Solve A Problem / FAQ
If your issue is not addressed below, please CONTACT US.
Q: HOW CAN I RECOVER A LOST OR FORGOTTEN PASSWORD?
A: Send yourself a password reset via email:
- From the sign-in page, select the Forgot password? link or click here.
- Enter the email address associated with your account and click Submit.
- Check your inbox (and junk/spam folder) for the reset email.
- Click the link in that email.
- Choose a new password.
Q: HOW DO I CHANGE MY PASSWORD?
A: To change your password:
- Log into your account and go to My Account.
- In the left-hand menu, select Account > Password.
- Enter your current password.
- Enter a new password.
- Click Change Password to save your changes.
Q: WHY AM I NOT RECEIVING EMAILS?
A: Try the following steps:
- Check your junk/spam folder.
- Make sure your email address is correct in your account.
- Confirm your email app (e.g. Outlook) isn’t in offline mode.
- If using POP3, ensure emails weren’t downloaded to another device.
- Add [email protected] to your safe sender list.
If you're still not receiving emails, please contact us.
Q: HOW DO I CHANGE THE EMAIL ADDRESS TIED TO MY ACCOUNT?
A: Log into your account, go to My Account, and update your email under Account Details.
Q: WHY IS MY SELECTED USERNAME INVALID OR ALREADY IN USE?
A: Usernames can only include letters, numbers, underscores (_) or hyphens (-).
Incorrect: MY Username
Correct: MY_Username or MY-Username
If the username is taken, please choose a different one.
Q: WHY DOES IT SAY MY EMAIL ADDRESS IS ALREADY IN USE?
A: You already have an account. Use the Forgot password link to reset your password and log in.
Q: HOW DO I FIND MY INVOICE TO CONFIRM PAYMENT?
A: To find your invoice:
- Log into the auction site and go to My Account.
- Click Invoices in the left menu and select your invoice.
- Or use the link in your invoice email.
Your invoice lists all items won, whether paid or not.
To confirm payment, look for:
- A PAID stamp on your invoice
- The Payment History section with a payment date
Q: WHAT IF MY INVOICE DOESN’T SHOW AS PAID?
A: If your invoice does not have a PAID stamp and a date of payment:
- Use the link in your invoice email to update your credit card.
- Or, log in and go to My Account > Invoices and select your invoice.
- Retry the payment.
- Check your credit card has enough funds.
If payment still fails, contact your bank.
Q: WHY WAS MY PAYMENT NOT SUCCESSFUL?
A: Common reasons include:
- Card limits (daily or total)
- Incorrect or expired card details
- Payment blocked by your bank
If everything looks correct and payment still fails:
- Try again using the link in your invoice email
- Contact your bank
- Reach out to us at [email protected]
Q: HOW DO I CLAIM MY ITEMS?
A: Items are available for pickup three business days after the auction closes.
To find your pickup location:
- Log into your account and go to My Account > Invoices.
- Click on the lots you won—pickup location appears under the item title.
Bring to pickup:
- A copy of your PAID invoice (printed or on your phone)
- Valid photo ID