Troubleshooting

Symptoms first; causes and fixes after.

”I forwarded an email and nothing happened”

Check, in order:

1. Is the runner running? The runner pill in the top toolbar should say Running. If not, click Start — or click Run once to force a tick.
2. Did the email actually land in the right inbox? Open your mail app and confirm the message is in the inbox you connected. Settings → Inbox → Test connection shows the user being polled.
3. Did the pre-filter drop it? Open the Activity tab → filter by Skipped. If the email shows up with reason “prefilter: not a ticket email”, copy a fragment from its From: header into Settings → Pre-filter → Extra senders.
4. Did Claude say “not a purchase”? Activity → Skipped → reason “not a purchase confirmation”. The email may genuinely not be one (a waitlist notice, a queue position update, a password reset). Open the original to verify.
5. Was it deduped? If you previously processed the exact same email (e.g. you forwarded it twice), Tickong recognises it and routes it to the Tickong/Skipped folder. Check that folder.

”It parsed the email but Notion didn’t get the row”

1. Schema mismatch. Open Settings → Notion → Test schema. Any property showing MISSING or MISMATCH blocks insertion until you fix it.
2. Integration not connected to the database. Open the database in Notion → … → Connections → confirm Tickong is added. Connecting at the workspace level alone is not enough.
3. Database moved or shared. Notion sometimes silently revokes integration access after a re-share. Re-add the integration.
4. Activity → Failed with notion api error: ... — read the message; usually a 404 (database not found) or 401 (key revoked).

”Notion got the row but Vivid didn’t list”

1. Vivid badge in the sidebar footer — grey? Auto-list is off, or your credentials are missing. Check Settings → Vivid SkyBox → Test connection.
2. Activity → Listing column. If it says failed, hover or click for the error. Tickong translates auto-list errors into plain language — common ones below.
3. Platform allow-list. Was the parsed platform in your Auto-list platforms list? Default is Ticketmaster, FIFA, AXS, Eventbrite, See Tickets. If your purchase came from somewhere else, add it.
4. Event match. “event not found in SkyBox catalog — list it manually first” means SkyBox’s catalogue has no event matching the parsed name within ±1 day. Use + Add listing in the Inventory tab to create the listing manually with the event-search typeahead.
5. Market data access. “Market data denied (HTTP 403)” means your SkyBox account doesn’t have B2B Marketplace API access. Contact Vivid Seats broker support to enable it. Until then, turn pricing off and the autolister will use your Default price.

Friendly error reference

Message	What actually happened	Fix
already listed (sec X · row Y · seat Z)	A SkyBox row with the same seat block already exists	Open Inventory and reconcile — usually a re-forward of an old confirmation
event not found in SkyBox catalog — list it manually first	Catalog search returned nothing within ±1 day	Use + Add listing with the event typeahead
SkyBox refused (permission denied — check your API tokens)	Token expired or scoped wrong	Regenerate from SkyBox → Settings → External Accounts
SkyBox unreachable — gateway/firewall returned an HTML error page	Tomcat HTML page	Your IP isn’t allowlisted on SkyBox; contact SkyBox support
SkyBox rate limit hit — will retry next tick	Throttled	Wait — the next tick retries automatically
missing event details from email	Parser got an event name but no date or seats	Manual entry; the email is too sparse to auto-list

”I got a placeholder listing at $9999”

Pricing fell back to a $0 default, which trips the placeholder branch. Fix:

• In Settings → Pricing, set a non-zero Default price, or
• Turn Pricing enabled on and ensure your SkyBox account has B2B Marketplace API access.

Placeholder listings are created with broadcast off so they don’t go live on the marketplace. Edit the price from the Inventory tab inline price field — the listing goes live as soon as you set a real price.

”Quantity is wrong / seats split into two pages”

Claude occasionally messes up multi-seat extraction. Tickong defends against this — when the email gives both lowSeat and highSeat, the seat span wins (high − low + 1). Otherwise Tickong uses Claude’s quantity.

If you still see the wrong quantity, the email is likely missing seat numbers entirely (general admission, standing-room) and Claude inferred wrong. Edit the Notion page manually.

”I see duplicates in the Sales log”

Two causes:

• Manual delistings appear as sales (intentional false positive — see Sales tracking). Delete them from the Sales log.
• A Backfill from SkyBox ran while a fresh sale was just being detected. Rare. Delete the duplicate row.

”Sales tab is empty”

• The first run only establishes the snapshot. Wait one tick (≤ 2 minutes) or click Scan now.
• Vivid not configured → no snapshots → no sales.
• Click Backfill from SkyBox to pull historical sold inventory directly.

”FX rates look wrong”

Tickong refreshes exchange rates every hour. If you’re seeing odd USD conversions on Notion Retail values, the rate may be stale by up to an hour for major currencies. Wait for the next refresh, or report to support if the rate is consistently off.

”PDF didn’t parse” (FIFA, multi-match packages)

Some encrypted or unusual PDFs can’t be extracted. The email body will note [PDF "filename.pdf" failed to parse: ...] and Claude will work with whatever text it has. If the per-match itemisation isn’t extractable, manually create the missing matches in Notion.

PDFs over 8 MB are skipped entirely.

”IMAP connection timeout / refused”

• Wrong host or port. Gmail wants imap.gmail.com port 993 over TLS. Check your provider’s docs.
• Provider blocks the IP. Some providers (Yahoo/AOL especially) restrict IMAP from cloud IPs. This is rare for Tickong since requests come from our VPS, but if you’ve moved your inbox to an unusual provider, contact support.
• App password not generated. Gmail won’t accept your account password for IMAP if 2-Step Verification is on. Generate an app password from https://myaccount.google.com/apppasswords.

”I can’t sign in / I’m bounced to /login”

• Sign in at https://tick.ong/login with your email + password. Sessions last 30 days.
• Forgot the password? Click Forgot password on the login page. Tickong emails a reset link that’s valid for 1 hour. If the email doesn’t arrive, check your spam folder.
• Email not verified yet? New accounts need to click the verification link in their welcome email before they can sign in. The link is valid for 1 hour — click Resend verification if it expired.

”Settings change but next tick uses old values”

Click Save settings at the bottom of the Settings page. The button shows N changes when you have unsaved edits. After saving, the next tick uses the new values. Click Run once in the toolbar if you don’t want to wait.

If it really isn’t picking up after save + tick, try signing out and back in to refresh your session.

”Where do I see the actual error?”

Two places:

• Activity tab → Failed rows. Hover or click any row for the full error message.
• The status footer at the bottom of the page shows runner state and error counts.

If you can’t make sense of an error, copy it and contact support.

Still stuck?

Email support@tick.ong with:

• A screenshot of the Activity row that’s misbehaving (or the error from the Settings test).
• The platform / event / approximate purchase date.
• What you’d expect to happen.

We typically reply within one business day.