How can we help?

Enter your email, copy the 6-digit code you receive, then choose a username. No password to remember.

First check your Promotions and Spam folders, then check the address you typed. After 60 seconds, you can request a new code from the same screen.

The “Restricted account” screen shows the reason, the feature concerned and the end date if there is one. If you disagree, tap “Appeal the decision”: another moderator reviews your case within 7 days.

Tap “Sell”, add your photos, write a title: Trokido guesses the category, brand and size. You check, set a price and publish. It’s free and commission-free for individuals.

The exact reason is written on the listing, in My listings > Hidden, and in the notification you received. A hidden listing can be corrected for 7 days; a rejected listing can be appealed.

You have 5 working days to hand the parcel to the carrier with the drop-off code shown in the order. Pack the item, go to the branch or wait for the pickup, and keep the receipt.

On the item page, tap “Order”, enter your address and phone number, choose delivery, then confirm. You pay cash on receipt; the exact amount is shown before you confirm. Trokido fees and delivery are itemised before you confirm; for an in-person handover, no Trokido fees at launch.

On the item page, tap “Make an offer”, enter your amount and send it. The seller has 48 hours to accept, decline or counter; if they accept, you have 24 hours to order at that price.

As long as the parcel hasn’t been dropped off with the carrier, open the order and tap “Cancel order”, with a reason. Once the parcel has left, cancelling is no longer possible: you can only refuse it on delivery.

You swap one or more of your items for another member’s, with a little extra money if the values differ (the balance payment). The swap happens in person with two codes, or by two tracked parcels.

On a listing open to swaps, tap “Propose a swap”, choose your items, check the balance and the proposed extra payment, then the handover method. The member has 72 hours to reply.

Yes, with no penalty, until both confirmations. After that, a cancellation requested by one person counts against their reliability; once a parcel has left, only a dispute or a late shipment can close the swap.

Depending on the item and your city: home delivery, or in-person handover if the seller is near you. Checkout only shows the methods the seller accepts that serve your address.

Once the parcel is dropped off: the next day within the same city, 1 to 2 working days between major cities, 2 to 5 working days to other places. Your order’s estimated date is shown at checkout and in tracking.

You order by choosing “In-person handover”, suggest a meeting, check the item on the spot, pay the seller in cash, then give them your code. No Trokido fees for an in-person handover at launch. A delivered order has fees (protection, surcharge, delivery), shown before you confirm.

You order without paying anything online, then pay cash to the courier or at the branch counter when you receive the parcel. The exact amount is written on your order before you confirm.

Yes, when the carrier allows it: you open the parcel in front of the courier and check the item before paying. Your order page says whether the carrier allows it.

Not yet. At launch, purchases are paid in cash on delivery or to the seller in person. Card payment will come with a licensed payment institution; the money will then be held until you receive the item.

In the order, tap “I have a problem”, choose the reason, describe it and add at least 2 photos. The seller has 48 hours to reply, and their money stays on hold in the meantime.

First check the tracking in the order. If it says “delivered” but you received and paid nothing, open a “I didn’t receive the parcel” claim within 48 hours: you owe nothing, and Trokido investigates with the carrier.

For a valid claim, you get back the price, the Trokido fees and the outbound delivery. You choose: instant credit to your Trokido wallet, or a transfer to your bank account within 5 working days after the cash is reconciled.

Your wallet receives the money from your completed sales and your refunds. It shows three amounts: “Available” (which you can withdraw), “Pending” (with the reason and date for each sale) and “Vouchers”.

At your first sale, enter your name, date of birth, address and a payout method in your name (bank account (RIB) in Morocco; Bankily, Masrvi or Sedad wallet in Mauritania). You can sell before doing it: your earnings wait for you.

After delivery, the buyer has 48 hours to report a problem; once the cash is received from the carrier, the money moves to “Available” within 2 days at most. It is then sent to your account with Tuesday’s transfer, and arrives within 2 working days in Morocco.

Open “Gift cards”, choose an amount and a design (Eid, birthday, wedding, success…), write your message, then choose who to send it to and when. The card has no issuing fee.

