FAQ

Step-by-step

1. Check your Inbox — the email arrives within 1-2 minutes of registration.
2. If you don't see it, check Spam or Promotions.
3. Click the "Confirm" button in the email — it opens a confirmation page on our site.
4. If the link has expired, return to the sign-in page and request a new email.

Still stuck? Email support@uadopomoga.eu and include the address you signed up with.

Step-by-step

1. Open the sign-in page and click "Forgot password?".
2. Enter the email you signed up with and click "Send".
3. Check your Inbox — the reset link arrives within 1-2 minutes. If not, check Spam.
4. Click the link, enter your new password twice, and save.

The reset link is valid for 1 hour after the request. If it expires, request a new email.

What we do today

• All passwords are stored using a strong hashing format (bcrypt).
• Every password-reset email contains a one-time link with limited validity.
• Suspicious sign-ins are tracked in the security audit log.

What's coming

We'll add 2FA support (via authenticator app or one-time codes) in an upcoming update. You'll get an email notification as soon as the feature is available.

Step-by-step

1. Sign in and open Settings → Profile.
2. Enter the new address in the "Email" field.
3. Click "Save" — a confirmation link will be sent to the new address.
4. Click the link in the email — sign-in will then only work with the new address.

Until the new address is confirmed, sign-in continues to work with the old one. If you entered the wrong address by mistake, email support@uadopomoga.eu as soon as possible.

When you need this

• You forgot to sign out on a shared device (library computer, friend's phone).
• You suspect someone knows your password.
• You're changing your password and want to end all earlier sessions.

Step-by-step

1. Open Settings → Security.
2. Click "Sign out of all sessions".
3. After that, you'll need to enter your email and password again on every device.

If you've lost access to your account entirely, first reset your password using the "Forgot password?" link on the sign-in page.

Step-by-step

1. On your municipality's (gemeente) website, find the "Inschrijven" or "BRP registration" section.
2. Book an appointment — most cities offer online booking.
3. Bring your passport or ID, proof of address (rental contract, letter from the landlord, or refugee reception certificate), and — if applying with family — children's documents and marriage certificate.
4. The BSN is assigned at the appointment; no plastic card is issued — you receive the number on paper.

Waiting times vary by city. Some municipalities only register Ukrainian temporary protection holders if you live in their area; check the gemeente website before booking.

Prerequisites

• You already have a BSN (from your gemeente).
• You're registered at a Dutch address (in the BRP).
• You have a Dutch mobile number (for SMS verification — recommended, not strictly required).

Step-by-step

1. Open digid.nl → "Aanvragen" / "Apply".
2. Enter your BSN, date of birth, and postal code.
3. Create a username and password.
4. Wait for the activation-code letter — it arrives within 3 working days at your BRP address.
5. Return to digid.nl, sign in, and enter the activation code.

DigiD is required for filing your tax return, requesting benefits (huurtoeslag / zorgtoeslag), accessing specialist healthcare via DigiD login, and many other Dutch government services.

What's available

• Municipality applications: BRP registration, address change, deregistration.
• Rental contracts: short-term and long-term rentals.
• Letters to landlords: receipt request, move-out notice, complaint.
• Work-related: simple resignation letter, income-statement request.

How to use

1. Open Documents → Templates.
2. Pick a category and template.
3. Download the file (PDF or DOCX).
4. Fill in your details and save.

Can't find what you need? Email support@uadopomoga.eu with a description of your situation.

Step-by-step

1. Report to the police. Open politie.nl → "Aangifte doen" (report a loss). It's free and takes 15-20 minutes online. Save the report number — you'll need it later.
2. Order a replacement:
   • Dutch passport or ID card → gemeente (book online).
   • TPD document or IND residence permit → book at ind.nl.
   • Ukrainian passport → nearest Ukrainian consulate.
3. At the appointment, bring: the police report, a photo (for new documents), and the fee.

If you lost the document abroad, you'll first need emergency travel documents to return.

General rule

Official forms (gemeente, IND, Belastingdienst, UWV) are only accepted in Dutch; some IND forms also have an English version. Forms submitted in Ukrainian will be rejected.

What to do

1. Use our templates with translated field labels — under Documents → Templates we provide a Ukrainian translation next to the Dutch original.
2. Use a translator for important documents (contracts, permit applications). VluchtelingenWerk and some municipalities offer free help.
3. Get professional advice for complex forms (IND, Belastingdienst) — consider an official lawyer or tax advisor.

For supporting documents you SUBMIT as evidence (e.g., a Ukrainian diploma), you need a sworn Dutch translation — find a translator at bureauwbtv.nl.

Step-by-step

1. Sign in and open Marketplace.
2. Click "Create listing" (top right).
3. Fill in:
   • Title — short, what you offer (e.g., "Mobile hairdresser at home").
   • Category — pick the most relevant one.
   • Description — details: experience, what's included, schedule. Ukrainian OR Dutch OR English.
   • Price — range or fixed.
   • Contact — phone / WhatsApp / email.
4. Upload 1-3 photos (optional but recommended).
5. Click "Publish".

The listing appears immediately. You can edit or unpublish it any time from "My listings".

