Frequently Asked Questions


Why do I have incorrect phone number in my ad? topTop

This number is a masked number protecting your actual number from potential scammers. Calls to this number will be forwarded to your direct number

I no longer have access to my PS inbox/sales leads.

Privacy Shield is disabled on your account - this can be caused by creating an Ad using the desktop and then editing the same Ad on a mobile device. This causes Privacy Shield to be removed and you will no longer have access to your Privacy Shield Inbox

How do I turn off or remove Privacy Shield from my ad? topTop

Privacy Shield is an optional service to help protect our sellers from the many scammers out there. When you create or edit your Ad, you have the option of enabling Privacy Shield or not.

Where is the Privacy Shield Management tab to view emails & calls? topTop

Please log in to My Garage using desktop, click Items you're selling > View Sales lead. It will show you tab to access the calls and sales leads emails.

What is Privacy Shield and how do I enable it? topTop

Privacy Shield is no longer offered on autoTRADER.ca. We provide email masking for all users that utilize autoTRADER's ad placement system. These emails hide the buyer and sellers identity to provide an additional layer of security for those who interact on our site.

I don't see the interested buyer's email address. How do I respond to a sales lead? topTop

For your safety, email addresses are "masked" on autoTRADER.ca if you reply to the [some random alphanumeric digits]@leads.trader.ca. Please click on reply button in your sales lead email. The hidden email address of potential buyer will appear in TO field. A word of warning- if you put in any contact information like your email address or phone information, this will bypass the masking feature and allow the email recipient to contact you directly.

How do I report a potentially fraudulent buyer? topTop

Send the email address along with the response from the fraudulent buyer to fraudsalesleads@trader.ca. Alternatively, if there is an ad you suspect may be fraudulent, please either report the ad by clicking the "report abuse" tool on the ad's page, or send an email with the link to fraudads@trader.ca

How do I report a potentially fraudulent seller? topTop

Click on the "report abuse" button on the autoTRADER.ca website or send email with the weblink to fraudads@trader.ca.

I am a dealer and I want to advertise on autoTRADER.ca

Please visit our dealer registration page - www.autotrader.ca/dealer/signup/DealerSignup.aspx

Why am I not able to validate a phone number? OR why am I not receiving a validation code? topTop

If you are having issues with phone validation or are not getting the code, we recommend you:

  • Check to see that you're using the latest browser
  • Wait at least 30 minutes before requesting another code.
  • If requesting code by phone call, make sure the line is not busy.

Why am I not getting an activation or confirmation email?

Please check your spam folder, if you are using GMAIL, please check it under promotions, deals or other tabs under the mailbox.

Why are my photos failing to upload?

We prevent some types of photos from being uploaded to help reduce inappropriate photos. Ensure there is no person present in your photo as these photos will be removed. If there is a photo you are uploading and it is incorrectly failing to upload, please feel free to send the link to your ad, your photo and the error message you are receiving from the photo in to our team for processing at contactus@autoTRADER.ca

Why my pictures are not upright?

Generally, our photos will recognize proper orientation. In the case this is not working, you can upload all the images to your computer and rotate them in any photo editor software and upload them again on autoTRADER.ca.ca. Another option is to take photos with the correct phone orientation. When taking pictures in landscape mode, please make sure the volume buttons are facing up. Also, ensure the phone orientation is not locked in portrait or landscape view.

Can I choose the photo I want to be displayed first?

We are working on getting this feature completed and this feature is right around the corner. For now, photos will appear in the order that they were successfully uploaded to your ad. Our iOS app currently has this feature. Other platforms will follow suit shortly

Why is my ad in review status? topTop

Once your phone validation is complete, it may take upto 2 hours for our moderation team to review the ad. Also, please make sure that as the final step in editing, you submit your ad.Once you click on the "Post Your Ad" or "Continue" button your edited ad will be submitted for review.

Why is my ad not online?

After you receive the approval email from autoTRADER.ca.ca, it takes approximately 30 minutes for ad to become searchable on the website. Please check out our ad guidelines if your ad was denied. It is possible that your ad may have been denied because one or more of our users may have thought it was an invalid ad. To help our team verify that it was a legitimate ad, please send an email to contactus@autoTRADER.ca.ca. Please include the year/make/model of the vehicle, the email/phone number that you used to create the ad, and an image of yourself within the vehicle you are trying to sell and the approximate date of when you initially placed your ad. We'll have you back up in no time.

