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Troubleshooting

Hit a snag? Find your symptom below and try the fix. If none of these sort it, see how to get help or check the FAQ.

Sign-in problems​

You can't sign in with your password. Check you're using the right email and that Caps Lock is off. Passwords are at least 10 characters. If you're still locked out, use Forgot password? on the sign-in screen for a reset link by email — the link is single-use and expires, so request a fresh one if it's gone stale.

Your 2FA code is rejected. Authenticator codes are time-based, so make sure your phone's clock is set to update automatically — even a minute of drift produces wrong codes. If you've lost the authenticator, sign in with one of the backup codes you saved when you turned 2FA on. Each backup code works once, and you can regenerate them from Security.

Your passkey or biometric sign-in won't work. Passkeys are tied to the device they were created on, so a passkey from your phone won't be offered on a different computer. Sign in with your email and password, then add a new passkey on the device you're using from Security. Biometric unlock (Face / Touch / fingerprint) works in the mobile app once you've enabled it there and set up device authentication.

Google or Apple sign-in fails. For Continue with Google, allow the sign-in popup and pick the Google account linked to your RetroTechCollector account. Sign in with Apple is available on iOS only; if you used a hidden relay email, keep using Apple sign-in each time so the accounts stay matched.

Keep your backup codes

Backup codes are your way back in if you lose your authenticator app or your passkey device. Store them somewhere safe and separate from your phone.

Verification email not arriving​

Account verification, password reset and other emails can take a few minutes and sometimes land in spam.

  1. Check your spam or junk folder, and search for retrotechcollector.com.
  2. Confirm the address on your account is spelt correctly in Security.
  3. Request a new email — verification and reset links expire, so an old one won't work.

If it still doesn't show up, email [email protected] from the address on your account.

Sync and offline issues​

RetroTechCollector works offline and syncs your changes when you reconnect, so a missing change is usually a connection that hasn't caught up yet.

  1. Reconnect to the internet and reopen the app — queued changes sync on reconnect.
  2. If the app looks out of date, pull to refresh on mobile, or reload the page on web.
  3. If something still looks stale, fully close and reopen the app to force a sync.

If you made a change offline on one device and don't see it elsewhere, make sure that first device has actually been back online since.

Payment and billing issues​

A card payment was declined. Web billing goes through Stripe. Check the card details, that it has funds and isn't expired, then try again. Billing is in GBP; paying in another currency applies Stripe's exchange rate, which can differ slightly from what you expect.

An in-app purchase didn't go through. On the Android and iOS apps, subscriptions are handled by Apple or Google in-app purchase, not Stripe. Check your app-store payment method, then use Restore purchases in the app if a completed purchase isn't showing.

Your plan didn't change after subscribing. Plan changes apply once payment is confirmed. Reload the app, and check Plans & billing for the current status.

A payout hasn't arrived. Buyer Protection holds the buyer's payment until delivery, so payouts follow the transaction completing — not the sale being agreed. Make sure your Stripe payout details are complete under Selling, and see Disputes for the full lifecycle.

Manage a subscription where you bought it

If you subscribed on the web, manage it from your subscription settings (Stripe). If you subscribed in the app, manage and cancel it in the App Store or Google Play.

Push notifications not showing​

Push works on browsers (Web Push) and on Android (FCM) / iOS (APNs) in the apps, but it needs permission at both the device and app level.

  1. Allow notifications for RetroTechCollector in your browser or device settings.
  2. In the app, check your per-category preferences under Notifications so the alerts you want are switched on.
  3. On the installed PWA, make sure the app is allowed to send notifications in your operating-system settings.

If you blocked notifications earlier, your browser or phone may need that permission re-enabled before the app can ask again.

Adding items and image uploads​

The Add screen lets you snap a photo, scan a barcode, search the catalogue, or enter an item manually. The photo methods need camera access.

  • The camera won't open. Grant camera permission to RetroTechCollector in your browser or device settings, then reopen the Add screen.
  • A barcode won't scan. Hold steady, fill the frame with the barcode, and give it good light. If it still won't read, use Search catalogue or enter the item manually.
  • Snap a photo (AI) isn't available. AI identification is quota'd per month by plan. If you've used your quota, add the item by barcode, by searching the catalogue, or manually until it resets at the start of next month.
  • A photo won't upload. Check your connection and that you haven't hit your plan's photos-per-item limit (3 / 10 / unlimited). A queued upload finishes syncing once you're back online.

See Adding items and Photos for the full walkthroughs.

Installing the PWA​

RetroTechCollector is installable as a PWA so it opens like a native app and works offline.

  1. Open retrotechcollector.app in your browser.
  2. Use your browser's Install app (or Add to Home Screen) option.
  3. Launch it from your home screen or app list.

If you don't see an install option, make sure you're on a supported browser and reload the page. You can also get the Android app on Google Play or the iOS app on the App Store. More detail lives in Apps.