YOUAGILE FAQs

Draft. 0 last date 22 march 2021

Why was my account disabled?

A YouAgile account may be disabled for multiple reasons, aimed at keeping our marketplace a safe and enjoyable place for all of our customers. This article will review the most common cases for an account to be reviewed by our team and disabled. You can also find additional details in our Manifesto Community Standards  [ here ] and YouAgile?s Terms of Service [here]

How YouAgile Works?

How Do I Change My Username?

Your username is your unique identity on YouAgile and it cannot be changed. If you want to use another username, you need to close your account and create a new one. If you would like to use the email address in your current account for your new account, please change it before closing it.

To change your email address:

1. Go to your profile Settings.
2. Enter your new email and click Save.
3. You?ll receive an email to your current email address requesting to confirm the change. Once the change is confirmed, you?ll receive another email to your new email address finalizing the change.

If you verified your phone number before:
You will receive an email confirmation of your new email address. Click on the link in the email to continue. After clicking on the link in the confirmation email, you will receive an SMS phone or e-mail  code to finalize the change.

If you don?t have access to your current email address, complete the phone verification process to receive the confirmation message to your new email.

To close your account, go to your profile Settings.

Notes:

• If you have funds in your account, please contact Customer Support prior to closing your account.
• If you would like to use your existing email address for your new account, you’ll need to first change the email address on your existing account, and then close the account.

Will my information be shared with the community or made public?

The information you provide is to verify your identification with YouAgile.   Your information will never be made public.

When do I need to verify my ID?

You will need to verify your ID when you receive a notification on your account, asking you to perform the process. You will be asked to complete the process within the following 14 days. The link to verify your ID will be highlighted on a banner on your account – always available.

We ask users for their ID to help us confirm you are really you. Please note that using misleading and fake profile information is strictly forbidden on YouAgile.

Will YouAgile ask to verify my ID via email?

No, YouAgile will never ask for ID verification via email. You can only complete the ID verification process through the process through the platform. We ask that you refrain from sending your ID through a Customer Support request, as we are unable to verify your ID for you this way.

Is my information secure?

We take great care in maintaining the security of the site and your information and in preventing unauthorized access, loss, misuse, alteration, destruction, or damage to it through industry standard technologies and internal procedures. Once we have received your data, we will use strict procedures and security features to try to prevent unauthorized access. For more information, read our Policy Provacy [ here ]

What if I don’t have an ID?

You must verify your identity with a valid ID. This includes a driver’s license, passport, or other valid ID included in the list found when you start the ID verification process.  The ID’s available varies per Country.

Do I have to verify my identity?

Verification is mandatory if you receive a notification.  Customer Support is not able to start this process for you, nor are they able to verify your ID for you, if sent on a ticket request.

My account details – How do I change my location?

Your location is set upon your account registration and is determined according to the country from where you register. The same is true of the phone verification process. If you verify your phone from a different location, the location may change accordingly after completing the verification process.

If the location on your account appears to be incorrect, please reach out to Customer Support [here]

How do I change my username?

As your username is your unique identity on YouAgile, it cannot be changed. If you would like to use another username, you need to close your account and create a new one.

If you would like to use the email address associated with your current account for your new account, please change this email address to a different one prior to closing the account. Once you have successfully changed the email address in your existing account first, you can then go ahead and close the account.

To change your email address:

1. Go to your Profile > Settings.
2. Enter your new email and then click Save.
3. You will receive an email to your current email address requesting to confirm the change.

Once the change is confirmed, you will receive another email to your new email address finalizing the change.

If you have completed the phone verification process, and your phone number is verified, the process of changing your email address is as follows:

1. You will receive an email confirmation of your new email address.
2. Click on the link in the email to continue.
3. After clicking on the link in the confirmation email, you will receive an SMS phone code to finalize the change.
4. To close your account, go to your Profile > Settings.

If you don?t have access to your current email address, you are required to complete the phone verification process in order to receive the confirmation message to your new email.

How I can get my GETTONE?

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How do I close my account?

Before you go, please be aware that by deactivating your account, you may lose all the information related to your cumulative activity on YouAgile.

To deactivate your account, go to your profile setting [here]> Account deactivation > Choose your reason to deactivate > Deactivate Account.

Please Notes:

• If you have funds in your account due to completed orders, please make sure to withdraw [here ] them prior to changing your email address. If the funds in your account are from canceled orders you placed as a buyer, you may request a refund [ here]
• If you would like to use your existing email address for your new account, you must change the email address on your existing account first, and then close the account.

Why was my account blocked?

If you find that your account is blocked, this means that your account was reviewed by our Legal& Trust Team [ here ], and it was deemed necessary to permanently disable your account.

When your account is blocked, you are not able to log into YouAgile.com. If you have any funds available for withdrawal 90 days from the day your account was disabled, you will get an email with instructions explaining how to withdraw these funds. This email will be sent automatically and there is no need to contact Customer Support in this instance. For more information, see our Terms of Service [here]

Why is my account restricted/disabled?

