15.1 API Key / Connection Errors
"API Key No Longer Valid" is a common error that occurs when a marketplace connection expires (they expire every few months for security).
Go to Account Settings > Integrations (recommended) or go to List Selected screen.
Find the marketplace showing the error (eBay, Whatnot, Shopify, Walmart, etc.).
Click Refresh or Re-connect.
Log in to the marketplace and Approve the connection again.
Return to Mascot — status should now show Connected.
15.2 eBay Listing Errors
Invalid Shipping Package: Go to Package Template under eBay policies and set to Large Envelope.
Auction Payment Error: eBay auctions cannot require immediate payment without a fixed price. Disable that setting for auctions.
eBay listings not syncing or publishing: Check marketplace settings, sync rules, and publication settings. If you are experiencing issues with syncing eBay purchases into Mascot, follow these steps:
Navigate to the Sales Channels section in Mascot.
Locate the eBay tile and click the three dots in the corner.
Select Refresh API Key from the dropdown menu. After refreshing the API key:
Monitor your inventory to ensure that new purchases from eBay are syncing correctly.
Allow some time for the system to process the updates. If refreshing the API key does not resolve the issue:
Manually add the missing items to your Mascot inventory to fill any gaps.
Continue to monitor subsequent purchases to confirm that syncing issues have been resolved.
15.3 AI Scanning / Import Errors
"Error: 2 errors trying to extract constituents from your input images": Issues with flatbed auto-crop due to differing detections on front/back images. Ensure clean spacing and alignment between scans. Use the 'Single Items' upload option as it works more reliably than the flatbed setting for troublesome images. Autocropping (triggered by 'Flat Bed Scanner' setting) is only needed for images with multiple items.
Images not zooming (magnifying glass issue): This is a legacy Slabfolio issue. Fix: right-click the image > Save Image As > drag the saved image into the edit page > delete the original.
15.4 Mascot Network Issues
Sync not staying lit / shipping address issue: Go to Sales Channels > Mascot Network > 3 dots > Review Integration > Shipping Profile > Update Ship From Address. Save and Sync again.
Items not appearing on Walmart: Walmart requires sufficient product information for compliant listings. Ensure all required fields are complete. Also, only Sports Cards, TCG, non-sports cards, and Sealed Boxes are currently supported through the Walmart integration. It can take up to 6 hours for products to reach Walmart after submitting.
Label not yet available after a sale: Some marketplaces don't make shipment info available immediately. No penalty for this delay — you'll receive an email when the label is ready.
15.5 Tags Not Saving
If deleting a tag keeps coming back: Try clearing your browser cookies and cache, then reload the page. If the issue persists, contact support.
15.6 Bulk Updates Not Taking
If bulk updates (e.g., shipping weight) aren't applying: The backend may be processing large requests from other users simultaneously. Try to update again. For urgent issues, contact support.
15.7 Finding Unlisted Cards
Apply the 'Is Listed' filter, then toggle it to 'exclude' — this shows all cards NOT currently listed. You can do this with any filter to create complex inventory views.
400 Bad Request “Rate Limit”
When adding certification numbers, the sync may fail with a 400 Bad Request “Rate Limit” error.
Recommended Steps
If you see the rate limit error, go back to the certification number sync page.
Click the Select Authenticator dropdown.
Instead of using Detect Automatically, select the specific grading company for the cert number.
Click Sync again.
Monitor the sync status.
If the issue continues, click Get Help and select I found a bug to report it to support