How can we help you?
Find answers for everything on Auction Asset 24.
Browse help by topic
Getting started
How do I download and install the app?
Auction Asset 24 is available on both iOS and Android. Search for “Auction Asset 24” in the App Store or Google Play, then tap Install. The app is free to download.
How do I register an account?
Open the app and tap “Register”. Enter your name, email address and a secure password. You will receive a verification email – click the link to confirm your address and activate your account.
What is KYC/FICA verification and why is it required?
KYC (Know Your Customer) and FICA (Financial Intelligence Centre Act) verification confirms your identity before you can buy or sell on the platform. It protects all users and ensures AA24 meets its legal compliance obligations. You will need to provide a valid government-issued ID and proof of address.
How do I complete my KYC/FICA verification?
After registering, navigate to your profile and select “Get verified”. Follow the in-app prompts to upload a clear photo of your ID document and a recent proof of address (not older than three months). Verification is typically completed within one business day.
How do I pay my initial deposit to enable bidding?
Once your identity is verified, go to “Profile” > “Pay deposit” to view the required deposit amount. Pay via EFT and upload your proof of payment in the app. Once your deposit is confirmed, you’ll be able to start bidding.
Is my deposit refundable?
Yes. The initial deposit is fully refundable when you close your account in good standing, provided there are no outstanding disputes or obligations. The deposit is not used towards purchases – it exists solely to activate and protect your bidding rights.
How do set up my profile?
Once your identity has been verified and your deposit has been confirmed, you’re ready to start. You can list lots for sale and place bids on available lots directly through the app.
Can I use Auction Asset 24 as both a buyer and a seller?
Yes. A single account gives you access to both buyer and seller functions once your identity is verified. You can list assets for auction and bid on other listings from the same account.
Bidding & buying
How do I place a bid?
Once registered and deposited, tap any live listing and select “Place bid”. Enter your amount – it must exceed the current bid by the minimum increment.
What happens if I'm outbid?
You’ll receive an instant push notification. You can re-bid or let your proxy bid respond automatically up to your set maximum.
Can I retract a bid?
No. All bids are binding. Please only bid if you intend to purchase. Bid retractions undermine the integrity of the auction.
How do proxy / max bids work?
Set a maximum amount. The system automatically bids the minimum increment above the current bid, up to your maximum, so you stay competitive without manual monitoring.
What if the reserve price isn't met?
The auction closes without a sale. No funds are taken. The seller may relist or contact the highest bidder to negotiate.
Selling on Auction Asset 24
How do I list an item?
Tap the “List asset” button in the app. Add photos, video, specifications, condition information, reserve price and preferred auction duration. Submit for admin review.
What fees do sellers pay?
Sellers pay a 5% commission on the final hammer price only. There are no listing fees and no charges if the reserve is not met.
How do I set reserve price and auction duration?
Both are set during the listing creation process. The reserve is the minimum price you’ll accept. Auction duration can be selected from standard periods during setup.
Payments & fees
How do I pay for won items?
Payment is made via EFT within the timeframe specified in the listing. Payment instructions are provided in the app once you’ve won an auction.
After making payment, simply upload your proof of payment in the app to complete the payment process.
When will I receive my payout?
Payouts are released after both parties give their thumbs-up confirmation – typically after the buyer has inspected and collected the asset.
What is the deposit for and how much is it?
The initial deposit is a refundable amount that activates your bidding rights and demonstrates you are a verified, serious buyer. The deposit amount is displayed in the app.
How does escrow work?
On payment, funds are held by AA24 in escrow – neither buyer nor seller can access them. Funds are only released to the seller once both parties confirm a successful transaction. This protects everyone.
Account & security
How do I reset my password?
To update your email address or phone number, please contact an administrator, who will assist you with making the necessary changes to your account.
How do I change my email address or phone number?
Go to “Profile” then “Account settings” in the app. You can update your email address or phone number from there. For security purposes, you will be asked to verify the change via a confirmation code sent to your existing contact details before the update takes effect.
How do I manage my notifications and preferences?
Navigate to “Profile” then “Notifications” to control which alerts you receive – including bid updates, outbid notifications, auction close reminders and payment confirmations. You can also manage email and push notification preferences independently.
How does AA24 protect my personal data?
AA24 uses industry-standard encryption for all data in transit and at rest. Your personal and financial information is accessible only to authorised AA24 personnel. We do not sell your data to third parties. For full details, see our Privacy policy.
Is my payment information stored securely?
AA24 does not store your banking details in the app. Any banking information you provide is used to verify your account details for payments and refunds.
What should I do if I suspect unauthorised access to my account?
Reset your password immediately using the “Forgot password” option, then contact our support team via email or WhatsApp. We will review recent account activity and, if necessary, temporarily freeze the account while the matter is investigated.
Why has my account been suspended?
Accounts may be suspended for reasons including incomplete or failed KYC/FICA verification, a bid retraction, a payment default, a confirmed dispute finding against you, or a breach of the platform’s terms and conditions. You will be notified by email with the reason. Contact support to query or appeal a suspension.
How do I close my account?
To close your account, go to “Profile” and select “Deactivate my account” to start the deactivation process. Accounts can only be closed once all active auctions, outstanding payments and open disputes have been fully resolved. Any refundable deposit balance will be returned to you after closure is confirmed.
Guides and community
PDF GUIDE
Complete platform guide covering registration, listing, bidding, payment and collection.
COMMUNITY
Coming soon – join our mailing list to be notified when the community forum launches.
Send us a message
Our support team typically responds within two business hours during working hours.
What users say about our support
“The step-by-step process was clearer than anything else I’ve used. Listing my crane took under an hour and the admin approval was done by the next morning.”
“Proxy bidding is a game changer. I set my max, went back to site and woke up to a notification that I’d won. Smooth from start to collection.”
“The thumbs-up system is clever. Neither side can rush the other – you only confirm when you’re genuinely satisfied. That protects everyone.”
Celeste Jacobs