This can occur when additional verification to your account is required or your account has been flagged for violations of YouAgile’s Terms of Service [here]

How can I activate my restricted account?

In order to do this, you may contact Customer Support  [here]

I forgot my security question; how can I reset it?

In order to do this, please contact Customer Support  [here]

You will need to verify your phone number and other account details.

Verifying my account

How do I change my phone number?

Here?s how you can change your phone number:

• Go to your profile ?settings?
• In the ?Phone Verification? section, click ?Edit.” Here, you will be asked to answer your security question, provide your old phone number, and then enter your new number.
• You should then receive a code via SMS to the new phone number entered in order to verify your account.

Note:

You don’t need to have access to the old phone registered on your account, you only need to know the number. The code is sent to the new number being registered. If you don?t remember your old phone number or your security question, please contact Customer Support.

How do I verify my identity?

At YouAgile, we?re always doing our best to keep our community safe for everyone, which is why we routinely ask Sellers to verify their identity with an official government ID. We will only ask you to do this once. You will need to add a photo of an official government ID (driver?s license, passport, etc.) from a list of documents available to you depending on your country of residence.

After uploading your ID, you?ll be asked to take a selfie. Your selfie and ID must match and belong to you in order to complete the process. For more information, see  YouAgile Verifing Path  [ here]

How do I change my email?

The email address associated with your YouAgile account can be easily changed through your accounts settings section. Below you will find the options to change your email address whether your account is being verified or not.

Accounts that are not phone verified

1. Log into your YouAgile account, go to the account settings page, and input your new email address. Click Save.
2. Go to your oldemail address, you will receive a confirmation email. Click on the link to confirm and log into YouAgile with your old email address and password.
3. Once logged in, go to your newemail address, where you will receive a second confirmation email. Click on the link to confirm and your email will be changed.

Accounts that are phone verified

1. Log into your YouAgile account, go to the account settings page, and input your new email address. Click Save.
2. You will receive an email confirmation to your new email address. Please click on the link in the email to continue.
3. After clicking on the link in the confirmation email, you will receive an SMS phone code. Please enter it into the verification box on your Account page.

Note: If you don’t have access to your registered phone, please follow these instructions to change it.

I no longer have access to the email registered on my account, but I do have access to the account

If you no longer have access to your registered email address, we can recommend that you phone verify your YouAgile account. This will allow you to change your email address by confirming the change through an SMS code instead of an email to your old address.

Phone verifying your account:

1. Click on your profile picture and choose ‘Settings’.
2. Go to ‘Security’ and click on the green ‘Verify Now’ button.
3. Follow the steps to verify your account through an SMS code to your phone.

Once the process is complete, follow the instructions shown above to change the email address on phone verified accounts.

I no longer have access to the email registered on my account, and I don’t have access to the account

Our Customer Support Team will be able to help you.   Please click [here]

About Buyer FAQs: 

Account Management

How do I change my notification settings? 

To change the notifications you receive from us, simply go to the Menu section, click on “Settings,” scroll down to the Notifications area and enable or disable what you would like to receive from the YouAgile App. These settings are also reflected on the desktop site by going to your profile picture and clicking on “settings” and then “notifications.”

Policy & Safety

Never give out your password. Now and again, we may ask for a few things from you, but:

• We will never ask you by email, messages, or comments to provide us with your password or sign-in credentials.
• We will never ask you to email us your password.
• We will never prompt you to log into a site outside of the YouAgile.com domain, nor to download and install an application.
• If you receive any such message, please never download or run such applications or email attachments, as they are definitely not coming from us.

Is my personal information safe?

We care about your privacy. You can read our Privacy Policy [here]   as it is part of our Terms of Service [here]

Do I pay my Seller directly?

How do I buy ?Available Project? using the App?

What are my payment options on the App?

Currently, you can purchase Services and Good via your PayPal or most of  credit card system.  Apple Pay is available if using iOS and Google Pay for Android users. You can enable Single Click payments which takes out the hassle of logging in to your PayPal account or choose to log in to PayPal for each purchase.

How do I use a promo code?

If you receive a promotional code, you can apply it during the checkout process.

 HowTo apply promo codes?

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How do I leave the seller a tip?

Once an order is marked as complete, buyers have the option to leave a tip for the seller. The tip option will stay open for seven days after the order is complete.

There are three tip options available, with one of the options allowing the buyer to give a custom tip. You can also leave a message praising the seller’s work or just to say “thanks”.

How much can a buyer tip?

• The minimum amount is
• For orders ???.., the tip can be up to $…………

Note: These limitations are in place to prevent fraud.

Why is YouAgile charging fees when tipping?

Since this will create a full service  transaction through YouAgile, the tip is subject to the YouAgile service fee. YouAgile does not differentiate between tips and regular orders.

Why was my payment declined?

