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 it has been more than five minutes, the card may need another attempt.

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 temporary card-reading 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ZIP upload says the uploader is out of date

Cause: ZIP upload is available in the RocketVault web app, not the installed mobile apps.

Fix:

1. Open the current RocketVault web app; ZIP upload is included for every account.
2. Upload the ZIP there, or use individual images / Multi-Card Scan in the installed mobile app.
3. Keep front and back filenames paired (for example, card001_F.jpg and card001_B.jpg).
4. Check the Bulk Uploading Images & ZIP Files guide for card-count and ZIP-size limits.

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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

Fix: Refresh the page and try once more. If it still does not apply the price, contact us with the card so we can investigate.

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eBay Connection Issues

"eBay Not Connected" error

Cause: Your eBay authorization expired or was revoked.

Fix:

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

Listing fails to publish — connection or policy error

Cause: Your eBay seller setup is incomplete.

Fix:

1. Open Settings → Connections and check the seller-prerequisites callout at the top of the eBay panel.
2. Confirm on eBay that you've finished seller registration (identity, bank, tax info).
3. If RocketVault shows Open eBay Business Policies, select it, opt into Business Policies, and create at least one fulfillment, payment, and return policy.
4. Set a shipping-from (merchant) location on your eBay account.
5. Return to Settings → Integrations and select Refresh policies (reconnect only if eBay asks you to authorize again).

Listing fails — shipping policy errors

Cause: No fulfillment policy is selected, the selected policy was deleted on eBay, or you chose eBay Standard Envelope without enrolling in that eBay program.

Fix:

1. In Settings → Connections → eBay, 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 is not choosing the expected profile

Cause: The shipping-rule banner says "Rule isn't active yet." Every required field must be filled in before RocketVault can use the rule.

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. A large account can also receive only part of its listing history on the first attempt. RocketVault waits for a complete answer instead of treating unseen listings as ended.

Fix:

1. Pause new listings until the sync finishes. Don't manually relist cards that look wrong; doing so can create duplicates.
2. Open the Cards page and switch to the Active tab, then click Sync Now in the eBay settings panel. This checks active, ended, and sold listings again.

If an auction has a winner but is not paid, the card appears under AWAITING PAYMENT, not Available. Do not relist or delete it. If the buyer pays, sync moves it to SOLD; if the order is cancelled, the card returns to Ready for Listing. If you relisted an unsold card directly on eBay, run Sync—RocketVault reconnects it to the same Vault card. 3. For an individual listing, open its detail page and click Sync. 4. Status syncs can take a few minutes. If many listings still disagree after one completed sync, contact us. Support can compare the records safely before making any correction.

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Refresh Stale Listings Issues

No listings show as eligible for refresh

Cause: Eligibility is computed daily — a listing qualifies with 0 views in the last 30 days, age ≥ 14 days, and no soft refresh inside the 14-day cooldown.

Fix:

1. Open the Refresh tab on the Cards page — it lists everything currently eligible for soft and hard refresh.
2. If the sections are empty, your active listings are getting views or are still inside the cooldown — nothing needs refreshing yet.
3. Confirm the listing is active. If it meets the rules but still does not appear, contact support.

Hit my daily refresh cap

Cause: Each account has a daily refresh cap of 500 combined refreshes, including up to 50 hard refreshes, so eBay can process them reliably.

Fix: The counter resets at 00:00 UTC. If you select more listings than the remaining number, RocketVault refreshes the first group and marks the rest as skipped so you can pick them up tomorrow. The remaining number appears in the Refresh tab header and the bulk toolbar.

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 search placement, analytics, watchers, and the listing URL all reset. If you don't want that, pick Soft refresh in the Refresh dialog (the default) — it updates the listing in place.

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Cards Page Issues

Bulk publish is greyed out

Cause: RocketVault pauses bulk publishing when a card is missing a price, photo, or required identification detail.

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 likely duplicates were found in the cards you selected.

Fix:

1. Duplicate consolidation is included for every account.
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 the same sign-in method you used when you created the account. A Google or Apple account does not automatically have a separate RocketVault password—choose Continue with Google or Continue with Apple instead.
3. If you signed up with email/password, use Forgot Password to reset it.
4. Signing out on one device does not sign you out of your other devices.
5. Clear browser cache and cookies, then try again.

Subscription issue

Fix:

1. Open Settings → Plan & Billing.
2. Verify your payment method is current.
3. RocketVault subscriptions are retired, so an older payment state never locks product access. If you still see a billing warning, refresh the app and contact support so we can check the old billing record.
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. You'll receive a confirmation email when RocketVault has accepted your message.
3. Include details — Share what you were doing, what happened vs. what you expected, and any error messages you saw.