Common Issues

Sync failed or stuck

Symptoms

Your data hasn't updated, or your shop's row under Settings > Connections > Shop Connection shows Sync Failed, Synced With Errors or Reconnect.

Cause

Sync failures are usually caused by a Reverb token that Reverb no longer accepts, a temporary Reverb API outage, or a network interruption.

Solution

Go to Settings > Connections > Shop Connection
Check the shop's badge and its last sync
Click Re-Sync to start a fresh sync
If a sync saves no progress for about 14 minutes, the button reads Resume Sync. Click it to continue from where the sync stopped
If the shop shows Reconnect, Reverb rejected its token. Create a new personal access token on Reverb for the same shop, click Replace Token on the shop's row, and paste it. Your history stays, the sync continues from where it stopped, and your plan's shop limit does not apply

Sync frequency

Verbstack syncs your shop once a day, overnight. On Pro and Max, new buyer messages arrive in the Inbox within about 10 minutes. You can also click Re-Sync at any time.

A sync that finished with errors is never shown as a success. The next sync covers what it missed.

Invalid Reverb token

Symptoms

You see "Invalid Reverb token. Check the token and try again." when you connect your Reverb shop.

Solution

Copy the whole token, with no spaces before or after it
Create the token while signed in to Reverb as the shop you are connecting
Check that the token was not deleted on Reverb
Verify that your Reverb account is in good standing (not suspended)

Missing data after sync

Symptoms

Your orders, listings, or payouts are incomplete after syncing.

Cause

The first sync imports your shop's whole history. A large shop can take several hours.

Solution

Wait for the first sync to complete. Check progress under Settings > Connections > Shop Connection
To add data the sync does not cover, such as Reverb's own fee breakdown or older orders, use Settings > Imports (Pro and Max)

Dashboard loading slowly

Symptoms

Pages take a long time to load, charts are unresponsive, or you see skeleton loaders for an extended period.

Solution

Check your internet connection
Try clearing your browser cache and reloading
If the issue persists on a specific page, it may be processing a large dataset. Try narrowing your date range filter

Go to Settings > Billing and click Manage Subscription
Update your payment method in the Stripe portal
Stripe will automatically retry the charge
If your subscription was cancelled due to non-payment, you can resubscribe from the Billing page