Most Bookvault problems come with a sentence on screen that says what's wrong and what to do next. Find the heading below that matches what you're seeing. If an order is waiting in Needs you, start with "Fix a Bookvault order that needs you". It walks through each status and its fix.
I can't see Bookvault under Integrations
Open your profile menu and choose Integrations.
Choose the Fulfillment filter and look for the Bookvault card.
If there's no Integrations in your profile menu, you're signed in as a team member who can't change account settings. Only the account owner or an Admin can see it.
If the card says "New Bookvault connections are currently unavailable.", you can't start a new connection right now. Chat with us if you need one. You can also reach the card from the Print with Bookvault panel or its learn-more page, which has a Connect Bookvault button for the account owner and Admins.
One easy mix-up: the Fulfillment button on your order forms list opens the event pack-and-collect desk, not Bookvault.
Connect isn't finishing
Pressing Connect opens Bookvault's sign-in in a new tab. Finish there, then come back. The Beventi page updates by itself and the card turns Connected. While it waits, it says "Finish connecting in the new tab. This page updates when you're done."
No new tab opened. Your browser may have blocked it, so Beventi opens Bookvault in the same tab instead. Sign in there and you'll come back to Beventi.
It keeps waiting. Press Cancel on the card, then Connect again, and finish the Bookvault sign-in in one go.
You see a message instead. Each one says what to do:
"That Bookvault link expired. Press Connect to start again." Press Connect and finish without a long pause.
"Bookvault did not grant every permission Beventi needs." Press Connect again and allow them all.
"We could not reach Bookvault just now." or "Bookvault did not finish connecting your account." Wait a minute and try again.
"Beventi could not confirm that Bookvault account, so nothing was connected. Press Connect here to connect it." Press Connect on the Bookvault card in Beventi, not from inside Bookvault.
"That Bookvault account did not match your connection. Nothing was connected. Try again." Press Connect again and sign in to the Bookvault account you meant to use.
"Your earlier Bookvault connection still has orders in progress, so Beventi cannot connect a new one yet." Try again once those orders are finished, or contact Beventi support if it can't wait.
If the card says Needs confirming, a connection was started from Bookvault's side and is waiting for your yes. Press Review. If you started it from your own Bookvault account, press Connect it. If you didn't, press Not mine.
The card says "Action needed", or you got a "Reconnect Bookvault" email
This means Beventi can no longer sign in to your Bookvault account. You'll see "Beventi can no longer sign in to your Bookvault account, so paid orders are not being sent to print. Reconnect it to start sending again." or "Bookvault no longer accepts Beventi's key. Reconnect Bookvault to keep sending orders."
Your orders are safe. New paid orders wait in Beventi, and your links and settings stay as they are. Until you reconnect, shipping updates for orders Bookvault already has can't reach your readers. The same message shows on your Bookvault pages, with a Reconnect Bookvault button.
Press Reconnect on the card, or Reconnect Bookvault on the banner or in the email.
Sign in to the same Bookvault account in the new tab. If you connect a different Bookvault account, you may need to link your products again.
Once the card says Connected again, open Orders and check Ready to send and Needs you. Press Send or Try again on any order that waited while you were disconnected.
We send the email once per problem. If it isn't fixed, it may come again after a week. For more, see "Disconnect or reconnect Bookvault".
An order didn't go to Bookvault
Open Bookvault > Orders and check where it is.
Ready to send: it's waiting for you to press Send. The row, or the Fulfillment card on the order's Shipping tab, says why, for example:
Automatic fulfillment is switched off in Bookvault > Settings, so every order waits for you.
"Sends to Bookvault automatically" with a time, because you set a wait before sending.
"You held this order. It goes to Bookvault only when you send it."
"Not sent automatically: event preorders stay with you." or "Not sent automatically: wholesale orders stay with you."
"This order includes a product you offer signed." or "The reader paid for a courier service."
"You ship items on this parcel, so Bookvault's part waits for you."
Needs you: it's on hold. See "Fix a Bookvault order that needs you".
Not listed at all: an order only goes to Bookvault when it's paid in full and its books are linked and printable. Check for a book that isn't linked or shows Unavailable on the Products page. Event preorders, wholesale orders and orders with a book you offer signed usually aren't listed in Ready to send, so open the order's Shipping tab, where the Fulfillment card says why, and use Send to Bookvault there. Pickups never go to Bookvault. If you got the email "Link a few more products to print them with Bookvault", press Link these products. That order stays yours to ship as usual.
