Troubleshooting

Troubleshooting

Common problems and how to fix them. If something here does not match what you are seeing, open the affected order and use Report an issue under More 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.

On the free plan the AI reads up to 10 new orders a month, and on Starter up to 50. Once the month's allowance is used, new order emails wait unread, and the Orders page shows how many are waiting. Move to Plus from the Plan & billing page and they are read within minutes. A free account where nobody has signed in or used an AI assistant for 30 days is paused until someone signs in or uses an AI assistant, and one that reaches its monthly AI usage limit waits for the next month. See 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 look at its Journey: each email it came from sits under its step, and the label on each email says what Seller Oracle read, worked out or wasn't sure about. On an older order, its Import notes in Paperwork and notes say the same.
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 recorded in the order's History.
3. If you would rather flag it than fix it, click More and Report an issue on the order, tick what is wrong and send the report.
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.

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.

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 the daily exchange rate, or from the real amount you typed in yourself or a card export you uploaded.

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, or fill in many at once by uploading your card export. 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:

• Your account is not active yet. New accounts are switched on when you confirm your email address. If you have confirmed and sign-in still says your account is not active, contact support. 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.
• 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 your account is on the free plan, sign-in is not affected. When a trial ends without a subscription, or a subscription is cancelled or could not be paid, you can still sign in, see all your orders and expenses and add orders by hand, and the AI keeps reading up to 10 new orders a month.

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.