Troubleshooting

Check the two usual suspects first: the email address (typos are the number one cause) and the password (caps lock, or an old password after a change). If you originally signed up with Google, use the Google button - there may be no password on the account at all. Still stuck? Use "Forgot password" to reset it.

The reset works like this: enter your email, and if an account exists for that address, a reset link is on its way. Check your spam folder if it does not appear within a few minutes.

One more thing worth knowing: after several failed attempts in a row, sign-in pauses temporarily for safety. If that happens, wait about 15 minutes and try again, or simply reset your password - the reset works right away.

If none of this helps, write to [email protected] from the email you signed up with, describing what you tried. Include a screenshot of any error you see.

Look in your spam and promotions folders - verification emails land there more often than anywhere else. Wait a few minutes in case delivery is slow, then request the email again from the app. Searching your inbox for "Surrounders" also catches emails that arrived earlier and slipped past you.

Verification matters because booking, messaging, and reviews all require a verified email. Browsing works without it, so you can keep exploring pros while you sort this out.

Things that commonly go wrong:

• A typo in the address at signup. Even one wrong character sends the email somewhere else. If an account exists for the address you entered, an email is on its way - so if nothing ever arrives, the address itself is the first thing to question.
• A work or school inbox with strict filtering. A personal address usually receives it without fuss.

If two attempts and a spam-folder check turn up nothing, email [email protected] and tell us which address you signed up with.

Look at your filters and tabs first - the booking is almost always still there, just not in the view you are looking at. Completed and cancelled bookings move out of the upcoming view, and any status filter you set earlier keeps hiding things until you clear it. Check the past section before assuming anything is gone.

If it was a request the pro never answered, there is a second explanation: booking requests expire after 48 hours without a response. When that happens you get a notification, the request shows as expired rather than vanishing, and you are free to book anyone else. Check your bell feed - the notification will confirm it.

An expired request costs you nothing and commits you to nothing. Reasonable next steps:

• Send a new request for a different slot, if you still want that pro.
• Book another pro instead - slow responses are worth factoring in, and each pro's typical response time is shown on their profile.

If a confirmed booking genuinely seems missing after checking filters and the past tab, email [email protected] with the details.

Push notifications need 2 switches turned on, and either one being off silences everything. First: your device or browser must allow notifications from Surrounders (phone Settings on mobile, site permissions on desktop). Second: the notification toggles inside Surrounders Settings must be on for the types you want. Check both - the second one is the one people forget.

In Surrounders Settings you will find per-type toggles (bookings, messages, reviews, reminders and so on) for each channel. Make sure push is enabled for the types you expect to hear about.

If both switches are on and pushes still do not arrive:

• Restart the browser or reopen the home-screen app.
• Check your phone's focus or do-not-disturb mode - it can swallow notifications silently.
• As a last resort, remove the home-screen app and install it again from the browser, then re-allow notifications when asked.

Meanwhile, nothing is lost: every notification also appears in the in-app bell feed, and email notifications are available as a separate channel in the same Settings.

Check your spam and promotions folders first - that is where reset emails most often hide. Give it a few minutes too; email delivery is usually instant but not always. If it is still missing, request the reset again, making sure you type the exact address you signed up with.

To be clear about how the reset works: if an account exists for the address you entered, an email is on its way. So the two common reasons for silence are:

• A different address. Many people have two or three email addresses. Try each one you might have used.
• A Google account. If you signed up with the Google button, there is no password to reset - just sign in with Google.

Also search your inbox for "Surrounders" in case the email arrived earlier and got buried.

If you have checked all of the above and tried twice, contact [email protected] and mention which address you were using and when you requested the reset.

Log back in - that is genuinely the whole fix. Sessions on Surrounders expire periodically for safety, so an occasional surprise logout is normal and means nothing is wrong with your account. All your bookings, chats, and settings are exactly where you left them; they live in your account, not in the session.

Getting logged out is more likely if you have not opened Surrounders in a while, or after signing out on another device.

If the logout felt suspicious rather than routine, two checks put your mind at ease:

• Open Settings and look at your active sessions. It lists every device signed in to your account, and you can sign out any of them individually.
• If you see a device you do not recognize, sign it out and change your password right away.

Frequent logouts on one specific device, several times a day, are not normal. In that case try a different browser to compare, and if it keeps happening, describe the pattern to [email protected] - which device, which browser, and roughly how often.

Set your language in Settings while you are logged in - that is the fix. A language chosen in Settings is saved to your account, so it follows you to every device and survives logouts, new browsers, and reinstalls. Set it once there and it stays set.

