Troubleshooting

Troubleshooting

Common problems and how to fix them. If something here does not match what you are seeing, use the Report Problem button on the affected order or email so the team can look at it.

My emails are not being processed

Symptom

You have connected an inbox or forwarding address but no orders are showing up.

Work through these in order:

1. Open Settings and confirm polling is enabled for the connected account. A paused account does not fetch anything.
2. Check the last poll status on the account. If it shows an error, reconnect to re-authorise. See Connecting your email.
3. If you use forwarding, confirm the forwarding rule in your email provider is active and pointed at your exact Seller Oracle address.
4. Open the Email log and look for entries with a Failed status. The email may have arrived but stopped during processing.
5. Use Get Emails in Settings to trigger an immediate fetch rather than waiting for the next automatic poll.

If your trial has ended and you have not subscribed, processing is suspended until you subscribe. See I cannot log in below and Billing and trial.

An order has the wrong data

Symptom

Seller Oracle read an email but a figure, quantity, retailer, or reference is wrong.

1. Open the order and check the Email Trail to see the original email it came from.
2. Edit the wrong values directly on the order. Totals, currency, quantities, unit prices, the order reference, SKUs, and ASINs are all editable inline. Every financial edit is logged in the Correction History. See Orders.
3. If you would rather flag it than fix it, click Report Problem and describe what is wrong.
4. If the email was classified as the wrong type, open it in the Email log and use Reclassify to force the correct type and reprocess.

An order appears twice

Symptom

The same purchase shows as two orders.

A retailer sometimes sends more than one confirmation email, which can create a duplicate. Open the duplicate and hide it. Hidden orders are soft-deleted, so they drop off your list and stop counting towards spend, but nothing is lost and you can restore them from the Hidden tab. See Orders.

Reclassify & Reprocess is temporarily unavailable

Symptom

You want to reprocess an email but Reclassify & Reprocess is greyed out and will not respond.

The button has a five-minute cooldown after the last processing attempt. Wait a few minutes and try again. Failed emails are also retried automatically in the background.

Google shows an "unverified app" warning

Symptom

When you connect Gmail, Google shows a security screen calling the app unverified or unsafe.

This is expected while Seller Oracle is going through Google's verification process. Click Advanced, then Go to Seller Oracle, to continue. The connection still uses OAuth, so Seller Oracle never sees your Google password, and your tokens are encrypted. See Connecting your email.

Connecting Outlook fails

Symptom

You finish the Microsoft sign-in but Seller Oracle sends you back with an error instead of a connected account.

There are two common causes:

• A permission was declined. Seller Oracle needs permission to read and categorise your email. If you unticked anything on the Microsoft consent screen, you get a message asking you to reconnect and accept all permissions. Run the connection again and leave every permission ticked.
• Offline access was not granted. Seller Oracle needs offline access to stay connected after the first hour. If Microsoft does not grant it on a brand-new connection, you get a message about offline access. Reconnect and accept all permissions.

If the connection keeps failing on a personal Microsoft account, try again from the Settings page. See Connecting your email for the full setup.

Amazon connect shows "coming soon"

Symptom

The Amazon section of Settings reads "Amazon integration is coming soon" and there is no Connect button.

The Amazon integration is being rolled out gradually and access is controlled by an allowlist. If your account is not switched on yet, the section shows the coming-soon message instead of the connect button. There is nothing to fix. Your account will be enabled in due course. See Listing on Amazon.

A foreign order is not counting in my spend

Symptom

An order in EUR or USD shows on your list but does not appear in your spend totals on the dashboard or Analytics.

Spend totals are summed in your home currency. A foreign-currency order only counts once it has a home-currency figure. That figure comes from either the daily exchange rate or the real amount you typed in yourself.

If no exchange rate is available for that currency and date yet, the order has no home-currency value and is left out of spend until one is. Your dashboard shows a count of these unconverted orders. You can fix any single order straight away by opening it and entering the actual amount your bank charged in the Settled field. That settled figure counts immediately and is more accurate than the rate. See Multi-currency.

I cannot log in

Symptom

Your email and password are correct but Seller Oracle will not let you in.

Sign-in is blocked for one of these reasons:

• You are on the waitlist. A new account is not active until it has been switched on. You can sign in once your account is activated. See Getting started.
• Your email address is not confirmed. Open the confirmation email from sign-up and click the link. Until you confirm, you cannot log in.
• Your trial has expired and you have not subscribed. Once the 30-day trial ends with no active subscription, access is paused until you subscribe. Your data is kept. See Billing and trial.
• You started deleting the account. Deletion has a 14-day grace period during which sign-in is blocked for everyone on the account. If this was a mistake, contact support within the 14 days to restore it before the data is removed.

If none of these apply and your account was working before, reset your password from the login page. If that does not help, contact support.