Sometimes after I had got to the stage of pasting in the URL code in it said “so you need help creating a listing ? “ .. it happened a couple of times out of the 10 that reported . The rest followed the process .
What is the quickest way of getting a URL code - most people who have gone to the live chat page will have lost the listing page - what is the best way to navigate between both pages ?
Thanks for that @Silversitters - I’ll let the team know that happened to see if there’s a fix 
When I went through the process, I did it on my laptop, so I have multiple tabs open in my internet browser. I would copy the URL from the listing page, and then click on a new tab to open up the live chat and go through the process of reporting the listing, and then just click paste at the step where Frankie asked for the URL.
Are you using a laptop, mobile browser, or the app? I know for my phone browser, I can have multiple tabs open, but I know that people will have different phones and different ways of how they use their browser.
Sorry @Silversitters - I just noticed you replied with this after I sent my previous message!
If you’re using the app, my suggestion would be to use the share button to copy and paste the URL, and then open up the Help Centre from the app, and access Live Chat from there.
I use the App on my phone - I actually needed 3 tabs open to copy and paste …but if someone can suggest an easier way to get the URL , I’d be happy to give Frankie another try ….
The copy and paste doesn’t work from the share button …and it’s an additional 5 pages to click through to get to the live chat and actually start a chat …
The message section at the start of live chat seems pointless as when you type a message it doesn’t appear in the live chat and you have to start all over again …
The process I just tried on the app was to:
Copy the listing from the same button you use to share a listing, by copying it to the clipboard
Exit the profile and tap on the “me” section.
Tap the “help and support” option on that screen, and that takes you to a page where you can enter the Help Center
Tap the chat bubble in the bottom right to start the reporting process
I don’t get the whole URL when I do this 
I have DM .
That might be an issue specific to your device, as I was able to copy and paste the entire URL, I would just need to delete out the wording at the beginning, as it copies the entire message about “check out this listing”.
I’ll ask someone from the team if they can check from their app, just to see if it works for others.
I reported a listing to Frankie this afternoon. It was a little cumbersome but now I know to put Report a Listing as the heading. Frankie and I got there in the end!
It was also good to receive an email from Eliza (Member Experience Executive!) thanking me for reporting it. As I couldn’t find the listing after receiving this email, I’m assuming it had been taken down for owner to include internal photos. Owner has used sitters numerous times but obviously has not updated listing to meet the photo requirements.
I just saw a new listing in Costa Rica where the hosts said it would be a “Joint sit “ where they would be staying but needed the sitter because they would be working !
I Tried to report it to Frankie but there were a couple of glitches so I was connected to an agent who asked for my registered e-mail ! !! Since I was already logged into the App and that is where I was accessing live chat from; this seems a convoluted process.
There also are no photos of the home . I could only pick one category to report with Frankie - either Photos or Third Party - not both ..
In the end I resorted to sharing the listing by e-mail. Which is 10 x steps shorter than the current process for reporting via Frankie . Hopefully THS will listen to the feedback and introduce a report button.
@Silversitters Have the listings you reported via Frankie been removed? Or please let us know what happens. I ask, because it sounds like Frankie is cumbersome with reporting reviews and then if it doesn’t lead to results, then folks should know to not waste their time.
With e-mails you have a record of what you have reported ( sent e-mails ) .. with Frankie there is no record ..
I kept a note of a few that I reported yesterday so that I could check and none of them have been removed or updated / these had no internal photos of home -
So there doesn’t seem any point reporting these to Frankie.
The third party one reported today has been taken down … but that was the one that I ended up reporting by e-mail because of glitches when trying to report to Frankie .
That happens every single time I try to report a listing issue via chat, and I’ve often been asked for my membership ID number as well. I’ve often queried why this is necessary when I’m already logged in (and it’s already necessary to give name and email address before commencing a chat session), and have been informed ‘it’s to confirm your membership’. I’m then thanked for my xyz years of membership and asked if the sit with xyz (pet name) is going well.
Just to add: why would it matter who reports a listing? Isn’t the important point that a listing doesn’t meet the criteria?
@Happypets @Silversitters
Well, it’s the same for everyone here and also often the case with chatbots in general.
The platform (e.g., the website or the app) and the support chat tool are often separate systems.
The login takes place on the platform itself, and session information (e.g., login status, user ID) is not automatically passed on to the support tool.
The chat service is often provided by a third party (e.g., Zendesk, Intercom), and it may not have access to the authentication data of the platform (Authentication is often based on session tokens (which are tied to the platform), but these are not automatically shared with external services).
Even if the login status is technically available, sharing it with the support chat might be blocked for security and privacy reasons. It’s technically complicated and it’s easier to just ask for your User ID and registered email.
Yes, this is true.
@Fatamorgana
Thank you for the background information and explanation.
This confirms that at the moment it is still much easier ( less steps in the process ) and quicker to report a listing by using the share button and sending an e-mail to support@trustedhousesitters.com
When commencing chat, it’s necessary to input name and email info.
I’m all in for a simple “Report a listing” icon directly on the listing itself. The fact that it’s not there is intentional — who wants to create extra work for themselves? THS better watch out, because it wouldn’t be that hard to build a strong competitor with a much better UX for both hosts and sitters if someone really set their mind to it.
I think you’ve hit the nail on the head, @Fatamorgana . So many listings don’t comply, and it would create so much more work for agents to pause every reported listing and reach out to PPs.
Every user has a unique ID, which likely can’t be shared with the third-party provider without explicit consent due to data protection regulations. That’s why it’s not requested at the start of the chat. Instead, it’s likely designed this way for GDPR compliance, requiring the user to actively provide their ID during the chat as a clear indication of consent.
That’s what I’m thinking.