The reason it kept flipping: a language picked while logged out only applies to that browser on that device, temporarily. Log in somewhere else, or come back later, and you see the account's language again - which may not be the one you picked. The logged-out picker is for visitors; the Settings choice is the one that persists.

So the sequence is:

1. Log in.
2. Open Settings.
3. Choose your language there.

From that moment your choice is the account's choice, everywhere - including the emails and notifications Surrounders sends you, which render in your account language.

Surrounders is currently available in English and Russian, with Greek coming after a native-speaker review. If the language still flips after setting it in Settings while logged in, that is a real bug - report it to [email protected] with a screenshot.

Check the format and size first: Surrounders accepts JPEG, PNG, and WebP photos up to 10MB. A photo in another format, or one over the limit, will not upload. Most phone photos fit comfortably, so if yours fails, the format is the more likely culprit than the size.

Quick fixes, in order of how often they work:

• Convert the format. If your phone saves photos in a different format, export or re-share the photo as JPEG first - most phones offer this in the share or edit menu.
• Check your connection. Uploads are more sensitive to a weak signal than browsing is. Try again on solid Wi-Fi.
• Try a smaller photo. Cropping or using your camera's smaller-size option gets you under the limit without visibly losing quality for chat purposes.
• Retry once. A single failed upload on mobile data is often just a hiccup.

Photos are compressed automatically after upload, so there is no need to pre-shrink beyond the 10MB limit. If uploads keep failing with a valid photo and a good connection, email [email protected] with the photo's format and size.

Broaden the search and clear your filters - those two moves fix most empty results. Try fewer, simpler words ("cleaning" rather than "deep cleaning 3 bedroom apartment"), and check which filters are active: price, duration, language, and location type all narrow results quietly, and a leftover filter from a past search is the single most common cause of an empty page.

If searching still comes up short, browse instead. Open the category directly - there are 10, from home cleaning to music lessons - and scan what is actually on offer. Browsing shows you everything in a category, so it cannot miss things the way a too-specific search phrase can.

Two honest notes about coverage:

• Supply is strongest in Limassol today. Searching in other cities can genuinely return little - that reflects who has signed up so far, not a bug. Some pros do travel between cities, and remote services like online lessons work from anywhere.
• The "speaks my language" filter is great, but it shrinks results. Try once without it.

Looking for something no category covers? Tell us at [email protected] - requests shape what gets added.

Refresh the view - pull down on the screen in the app, or reload the page in the browser. That forces everything to fetch fresh data and resolves nearly every case of a booking, message, or calendar looking out of date. If the refresh does not take, close Surrounders completely and open it again.

Stale views usually trace back to one of these:

• A weak or dropped connection. The screen keeps showing what it last loaded. Once you are back on a solid connection, a refresh brings everything current.
• A tab left open for a long time. Browsers put idle tabs to sleep; reloading wakes them up properly.
• Switching devices. Changes made on your phone appear on your laptop after its next refresh, not instantly on an already-open page.

Your data itself is never stale on the server - a chat reply or booking update is recorded the moment it happens. The refresh only updates what your screen shows. If a view stays wrong even after reloading on a good connection, that is worth reporting: [email protected], with a screenshot.

An empty calendar means one of two things: the pro has not opened working hours on those days, or every open slot is already taken. Neither is a glitch - the calendar shows the pro's real availability, nothing more. Try scrolling to other weeks first; many pros open hours only for certain weekdays.

If other weeks are empty too, you have two good moves:

• Message the pro. Chat works without a booking, so ask directly when they next have time. Pros sometimes open extra hours for a real request, and at minimum you get a straight answer instead of guessing.
• Pick another pro. There is no cost to looking around, and you can even chat with several pros in parallel while you decide.

One detail that surprises people: bookings need at least 2 hours' notice, so slots in the very near future do not appear even if the pro is technically free right now. If you need someone this instant, messaging is again the faster route.

Refresh the page first - that alone fixes most loading problems. If it does not, check your connection by opening any other website: if that fails too, the problem is your internet, not Surrounders. Reconnect to Wi-Fi or switch to mobile data and try again.

Still not loading while other sites work? Run through these in order, testing after each:

1. Close the tab completely and open surrounders.com fresh.
2. Try a private or incognito window.
3. Try a different browser (Chrome, Safari, Firefox, or Edge - any current version).
4. If you use the home-screen app, open the site in the regular browser instead.

Each step isolates a different cause, so by step 4 you usually know whether the issue lives in one browser or is something bigger.

If nothing works, email [email protected] with three things: what page you were opening, what you see instead (a screenshot is perfect), and which browser and device you are on. That is everything needed to investigate.