For how sending works, see "How reader orders are sent to Bookvault".
A team member can't send orders
Connecting, changing settings, linking books, sending, approving, retrying, withdrawing and placing stock orders are for the account owner and Admins only. An Assistant can see an order's Bookvault status and reason on the order's Shipping tab, but no buttons. Before an order is sent, they'll see "Only the account owner or an admin can send this order to Bookvault." in place of Send. If they open the Bookvault pages, they're taken back to the dashboard.
Bookvault costs show to the account owner, Admins and Assistants. If a teammate needs to send orders, approve prices or place stock orders, give them the Admin role. See "What is the Admin Role?" and "What is the Assistant Role?".
A stock order was refused
Stock orders are placed from the order form's Stock Needed tab. On the Needed sub-tab, press Order stock to open the full-screen order page. Choose your books and Deliver to, then press Get quote. The message tells you what to change:
"There is no live connection to your print provider. Reconnect it and try again." shows when you open the page. Press Open Bookvault and reconnect.
"Beventi can no longer sign in to your Bookvault account. Reconnect Bookvault, then get a quote again." Reconnect, then press Get quote again.
"Bookvault does not print to that address. Try a different destination." Change Deliver to.
"Bookvault could not price this order. Check the address and that each item is still available at Bookvault, then get a quote again."
"Beventi could not reach Bookvault for a quote. Try again in a moment."
"Sending orders to Bookvault is paused on Beventi right now. Try again later." There's nothing to fix on your side.
"Your order changed. Get a new quote." Press Get quote again.
"Bookvault cannot supply these" lists books that aren't linked. Press Match them up (owner and Admins).
"Only the account owner or an admin can place this order." You can look at a quote, but ask the owner or an Admin to place it.
Wholesale and ticket order forms can't order stock, so ordering stock isn't offered for them.
If a stock order you already placed shows "Waiting on you.", find it in the Stock orders list on the Order stock sub-tab and follow its Review in Bookvault orders link (owner and Admins only). The fixes are the same as for reader orders. See "Order printed stock from Bookvault" and "Track your stock orders and mark them received".
Costs look out of date or missing
Cost on the order form's Products tab (in the edit screen) is Bookvault's per-copy printing price from when you linked the book. It shows as Cost ≈ when it's converted to your form's currency. It isn't updated after that, and it doesn't include delivery, so treat it as a guide. Hover over it to see "Billed per copy" in Bookvault's own currency.
The printing "about" figure when you order stock uses the same stored prices. It says "Billed by Bookvault" when there's no stored price.
On an order, "Waiting for Bookvault's figures" means Bookvault hasn't reported its total yet. The figure is labeled "Estimate", "Order total" or "Invoiced" so you know how final it is.
If you see no costs at all, the Bookvault figure may not be in yet. Bookvault reports its totals after it has the order.
Your Bookvault account always has the real bill. See "Understand Bookvault costs and who pays".
When to contact us
Choose Chat with us in your profile menu if:
The Bookvault card says new connections are unavailable and you need to connect.
A connect message asks you to contact Beventi support.
A banner keeps saying sending orders to Bookvault is turned off.
An order keeps saying "Beventi has no reason it can show you" after you've tried again.
Your problem isn't listed here.
Include the order number and the exact message you see, and we'll take it from there. If the email we sent you says "Need a hand? Reply to this email and we'll help.", replying works too.
FAQ
Why can't I find Bookvault in Beventi?
Look under profile menu > Integrations > Fulfillment, signed in as the account owner or an Admin.
Bookvault says "Action needed". Are my orders lost?
No. New paid orders wait in Beventi until you reconnect. Press Reconnect, sign in to the same Bookvault account, then press Try again on held orders.
My order was paid but nothing was printed. Why?
Look in Bookvault > Orders. It's either in Ready to send waiting for Send, in Needs you with a reason, or it has a book that isn't linked to Bookvault.
Why can't my Assistant send or approve Bookvault orders?
Sending, approving, retrying, withdrawing and placing stock orders are for the account owner and Admins. Assistants can see an order's status and costs.