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, reach out to support@rocketvault.io.

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Upload & Processing Issues

Card stuck in "Processing" status

Cause: Processing takes 10–30 seconds per card. If a card has been processing for more than 5 minutes, it may have encountered an error.

Fix:

1. Refresh the page
2. If still stuck, go to the card detail page and click Reprocess
3. If reprocessing fails, try re-uploading 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 network timeout.

Fix:

1. Check the error message on the card detail page
2. Re-upload with a higher-quality image
3. Make sure the file is JPEG, PNG, or WebP format
4. If the issue persists, try a different photo of the same card

ZIP upload fails

Cause: ZIP file may be corrupted, too large for your plan, or contain unsupported file types.

Fix:

1. Check your plan's file size limit
2. Ensure the ZIP contains only image files (no nested folders)
3. Try creating a new ZIP with fewer files
4. Check for corrupted images in the ZIP

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Pricing Issues

"No Price Available" on a card

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

Fix:

1. Verify the card identification is correct (right player, year, set, parallel)
2. Try clicking Refresh Pricing — new data may have become available
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 may be stale.

Fix:

1. Double-check the card identification, especially the parallel/variant field
2. Compare with recent eBay sold listings
3. If the identification is wrong, edit the card details — pricing will refresh automatically

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eBay Connection Issues

"eBay Not Connected" error

Cause: Your eBay authorization may have expired or been revoked.

Fix:

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

Listing fails to publish

Cause: Common reasons include missing eBay policies (fulfillment, payment, return) or eBay category issues.

Fix:

1. Go to Settings > Integrations and verify your eBay policies are configured
2. Check the error message — it usually indicates what's missing
3. Ensure your eBay seller account is in good standing
4. Try publishing the listing again after fixing the issue

Listing status out of sync

Cause: eBay status changes (sold, ended, relisted) may not sync instantly.

Fix:

1. Click Refresh on the Listings page to pull latest status from eBay
2. For individual listings, click Sync on the listing detail page
3. Syncs can take a few minutes depending on eBay's API response time

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Account Issues

Can't log in

Fix:

1. Double-check your email address
2. Use Forgot Password to reset your password
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. Go to Settings > Billing
2. Check your payment method is up to date
3. If your payment failed, update your card and the subscription will reactivate
4. Contact support@rocketvault.io for billing disputes

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Performance Issues

App is slow to load

Fix:

1. Clear your browser cache
2. Try a different browser (Chrome/Firefox recommended)
3. Check your internet connection
4. If you have 10,000+ cards, use filters to narrow the view rather than loading all cards

Images not loading

Fix:

1. Refresh the page
2. Check your internet connection
3. Try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R)
4. 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. Email support — Contact support@rocketvault.io 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