What it means

A "Verified" badge next to a seller means we've confirmed at least one of:

• Email verified (required for all accounts).
• Phone number verified via SMS code (optional).
• KvK number provided and matched against the public register (for professionals).

How to get verified

1. Confirm your email (you should already have done this at sign-up).
2. In Settings → Profile, add your phone and complete the SMS check.
3. If you have a KvK number, add it under "Business number".

Verification does NOT mean we vouch for service quality — it's just identity confirmation. Always read reviews and meet in safe places.

How it works

• Boost lifts your listing to the top of the chosen category's results.
• Plans available: 7 days and 30 days.
• Payment via debit/credit card or iDEAL.
• After it ends, the listing stays published but returns to its normal ranking.

When to use it

• A new listing that hasn't received reviews yet.
• Seasonal services (tutoring before exams, cleaning before holidays).
• Urgent need for customers.

Details and current pricing are on the "Boost" page in your listing menu. You can cancel within the first 14 days for a full refund.

What counts as a problematic listing

• Fraud (upfront payment with no service, fake contact info).
• Illegal goods or services.
• Discrimination, aggressive or abusive language.
• Spam or duplicate.
• Fake reviews or photos taken from other sites.

How to report

1. Open the listing.
2. Click "Report" (below the description).
3. Pick a category.
4. Describe the problem as specifically as you can — add screenshots if you have them.
5. Click "Submit".

We review reports within 24 hours on working days. If the report is confirmed, the listing is removed; serious cases are forwarded to the police.

When you don't need KvK

• Occasional services for neighbours or friends (repairs, translation, etc.).
• Selling personal used items.
• Side income under a few hundred euros per year.

When you DO need KvK

• Regular commercial services (tutoring, cleaning, hairdressing, courier work).
• Income above €1,800 per year from one activity.
• Publicly advertising services as a "business".

How to register

Book an appointment at KvK (kvk.nl), pay €82.25 (as of 2026), and receive your number on the spot. Details at kvk.nl.

A consultation with an accountant or lawyer is recommended before registering, especially for holders of temporary protection (TPD).

Step-by-step

1. Open Invoices → "New invoice".
2. Fill in client details (name, address, KvK / VAT number if applicable).
3. Add line items: description, quantity, unit price, VAT rate (21% / 9% / 0% / exempt).
4. Check the total — VAT-inclusive amount is calculated automatically.
5. Click "Save" — the invoice receives a number automatically.
6. Pick an action: "Send by email", "Download PDF", or "Download UBL" (for government bodies).

Your business details (name, KvK, IBAN) are added automatically from Settings → Business details. Check them before sending your first invoice.

Dutch VAT rates (as of 2026)

• 21% — standard rate. Most services and goods.
• 9% — reduced rate. Food, books, hotels, hairdressing, bike repair, medicines.
• 0% — exports outside the EU, international transport.
• Vrijgesteld (exempt) — medical services, formal education, financial and insurance services, residential rental.

How to pick in our form

When adding a line item, choose the rate from the dropdown. If unsure, start with 21% and check with an accountant or belastingdienst.nl.

Step-by-step

1. Open the invoice from the Invoices list.
2. Click "Send" (top right).
3. In the dialog, enter:
   • Client email — or pick from history if you've sent to them before.
   • Subject — pre-filled ("Invoice #…"), editable.
   • Message — short text (optional).
4. Click "Send".

The client receives an email with a PDF attachment and a link to view it online. The send timestamp shows up in the invoice history.

If the email doesn't arrive, ask the client to check Spam. You can also simply attach the PDF to a regular email from your own address.

When to use which

• PDF — standard for most clients. Easy to email or print.
• UBL (XML) — required for invoices to Dutch government bodies via the Peppol network; also used by many large corporations.

Step-by-step

1. Open the saved invoice.
2. Click the "Download" menu (⬇ icon).
3. Pick the format:
   • "PDF" — opens in your default viewer.
   • "UBL" — XML file you can upload to the client's portal or send via a Peppol provider.

The UBL format follows the European EN 16931 standard. If your client uses a specific Peppol endpoint, you can save its ID in "Client settings".

If the invoice is not sent yet

Open the draft and click "Delete". It disappears without trace — the number stays available for the next invoice.

If the invoice has been sent (it can't be deleted)

Dutch law requires sent invoices to be kept for 7 years. To cancel, issue a credit note:

1. Open the original invoice.
2. Click "Create credit note".
3. Check the line items (amounts will be negative — refund).
4. Click "Save" and send it to the client like a regular invoice.

The credit note gets its own number in the credit-note sequence and references the original invoice number. In accounting, both documents together net to zero.

What's included in the export

• Profile data (name, email, settings).
• Your marketplace listings and messages with buyers.
• Your invoices and clients.
• Saved documents and templates.
• Sign-in history (for security).

Step-by-step

1. Open Settings → Privacy.
2. Click "Export my data".
3. Confirm your password.
4. We prepare the archive — this can take from a few minutes to 24 hours depending on size.
5. You'll receive an email with a download link for the ZIP file. The link is valid for 7 days.