How do I make changes to my existing ad? topTop

Please log in to My Garage using the same email address you used to place ad, click on items you' re selling. this tab will allow you to edit, remove, upgrade or renew expired ads. If you did not place an ad using a MyGarage account, an email was sent directly to the email address used to post the ad. You can use the EDIT YOUR AD/DELETE YOUR AD links in the approval e-mail to edit or delete your ad.

Why was my ad denied? topTop

Your ad was flagged by our system as not conforming to our ad guidelines. Please check our ad guidelines found at "www.autotrader.ca/sell", update your ad, and resubmit your ad.

How do I remove my ad from the website? topTop

Please log in to My Garage using the same email address you used to place ad, click on items you're selling. this tab will allow you to edit, remove, upgrade or renew expired ads. Alternatively, the edit and delete capability is on the weekly performance correspondance that we send you regarding your posting.

How can I change the email address on my existing autoTRADER.ca account or AD? topTop

Unfortunately, the edit function for email address is unavailable. We suggest that you create a new account with updated information.

How can I change my existing password? topTop

Please log into My Garage and click on Account Profile. Select Edit / Change Password – Enter in your old password and then the new password you want to change it to.

How do I set up, edit or delete new listing alerts? topTop

Please login to My Garage, go to advanced search and enter make model and other options from the menu, click on Go button or View results link. Click on Save Search button. It will then ask you to name the search and select the option to receive email alerts. You can receive email alerts of new listings that match your search either Daily or Weekly. To delete or turn off email alerts, please click on My Garage > saved searches. it will allow you to rename or delete the search, change the frequency of alerts or turn it off.

My Account is Deactivated - How do I reactivate it ? topTop

You need to contact our support team – Visit our support page at www.autotrader.ca/general/info/ContactUs.aspx

How do I save a search ? topTop

Please login to My Garage, go to advanced search and enter make model and other options from the menu, click on Go button or View results link. Click on Save Search button.

How can I be notified when new listings that match my saved search become available ? topTop

If you chose the option to receive notifications while setting up saved search, it will email you a list of vehicles that match your search criteria.

How do I stop getting notification emails from saved searches ? topTop

If you have already purchased a CARPROOF report, please contact CARPROOF directly to remove or update your vehicle's information. You can contact CARPROOF at www.carproof.com. Please indicate if you have purchased this report from autoTRADER.ca.ca or if your ad is currently live on autoTRADER.ca.ca

How do I update information in my Carproof report? topTop

If you have already purchased a CARPROOF report, please contact CARPROOF directly to remove or update your vehicle's information. You can contact CARPROOF at www.carproof.com. Please indicate if you have purchased this report from autoTRADER.ca.ca or if your ad is currently live on autoTRADER.ca.ca

I have a buyer that's willing to pay an agreed upon price. What should I do now? topTop

Check out this news article on our News and Features site that can help you with this: http://www.autoTRADER.ca.ca/newsfeatures/20170501/new-or-used-buying-a-car-in-canada/#2bayOJv5agd6Ti05.97

How do I protect myself from fraud? topTop

For your safety, email addresses are "masked" (hidden) on autoTRADER.ca ads. This ensures that your personal email is not targeted for spam. Be fraud aware and know what the latest fraud trends/gimmics are. Fill out the Firstname and Lastname optional fields on your Ad so that you can validate it is autoTRADER.ca - we do not publish those fields to the public.

What are the most recent trends/gimmics in fraud I should be aware of? topTop

As a seller on a classified site, understand that your ad is visible on the internet from anywhere in the world. Chances are, like any online marketplace, there are individuals who aren't there to buy your vehicle. Never wire any money to anyone you have not physically met. Trust your instincts and be fraud aware. Some common tricks fraudsters use are shipping because they are out of country, using 3rd party untraceable funds transfer systems, and other companies posing as autoTRADER.ca to "help sell your ad" for a fee. It is best to meet the buyer or seller physically in a safe environment and always be weary of buyers and sellers willing to transact sight unseen.

I'd like to talk to someone about my issue where is your contact information? topTop

Please email your request for a call back to contactus@trader.ca. Please include your contact information and the reason for your call and we will get back to you as soon as we can.