Troubleshooting

Overview

Running into issues? This guide covers the most common problems and how to resolve them. If you can't find a solution here, contact us.

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Upload & Processing Issues

Card stuck in "Processing" status

Cause: Processing typically takes 10–30 seconds per card. If a card has been processing for more than 5 minutes, the worker likely hit an error.

Fix:

1. Refresh the page (mobile: pull down to refresh).
2. Open the card detail page and click Reprocess.
3. If reprocessing fails, re-upload the card with a clearer image.

Card shows "Error" status

Cause: The image couldn't be processed. Common reasons: corrupted file, extremely low resolution, unsupported format, or a Gemini timeout.

Fix:

1. Check the error message on the card detail page.
2. Re-upload with a higher-quality image (at least 800×600).
3. Confirm the file is JPEG, PNG, or WebP.
4. If the issue persists, try a different photo of the same card.

ZIP upload fails or /zip/status returns 404

Cause: ZIP file is corrupted, exceeds your tier's batch limit, or contains nested folders / unsupported file types. (A regression that returned 404 during normal processing was patched in early 2026.)

Fix:

1. Check your plan's per-batch limit — Free has no bulk upload, Collector is 50, Seller is 500, Pro / Enterprise are unlimited.
2. Make sure the ZIP contains image files at the top level (no nested folders).
3. Try a smaller ZIP and confirm the issue isn't a single corrupt file.

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Pricing Issues

"No Price Available" on a card

Cause: The card wasn't found in RocketVault Pricing, and no eBay comparison data was available.

Fix:

1. Verify the card identification — right player, year, set, parallel.
2. Click Refresh Pricing on the card detail page.
3. Set a manual price based on your own market research.
4. Very recent or very obscure cards may take time to get pricing data.

Price seems too high or too low

Cause: Card may be misidentified (wrong parallel, wrong year) or market data is stale.

Fix:

1. Double-check the parallel/variant field — this is the #1 cause of pricing errors.
2. Compare with recent eBay sold listings.
3. Edit the card details — pricing refreshes automatically on save.

"Use Suggested Price" button does nothing

Cause: Earlier in 2026, undefined mutation refs caused this button to be a no-op on the card detail page.

Fix: Should be resolved on dev and prod. If you still see it, refresh the page; if it persists, contact us with your card ID.

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eBay Connection Issues

"eBay Not Connected" error

Cause: Your eBay authorization expired or was revoked.

Fix:

1. Go to Settings → Integrations.
2. Click Disconnect on the eBay card, then Connect again.
3. Re-authorize RocketVault on eBay's login page.

Listing fails to publish — "Invalid access token" or empty policy errors

Cause: Your eBay account isn't fully provisioned for selling. RocketVault publishes through eBay's Sell APIs, which require a complete seller setup.

Fix:

1. Open Settings → Integrations and check the seller-prerequisites callout at the top of the panel.
2. Confirm on eBay that you've finished seller registration (identity, bank, tax info).
3. Opt into Business Policies with at least one fulfillment, payment, and return policy.
4. Set a shipping-from (merchant) location on your eBay account.
5. Reconnect to RocketVault using the Switch Account button to refresh your policy list.

Listing fails — shipping policy errors

Cause: No fulfillment policy is selected, the selected policy was deleted on eBay, or you're trying to use eBay Standard Envelope ($0.74) without enrolling in the program.

Fix:

1. In Settings → Integrations → eBay Settings, pick a fulfillment, payment, and return policy from the dropdowns.
2. If you see eBay Standard Envelope rates being charged at the higher non-program rate, enroll in the program at eBay's Shipping preferences page (link is in the panel).
3. Hit Sync Now to refresh your policy list if a policy you just created on eBay isn't showing up.

Shipping rule isn't routing cards

Cause: The shipping-rule banner says "Rule isn't active yet" — every required field has to be filled before the resolver applies it.

Fix: The rule needs all five: threshold price, under-service, under-cost, over-service, over-cost. Until every field is set, publishes fall back to the bulk-publish form's shipping picker. Free shipping is a valid value — toggle the Free checkbox on either branch to lock cost at $0.

Listing status out of sync

Cause: eBay status changes (sold, ended, relisted) don't sync instantly.

Fix:

1. Open the Cards page and switch to the Active tab — click Sync Now in the eBay settings panel for an on-demand pull.
2. For individual listings, open the listing detail page and click Sync.
3. Status syncs can take a few minutes depending on eBay's API response time.

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Refresh Stale Listings Issues

Auto-refresh isn't running

Cause: Auto-refresh is opt-in per-account and tier-gated.

Fix:

1. Go to Settings → Integrations and expand the eBay settings panel.
2. Confirm the Auto-refresh stale listings toggle is on.
3. Pick a strategy (title_only, price_sync, or both).
4. The sweep runs once a day at off-peak hours. Check the Last run timestamp — if it's recent and your today-count is 0, you have no eligible listings (zero-view, ≥14 days old).

Hit my daily refresh cap

Cause: Each tier has a daily auto-refresh cap (Seller 50/day, Pro+ 250/day) to keep eBay API usage predictable.

Fix: Manual refreshes (single or bulk) are independent of the auto-refresh cap. Use the Refresh action on individual listings or kick off a manual sweep from the Refresh Activity widget on the dashboard.

Hard refresh changed my eBay item ID

Expected. Hard refresh is end-and-relist by design — it creates a brand-new eBay item ID so analytics, watchers, and the listing URL all reset. If you don't want that, use soft refresh (auto-refresh's default) — it revises the listing in place.

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Cards Page Issues

Bulk publish is greyed out

Cause: A guard blocks bulk publish until cards meet baseline requirements (price, image, identification fields).

Fix: Check the warning banner above the bulk action bar — it lists which fields are missing on which cards. Use Quick Edit on the orange attention chip to fix the flagged fields, then re-select.

Consolidate Duplicates does nothing

Cause: No duplicates were detected, or your tier doesn't include duplicate consolidation.

Fix:

1. Duplicate consolidation is available on Collector and above.
2. The action runs across your selected cards — select the cards you suspect are duplicates first.
3. The preview modal shows what would be merged. If the preview is empty, RocketVault didn't find a high-confidence duplicate match.

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Account Issues

Can't log in

Fix:

1. Double-check your email address.
2. Use Forgot Password to reset.
3. If you signed up with Google, use Sign in with Google.
4. Clear browser cache and cookies, then try again.

Subscription issue

Fix:

1. Open Settings → Billing.
2. Verify your payment method is current.
3. If your last payment failed, update your card and the subscription reactivates.
4. Contact us for billing disputes.

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Performance Issues

App is slow to load

Fix:

1. Clear your browser cache.
2. Try Chrome or Firefox.
3. Check your internet connection.
4. If you have 10,000+ cards, use filters to narrow the view rather than loading everything at once.

Images not loading

Fix:

1. Refresh the page.
2. Try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R).
3. If specific images consistently fail, re-upload them.

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Still Need Help?

If none of the above solutions work:

1. Ask RocketAI — Use the Ask RocketAI widget on this page.
2. Contact support — Reach out via our contact form with details about the issue.
3. Include details — Share what you were doing, what happened vs. what you expected, and any error messages you saw.