This usually happens when a message includes contact details (such as phone numbers, email addresses, or links) or attempts to move communication or payment outside the platform.
Why do we do this?
We’re committed to creating a safe and smooth experience for everyone. When the entire rental process — from first contact to payment — happens on our platform, we can:
Protect both borrowers and lenders
Provide support if something goes wrong
Ensure that payments and insurance coverage are valid
If communication or transactions move off-platform, these protections no longer apply. This increases the risk of issues and leads to a worse experience for everyone.
What about sharing contact details?
You’re welcome to communicate freely using the chat, which supports messages, images, and notifications to help you plan your rental.
However, sharing contact details is not allowed until a booking has been confirmed and paid for through the platform.
What should I do instead?
Please continue the conversation directly in the chat — it’s the easiest and safest way to communicate. Once the booking is confirmed, contact details will automatically be shared.
Help us keep the platform safe
If another user asks you to move communication or payment outside the platform, you can report them. This helps us take action and maintain a safe marketplace.
By keeping transactions on the platform, we can continue offering protection and avoid increasing fees for users who follow the rules.
Think this was a mistake?
If you believe your message was hidden by mistake, feel free to contact our support team and we’ll take a look.