Payments may be declined for several reasons. If your payment was declined, please review the following:

• Make sure you entered the payment details correctly.
• Check to see that your credit/debit card is valid and not expired.
• Make sure you have available funds on your card.

Generally, the payment source has more information than we do as to why your payment was declined. Therefore, we recommend checking with your bank or PayPal.

If you still have issues with your payment, try using a different payment option (i.e., if you are using PayPal, you should consider using your credit card).

If you still have issues completing your order, you can contact YouAgile Customer Suopport Team.

If we use Escrow Service  [here] or Back Office Services [ here] What is the difference between YouAgile Balance and YouAgile Credits?

Your YouAgile Balance reflects the funds you have in your account. There are three different types of funds that may appear in your YouAgile Balance.

• Earnings – Any funds you earned from completing orders as a seller.
• Reimbursements – Any funds that were credited back to your account for canceled orders.
• Previous Reimbursements – Funds that were credited back to your account for orders that were canceled before January 1, 2022. Services and taxes were not included in these reimbursements. Therefore, you will not be charged for these fees again when placing a new order.
• YouAgile Credits reflect funds you were rewarded by YouAgile, such as through the YouAgile Referral program. You can use YouAgile Credits only on YouAgile to buy services. Unlike your YouAgile Balance, your credits have an expiration date and are non-refundable.
  When available, your YouAgile Credits will be charged first when placing a new order.

If you made a purchase as a buyer and received a refund, it will appear in your YouAgile balance for use on another purchase.

Note: If an order is canceled and you are due a refund, the amount of the original order with the service fee will be placed in your YouAgile balance. For information on using your YouAgile balance.

If you would prefer to receive a direct refund, you can request a direct refund [ here]

How do I cancel my order?

We encourage you to work things out with your seller to try and settle conflicts between yourselves through the Resolution Center. For more information, contact our  Legal&Trust team [ here]

What is Commercial Use?

Commercial Use is when a buyer intends to use the delivered work for anything business-related, intended for profit. [ Referal Program  [here ]

 How do I download attachments and files?

When replying demand, you have the option to download the attached files. Also, when accepting deliveries from the seller, you can download the delivered files.

If you are experiencing issues with downloading files to your computer, follow these steps:

• Review your browser extensions (i.e., additional features for your web browser).
• Review if you have any firewall or antivirus software that prevents downloads.
• Clear browser cache/cookies (i.e., temporary files in your browser).
• Verify whether or not you have a pop-up blocker enabled. If so, disable it for YouAgile.com.

Once you’ve verified the steps, go to your order page and click the file or link provided in the delivery message.
Note: When you receive your order’s delivery, make sure you download the full sized-file.  If you copy the preview thumbnail shown on the order page, the file will have very low quality.

General/Miscellaneous

What are SAL manage [ Milestone]?

Milestones is a feature that allows your seller to split up tasks for larger, more complex projects. It’s available for orders of over $ 3000.

For example, if you order a  Gap Analysis or a single batch of product, your seller may split up your order into three milestones. Eg. Gap Analysis, The first milestone could be a Audit and Check List Form, the second milestone could be a draft of your Compliance level to the object required, and the final delivery completes the final files for the entire order.

This allows you to follow the progress of the order and approve the results throughout your project’s delivery.

Why is there a watermark on my delivery?

When a seller delivers your order, you will see a watermark on the image preview. After you accept your delivery, you will be able to download the original image. This is set up to protect the seller’s work.

What if a Seller has activated the Set Availability feature?

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What is the difference between the App and the site?

The YouAgile Mobile App enables customers to browse all the Users Services offered on YouAgile.com. Customers can communicate with each other through the App on the go to help create and manage orders. Future updates will include more features that are exclusive to the full site.

How I can Close my YouAgile account?

To close your YouAgile account, please follow these steps:

1.Click on your profile picture

2.Choose My Settings

3.Scroll down to find the “Account Deactivation” option.  Choose a reason from the dropdown menu and click on “Deactivate Account.”

Notes:

• You can’t close an account when you have available funds (YouAgile Balance or Earned Revenues).  These funds must be refunded or withdrawn before the account can be closed.
• Usernames and email addresses cannot be reused on a new account.  If you are planning on opening a new account, please make sure you change your email address before you close it.
• Closing an account does not remove the information on the account.  Feedback comments, messages, and public pictures will remain.

If you would like to do so, you can also permanently delete your account [here]

Permanently deleting my account – Our Customer Support team can permanently delete your YouAgile account upon request.  To process this, you need to close your account on your end first (see instructions above).   Please keep in mind that this process is permanent and cannot be reversed.  We recommend reviewing your orders and messages before you request it so that you can retrieve any files and information you might need in the future. Notes: Usernames and email addresses cannot be reused on a new account.  If you are planning on opening a new account, please make sure you change your email address before you close it. – You can’t close an account when you have available funds (YouAgile Balance or Earned Revenues).These funds must be refunded or withdrawn before the account can be closed.  – If your account was disabled due to violations of our Terms of Service, you may request to delete your account.