Open the link or scan the QR code, then tap “Add to my wallet” and log in. The card is then yours and applies automatically to your next purchase.

24 months from purchase. You can ask support once for a free 6-month extension, before the expiry date.

On your listing, tap “Add a video”, film 5 to 30 seconds or pick a video from your gallery, trim it, choose the sound and cover, then publish. The video appears second in your listing’s gallery, usually within 5 minutes.

Each video is checked before it goes live: usually 5 minutes, up to 30 minutes at busy times. It is rejected if it shows or mentions a phone number, a social media handle, another messaging app, a prohibited item or copied content.

At the bottom of each video, the item card shows its price and the “Buy” and “Offer” buttons, plus “Swap” if the seller accepts it. The button opens the order in a sheet without leaving the video.

Go to “Become Pro”, choose to create a Pro account or convert your account, then upload your business documents. Trokido checks them within 2 working days; once approved, your “Verified Pro” badge appears and you get 30 days of the Starter plan free.

As soon as you buy to resell, regularly sell new items or run a shop. Trokido invites you to go Pro beyond 30 sales in 90 days, or 10 identical “new with tags” listings.

Your customer can withdraw within 7 days of receipt, without giving a reason. You reply within 2 days (accept the return or refund without return), state who pays return shipping, then refund within 5 working days of receiving the item.

In Morocco: Law 31-08 on consumer protection.

From the “Become a courier” page on the website or in the Trokido app, log in with your account, fill in your file (city, vehicle, legal status) and upload your documents. The team reviews the file and replies by message. Delivery jobs then open city by city, when the team decides.

Not yet: delivery jobs are not open in any city for now. Your approved file stays active, and the team tells you by message when your city opens, with the steps to follow.

Most often: a statement not paid after the 24-hour grace period, an expired document (insurance, licence, legal status), or a penalty for a documented fault. The reason is shown in the app; a block for non-payment is lifted as soon as your payment is reconciled.

It’s a listing for things that don’t go in a parcel: a car, motorbike, housing, job, service, furniture or large appliance. The buyer and seller talk in Trokido messages and meet; nothing is shipped.

Tap “Sell”, write the title (“Dacia Logan 1.5 dCi 2017 diesel 142,000 km”) and choose one of the 3 suggested categories. Posting continues in 8 steps: offer or request, photos, criteria, description, price, location, visibility, review.

From 30 to 120 days depending on the section. You are notified a few days before the end and can extend it for free by 28 days once the listing has expired.

Be wary as soon as someone asks you to pay before you have the item, to leave Trokido messages or to give a code you received by email. On Trokido, you pay on delivery or at the meeting, never before.

Because a payment made outside Trokido (bank transfer, money transfer, cash advance in person) has no protection at all: no refund, no mediation. With “Order”, you only pay once you have the item.

Give nothing and cut contact: it’s a scam. Trokido never asks for a code received by email, a password or a payment, whether by message, phone or email.

What’s needed to run your account and transactions: email, username, city, listings, messages, orders, delivery addresses and, if you sell or verify your identity, your name, date of birth and payout method. Your country’s privacy policy details each piece of data and how long it is kept.

In Morocco: processing declared to the CNDP (Law 09-08), carried out by TOURAK DIGITAL Morocco.

Settings > Account > “Delete my account”, then confirm with your fingerprint or an email code. It’s not possible while an order, return, dispute, swap, meeting or courier statement is in progress, or while your wallet isn’t empty.

Other members see your username, city, listings and reviews, never your full name, number or address. Your address and phone go only to the carrier or courier handling your order.

Search for “Trokido” on Google Play (Android 8 or later) or the App Store (iOS 15 or later), install it, then log in with your email, Google or Apple. Your account is the same as on the website.

In the app, My account > “Language, country, currency and display”; on the website, the selector at the top or bottom of the page. The language changes the interface (French, Arabic), the country changes the catalogue, and the display currency only gives an indicative equivalent.

Open “Contact us” and write your request. The reply comes by email.