This is your right under GDPR (Article 20 — data portability). Export is free.

Before you delete

• Export your data ("Export my data") if you want to keep a copy.
• Close any unsettled invoices — you won't have access after deletion.
• Unpublish active marketplace listings.

Step-by-step

1. Open Settings → Privacy.
2. Click "Delete account".
3. Confirm your password and type the word "DELETE" (to prevent accidental deletion).
4. Confirm.

What we keep

By law, certain data (invoices, sign-in audit logs) is retained for up to 7 years after deletion — required by Dutch tax and financial regulations. This data is no longer linked to your email or other identifiers after deletion.

What it means

When you enter your BSN or KvK in our forms (for example, on an invoice), we compute an irreversible hash (SHA-256 with salt) and store ONLY the hash. The original number is not kept in our database.

Why it's better

• If the database is ever breached, an attacker cannot recover your BSN.
• We can verify whether a number matches a previously entered one (for fraud prevention), but we can't reverse-engineer the original.
• This follows GDPR's data minimisation principle (Article 5(1)(c)).

Exceptions

• The number appears in cleartext on PDF invoices (required by the tax office).
• The document is generated on the fly from the data you enter when creating the invoice, and is not stored in cleartext.

Details are in our privacy policy.

What we use

• Session cookie — stores your sign-in state. Cleared when you sign out.
• CSRF token — protects forms against cross-site attacks.
• Language preference — remembers your choice (UA / EN / NL).

These cookies are technically necessary for the site to function, so no consent banner is required (GDPR / ePrivacy).

What we DON'T use

• Third-party advertising cookies (Google Ads, Meta Pixel).
• Behavioural analytics (Google Analytics, Hotjar).
• Email trackers.

Server technical logs are deleted after 30 days. Details are in our privacy policy.

Current sub-processors (as of 2026)

• Application hosting: European cloud provider (hosting in the Netherlands / Germany).
• Database: European database provider (Neon, eu-central region).
• Email delivery: European email service (for verification and notifications).
• Payments: for Boost — Mollie / Adyen (Dutch PSPs).

All sub-processors are bound by Data Processing Agreements (DPAs) under GDPR (Article 28). No transfers outside the EEA.

How to track changes

When the list changes, we update the privacy policy and post a blog entry. Registered users receive an email notification 30 days before a new sub-processor is added.

Full list with links is in the "Privacy Policy" section.

Best ways to reach us

• Email: support@uadopomoga.eu — main channel. We reply within 24 hours on working days.
• Contact form: on the Contact page — useful if you don't have your usual email handy.
• From your account: Settings → Support — the message arrives with your account context, which speeds up diagnosis.

What to include

• The email address of your account (if the problem is sign-in-related).
• Short description: what you were doing, what you expected, what happened.
• Screenshot or invoice / listing number — if relevant.
• Your language: write in Ukrainian, English, or Dutch — we'll reply in the same language.

Standard timelines

• Working days (Mon-Fri): first reply within 24 hours.
• Weekends / holidays: first reply on the next working day.
• High urgency: if you tag the subject "URGENT — billing" or "URGENT — account locked", we try to reply faster.

Complex requests

If a request requires diagnosis (e.g., a payment error or an invoice issue), the first reply may be a clarification — full resolution typically takes 1-3 working days.

What this is NOT

This is a community project, not a corporate SaaS — we don't guarantee overnight or weekend response. For urgent issues (locked account, fraud), try writing through multiple channels at once.

What to include in a bug report

1. What happened: 1-2 sentence description.
2. What you expected: how you think it should work.
3. Steps to reproduce: "1. I opened … 2. Clicked … 3. Saw …".
4. Page URL: copy the address from your browser.
5. Screenshot or video: if relevant.
6. Browser and device: Chrome / Safari / Firefox; desktop / mobile.

What happens next

• We confirm receipt within 24 hours (working days).
• If the bug is critical (data loss, payment error), we fix it the same day.
• Other bugs go into the next release (usually 1-2 weeks).
• You'll receive an email when the fix is in production.

What we cover

• Ukrainian — the team's primary language. Fastest and most accurate replies.
• English — full support. Convenient for bilingual users.
• Dutch — full support for regulatory questions (BSN, IND, Belastingdienst), where Dutch terms are critical.

What we don't cover

• Russian — we don't reply in Russian as a matter of principle. If needed, write in Ukrainian even with mistakes.
• Other languages (Polish, Romanian, etc.) — use Google Translate for the first contact and we'll understand.

If unsure which language to use, write in the one that best captures the problem. We'll reply so you can read it.

How to find the FAQ

• "Help" menu in the top bar → "FAQ".
• Footer of any page → "FAQ" link in the "Help" block.
• Direct URL: /ua/faq (Ukrainian), /en/faq (English), /nl/faq (Dutch).

How to search

• The FAQ page has categories — pick a section (Authentication / Documents / Marketplace / Invoicing / Privacy / Support).
• Each category expands into a list of questions — click to see the answer.
• The search box (at the top) searches the question and answer text.

Missing your question? Email support@uadopomoga.eu and we'll add it to the FAQ.