Question 1

My scan is stuck or still pending

Accepted Answer

It's normal for a scan to show "pending" for a bit — especially for deeper pricing. On the web app the results page updates automatically when it finishes; on mobile, scans process in the background and you'll get a notification when it's done, so you don't need to stay on the screen. If a scan seems stuck much longer than usual, check your connection and try resubmitting with a clearer, well lit photo where the card fills the frame.

Question 2

I got no price or no comps

Accepted Answer

This usually means there aren't enough recent sales for an exact match yet, or the card's details aren't fully pinned down. Add the parallel, serial number, or autograph info and run Check Price with both a front and back photo for a deeper search. Very new releases may simply need more time to build sales history.

Question 3

I hit my monthly limit

Accepted Answer

Scan and research allowances reset every month. If you've used yours up, you can upgrade to a higher plan for a bigger monthly allowance — Premium and Pro both raise your limits. Your usage counter resets at the start of each calendar month (the 1st).

Question 4

My eBay connection expired

Accepted Answer

eBay connections need an occasional refresh. If the Store prompts you to reconnect or a listing action fails, reconnect your eBay account — on the web collect app from Settings, or on mobile by tapping Connect eBay (which opens your account settings in the browser). Your existing listings aren't affected.

Question 5

The app says I need to update

Accepted Answer

If you see an update prompt, grab the latest version from your app store. Updates bring new features and fixes and keep everything working smoothly. The web app updates automatically — just refresh if something looks off.

Question 6

The card was identified incorrectly — how do I fix it?

Accepted Answer

AI gets the vast majority of cards right, but if something's off you can fix it. Edit the card's details directly — player, set, parallel, serial — or re scan with a clearer, well lit photo where the card fills the frame. Pinning the exact card with the checklist picker also sharpens pricing.

Question 7

I'm not getting notifications

Accepted Answer

If notifications aren't coming through, check your notification preferences in the app to make sure the kinds you want are turned on — turning a type off silences both its push alerts and its inbox entries. On mobile, also confirm notifications are enabled for HobbyMonitor in your device settings; if push is off at the device level but a type is still enabled in the app, it will keep showing up in your in app inbox.

Troubleshooting

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