changing password in My Info. Member must be able to log in to do this.	If they cannot log in, use Can't Login which includes instructions on resetting password.
Change registered email address	Member wants to change their email address	Changing email address in My Info. Member must be logged in to do this.	If they cannot log in, use in conjunction with Can't Login
Change username	Member wants to change their username	Includes the two options: delete your account and rejoin (must be able to log in to do this) or request Tech team do it for them.	If they cannot log in, use this in combination with Can't Login
Clear cookies URL	Adding clear cookies instructions to another Saved Reply	Provides a link to a set of instructions for clearing cookies on several popular browsers	For full Cookies explanation and instructions, use Cookies
Clear cookies in Google Chrome URL	Member needs to clear cookies from Chrome browser; member wants to clear just Freecycle cookies from Chrome	Step-by-step instructions for clearing cookies in Google Chrome	Cookies
Contact info for moderators who need help	Moderator contacts us looking for help with Mod Tools or with moderating their group	Email address for Mod Help and instruction to contact their GOA for all non-technical issues	None
Contact local group moderator	Member has sent a message about something that should be handled by their group Mod OR when they have tried to email mod and received no response.	Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this.	Use Mod volunteer when the member is trying to submit application to be a moderator
Cookies	Member is having difficulty logging in or getting password reset and is getting error messages saying username, email or password is "not recognized" or if they experience a "loop" back to the login screen.	Brief explanation of the issues removing cookies will resolve and link to website that describes how to remove cookies from several popular browsers	Can't Login; if there is a hyphen/dash "-" in the member's email address, see Hyphen in email address
Cross Post to multiple groups	Member asks whether it's possible to/ how to send the same post to multiple groups at the same time	Explanation that this isn't possible and a separate post must be made in each group; clicking through "possible duplicate post" system warning; contact local mods	Duplicated post error message
Data Privacy Policy	Member requests information about the Freecycle Privacy Policy	Link to Privacy page on the Freecycle website	None
Donation funds use explanation	Members ask what donated funds are used for	Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used	Donation Options
Donation options	Member asks how to donate or requests a different method for sending donation than the one included in the donation request email	Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail	Donation funds use explanation
Duplicated post error message	Member indicates that they were prevented from making a post and received the message that the post was a duplicate	Clicking through the error message will allow the post to go through	Cross Post to multiple groups
Edit post	Member asks how to edit an existing post	Explanation that it's not possible to edit a post except to add a photo. Options are to delete post or ask group mod to edit.	None
Email address for contact list address book	Adding the address to another Saved Reply	email address: email_relay@freecycle.org	None
Email reply not delivered (reply going to Freecycle)	Member says that they replied to a post email and got an "undeliverable" message back	Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email	None
Email settings changed (bounced)	Member says that email preference settings changed without their knowledge	Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this.	Change email preferences
Facebook login	Member wants to log in with Facebook. Must have signed up directly on Freecycle.org first.	Setting up Facebook login; changing username from Facebook assigned number the next time the member logs in	Signup
Forward to Deron	Only used by the Team Lead unless otherwise advised	None	None
Forward to GOA	Member message needs to be forwarded to their area GOA	Generic template; add specifics related to the issue reported in the message	None
How will I get responses to my post?	Member asks how they will get responses to post or says that they have not received any responses	None	None
Hyphen in email address	Member has difficulty signing up, logging in, or changing password or other My Info information AND their email address contains hyphens/dashes "-", getting message that "email address is already in use". Could be mistaken for a cookie issue.	Explains that the hyphen in email addresses prevent the system from recognizing the entire address. Recommends signing up with another email address.	Can't login
Invalid Location error message	Member is unable to make a post, getting the error message "Invalid Location"	Correctly filling in the "What is your approximate location" field in the post; setting default location	Make a post
Join group	Member has joined Freecycle but hasn't joined a local group	How to join a group; how many groups a member can join; how to post	Signup
Leave group	Member wants to leave a group without joining another group (may have already joined a new group)	How to leave a group from the My Groups tab, Change Settings option	if they want to leave a group and join another, use Change home group & leave a group; Unsubscribe provides instructions for leaving a group too
Login URL	Inserting the main Freecycle URL for logging in into another saved reply	None	None
Make a post	Member asks how to post or member sends what looks like a post to the Help mailbox	Step by step instructions for creating a post. Member must be logged in to do this.	Signup; Join group
Member Public Help email address	Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us	None	None
Message forwarded to GOA	Responding to a member to let them know that we have forwarded their message to their area GOA	None	Forward to GOA is the message to use when forwarding a Member's message to a GOA
Moderator not responding	Member tells us they have emailed their local group moderator and not had a response	Contacting moderators via the Freecycle website; requests details about the group (town, state/province, country) so the message can be forwarded to area GOA	Contact local group moderator; Moderator Volunteer
Moderator Volunteer	Member tells us they have tried to respond to a recruitment email for new moderators for their local group but have received an "undeliverable" message or the mods have not responded	Contacting moderators via the Freecycle website, providing the completed questionnaire	Contact local group moderator; Moderator not responding
No account but receiving emails	Non-member (no active Freecycle account) reports receiving emails from Freecycle	Check the TO field of the email to see if it is coming from email_relay@freecycle.org; forwarding a recent email so we can investigate where it is coming from	Not Freecycle... (Freegle), (Trash Nothing), (Yahoo Group)
Not Freecycle (Freegle)	Member or non-member provides example of an email from Freegle	Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization	No account but receiving emails
Not Freecycle (Trash Nothing)	Member or non-member provides example of an email from Trash Nothing	Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization	No account but receiving emails
Not Freecycle (Yahoo Group)	Member or non-member provides example of an email from a Yahoo Group	Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization	No account but receiving emails
Not receiving emails or email preferences changed (bounced)	Member tells us that they stopped receiving emails or that their email preferences changed without their knowledge	Explanation that email preferences change when member's email provider marks Freecycle emails as spam and "bounces" them; adding Freecycle email address to contact list to prevent Freecycle emails being marked as spam	If the member does not have an active Freecycle account, use Account bounced deleted
Password reset issue	Member reports problem with password reset but doesn't provide details, OR has requested a password reset but hasn't received the email OR is not able to get to the form to request a password reset	Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list	Cookies
Photo not uploading or posting	Member reports that they have added a photo to a post but photo doesn't appear online with the post OR reports that they are unable to attach a photo to a post	Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device	Post photo
Photo orientation	Member reports that photos are appearing sideways or upside-down	Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo	Post photo
Popups	Member reports excessive and/or inappropriate popup ads on the Freecycle website	Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker	None
Post photo	Member asks how to include a photo in their post	Step by step instructions for uploading a photo when making a post or afterwards in My Posts	Photo orientation, Photo not uploading or posting
Posts not posting	Member reports that they have made a post but have not received a post email or cannot find the post on the Freecycle website	Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators	Contact local group moderator
Received Admin	b	c	d
Reply respond to post	b	c	d
Request Entity too large (error 413)	b	c	d
Reset Password	b	c	d
Signup	b	c	d
Site issue	b	c	d
Spam or Scam report	b	c	d
Sponsor partnership proposal	b	c	d
Start new group	b	c	d
Thanks	b	c	d
Unsubscribe	b	c	d
Waiting for group membership to be approved	b	c	d
Whitelist on gmail	b	c	d
Why was my account deleted?	b	c	d
a	b	c	d
a	b	c	d
a	b	c	d