Troubleshooting
The problems people actually hit, and what to do about each.
Signing in
If you signed up with email and password, you must click the confirmation link first. Until then the account exists but is not active.
They are single use and time limited. Request a new one.
Tell support and include the address you landed on. That is a misconfiguration on our side.
As long as the email address is the same, it is one account. If you used two different addresses, contact support before sending anything — your balance lives on one of them.
Packages
Check-in is a separate step and takes 1–3 business days after delivery. If it has been longer, the likely cause is a matching failure: the tracking number on your submission does not match the parcel, or it was addressed to the wrong name. Contact support with the tracking number.
Contact support immediately with the tracking number and the date. The goods are physically there but logged against nobody, and it is resolved by hand.
The surplus has nothing to match against. Tell support what you actually sent.
Either they were rejected on condition, or their UPC did not match a deal. The submission shows which lines were received. Rejected units are not paid and are not returned by default — ask support if you want them back.
Buying it from the carrier normally takes under a minute. If it is stuck, check that your profile address is complete — that is what the label needs a sender for. Then contact support.
Drop-offs
Retake it flat, in even light, with the entire receipt in frame including the barcode at the top. Glare on the barcode is the usual culprit.
The site on the receipt does not match what was approved. If the warehouse redirected you, contact support — the request has to be corrected on our side.
A drop-off number is single use. If you did not use it, tell support immediately.
Do not leave the goods. Contact support the same day with the warehouse and the time. An approved drop-off should always be expected.
Money
You need a payout method set up, a balance above zero, and no payout already in progress.
It goes only to the address on your account. Check spam. If you have lost the mailbox, contact support rather than opening a new account.
For Wise, the most common cause is the name not matching the receiving account — banks reject those days later. Contact support with the payout date.
Either fewer units checked in than you sent, or the deal price moved before arrival. Both are shown on the submission. See Price locks.
Still stuck
Use the chat bubble in the bottom corner of the app. Include the tracking number, drop-off number or payout date — it turns a long conversation into a short one.