Troubleshooting

Sign-in issues

"Unable to log in with provided credentials"

• Double-check your username and password. Passwords are case-sensitive.
• If you signed up with Sign In with Apple, use that method instead of username/password.
• Try resetting your password from the sign-in screen.

Sign-in loop (keeps asking to sign in)

• This can happen if your token was invalidated. Sign in again normally.
• If it persists after signing in, force-close the app and reopen.
• As a last resort, delete and reinstall the app, then sign in again. Your data is stored on the server and will reload.

Sign In with Apple not working

• Make sure you're using the same Apple ID you originally signed up with.
• Check that Settings → Apple ID → Sign-In & Security → Sign In with Apple shows Instica in the list.
• If you previously revoked access to Instica, you may need to create a new account or contact support to relink.

SMS verification code not arriving

• Check that you entered the correct phone number, including country code.
• Wait at least 60 seconds before requesting a new code.
• Check your spam/blocked messages filter.
• Try a different phone number if available.

Marketplace sync issues

Marketplace connection shows as disconnected

• OAuth tokens can expire. Go to More → Marketplace Connections and reconnect.
• Check that your marketplace account is still active (not suspended or restricted).
• If you recently changed your marketplace password, reconnecting will fix this.

Orders not showing up

• Orders sync periodically — wait a few minutes and pull to refresh on the Sales tab.
• Confirm the marketplace connection is active.
• Only orders for items managed through Instica are synced. Direct marketplace sales without Instica involvement may not appear.

Inventory counts don't match marketplace

• If you made changes directly on the marketplace (not through Instica), the data may be out of sync.
• Reimport from the marketplace to resync. This adds new items and updates existing ones without creating duplicates.

Listing errors

"Subscription required" when listing

• An active subscription is required to list items. Go to More → Subscription to subscribe or renew.
• If you just subscribed, wait a moment and try again — it can take a few seconds for the subscription to activate.

"Address required" when listing

• You need a primary shipping address before listing. Go to More → Organization Settings → Addresses to add one.

Listing failed with marketplace error

• Tap the error message to see details from the marketplace.
• Common reasons: missing required fields (category, condition), photos too small, or description violating marketplace policies.
• Fix the issue and tap Retry to attempt listing again.

Item listed but not appearing on marketplace

• Marketplace processing can take a few minutes. Wait and check again.
• Some marketplaces have review processes for new sellers that may delay listings.
• Check the listing status in the item detail — if it shows "Listed" in Instica but isn't visible on the marketplace, the marketplace may be processing it.

Import problems

Import is stuck or very slow

• Large inventories (hundreds or thousands of items) take time to process. The import runs on the server, so you can close the app and check back.
• If progress hasn't moved in more than 30 minutes, try restarting the import.

Items failed to import

• Check the import progress screen for a list of failed items with error details.
• Common causes: missing title on the marketplace side, unsupported item format, or incomplete listing data.
• Use Retry Failed to reattempt after fixing issues on the marketplace.

Duplicate items after import

• During import, Instica tries to match items to existing products by catalog number and UPC. If no match is found, a new product is created.
• You can merge duplicate products manually: open the product and look for merge options, or contact support for bulk deduplication.

Photo upload issues

Photos aren't uploading

• Check your internet connection. Photo uploads require a stable connection.
• Make sure the app has permission to access your camera and photo library (Settings → Instica Inventory → Photos).
• Very large photos are automatically compressed, but extremely high-resolution images may take longer.

Photos look low quality on marketplace

• Take photos in good lighting — natural light or a well-lit room.
• Hold the camera steady or use a flat surface.
• Each marketplace has minimum photo size requirements. Instica uploads photos at a resolution suitable for all platforms.

Subscription issues

Subscription not recognized after purchase

• Apple subscription purchases can take a few seconds to propagate. Close and reopen the app.
• Check Settings → Apple ID → Subscriptions to confirm the purchase went through.
• If you subscribed through the web (Stripe), make sure you're signed into the same Instica account on the app.

Can't restore a past subscription

• Go to More → Subscription and look for a "Restore Purchases" option.
• Subscriptions purchased through Apple can only be restored on the same Apple ID.

Performance issues

App is slow or unresponsive

• Force-close the app and reopen.
• Make sure you're running the latest version of the app from the App Store.
• Check that your device has available storage.
• With very large inventories (10,000+ items), some operations may take longer. Use search and filters to narrow results.

Barcode scanner not working

• Make sure the app has camera permission (Settings → Instica Inventory → Camera).
• Ensure the barcode is well-lit and not damaged.
• Try holding the camera at different distances — too close or too far can prevent scanning.

Contacting support

If your issue isn't resolved by the steps above, contact Instica support directly from the app:

1. Go to More → Help & Support.
2. Tap Contact Support.
3. Describe your issue with as much detail as possible.

What to include in your support request

The more detail you provide, the faster we can help:

• Your account email address
• The specific item or product UIDs affected (found in the item detail screen)
• What you were trying to do and what happened instead
• Any error messages you saw (screenshots are helpful)
• Your device model and iOS version