Troubleshooting

This page collects the issues we see most often in support, with the exact fix. If you do not see your problem here, email 11sosam11@gmail.com.

"eBay connection expired" banner

What it means. Your eBay refresh token has expired or been revoked. This happens automatically every eighteen months, or sooner if you revoked our access from your eBay account settings.

Fix. Click the banner, which routes you to Settings → eBay, and click Reconnect. eBay will recognize you and walk you through a short reconsent. Your historical data is preserved; only the live link is restored.

Magic-link email never arrives

What it means. Most often the email is in spam. Less often, our mailer (Resend) is rate-limiting your address because of past bounces.

Fix.

1. Check spam. The sender is no-reply@austinscomiccollection.com.
2. Add that sender to your contacts and request a new link.
3. If still missing, wait sixty seconds and request again — we rate-limit to one link per minute per address.
4. Persistent failures: email 11sosam11@gmail.com from a different address and we will manually verify.

"Too many requests" on sign-in

What it means. You requested more than three magic links in five minutes. We block further attempts to prevent abuse.

Fix. Wait five minutes and try again. The block lifts automatically.

"Last synced" badge is stuck red

What it means. The most recent sync attempt errored. Hover for the error message; common causes:

• eBay token expired (see "eBay connection expired" above).
• eBay API is having an outage (check status.ebay.com).
• A specific listing on your account has malformed data that crashes our parser.

Fix. Click the badge to force a manual sync. If the error is "parse failure on listing X", screenshot the message and email us — we will fix the parser and back-fill your sync.

Sync runs but no new sales show up

What it means. Your eBay account does not have orders newer than your last sync, OR the orders are below our minimum-amount filter (rare; only matters if you set a custom filter).

Fix.

1. Confirm on eBay that the orders exist.
2. Go to Settings → eBay → Run sync now to force a full re-pull of the last 30 days.
3. If orders still do not appear, email us with one specific eBay order number — we will trace it through our logs.

Import shows "0 rows imported"

What it means. Every row in the CSV failed validation. Common causes: column headers are not in row 1, the file is actually a TSV not a CSV, or every row has a missing title.

Fix.

1. Open the rejects CSV from the import detail page.
2. Look at the rejection reason on each row.
3. Fix in your source tool and re-export.

If the file looks fine and we still reject it, email it to us and we will add a parser case.

eBay listings appear in the app but not on eBay

What it means. Almost always this is a Draft we created but never published, or a cached row from before you ended the listing on eBay.

Fix.

1. Filter Inventory by status = Draft. Delete or publish.
2. Run a manual sync. Cached rows are reconciled.

I cannot upgrade — Stripe checkout fails

What it means. Either your card was declined, or your account is in a state that prevents new subscriptions (rare; usually fraud screening).

Fix.

1. Try a different card or payment method.
2. If you see "subscription_blocked" or similar, email us — we will check your account manually within one business day.

I downgraded but still have access to Pro features

What it means. Cancellation takes effect at the end of the current billing period; you keep Pro until then.

Fix. Nothing — this is by design. You can confirm the cancel-at-period-end date in Settings → Billing.

I deleted my account but I still get emails

What it means. Your email was queued for delivery before the deletion ran. Up to 48 hours of trailing transactional email is possible.

Fix. Mark as spam, or wait 48 hours. We do not send marketing email at all (only transactional), so the volume drops to zero permanently after the queue drains.

My data looks wrong / numbers do not match eBay

What it means. Almost always there is a sync gap, a deleted ledger entry, or a custom cost basis that does not match what eBay shows. The Income Statement and Tax Report aggregate from many sources, so a mismatch usually traces back to a single bad row.

Fix. Use the Reconciliation view (Reports → Reconcile) — it diffs every order between eBay and our copy and highlights mismatches. Most users resolve a discrepancy in 2-3 minutes here.