Valuable Troubleshooting Guide

Solutions for common issues in the Valuable app.

Quick Fixes

Before diving into specific issues, try these general solutions:

1. Close and reopen the app - Clears temporary issues
2. Check your internet connection - Many features require connectivity
3. Update to the latest version - Bug fixes are released regularly
4. Restart your device - Clears system-level issues
5. Check available storage - Photos need device space

Account & Login Issues

"Invalid email or password" error

Symptoms: Can't log in despite correct credentials

Solutions:

1. Double-check your email spelling
2. Ensure caps lock is off
3. Try password reset (tap "Forgot Password")
4. Check if you registered with a different email
5. Clear app cache and try again

Not receiving verification email

Symptoms: Signed up but no verification code arrives

Solutions:

1. Check spam/junk folder
2. Wait a few minutes and check again
3. Tap "Resend Code" on verification screen
4. Verify you entered email correctly
5. Try a different email address if problem persists
6. Contact support if still not receiving

Password reset link not working

Symptoms: Reset email arrives but link doesn't work

Solutions:

1. Make sure link hasn't expired (valid for 24 hours)
2. Copy/paste link if clicking doesn't work
3. Request a new reset link
4. Try from a different browser
5. Clear browser cache

Account locked

Symptoms: Message says account is locked or suspended

Solutions:

1. Wait 30 minutes if too many login attempts
2. Contact support for account review
3. Check email for security notifications

Project Issues

Can't create a new project

Symptoms: Create button doesn't work or error appears

Solutions:

1. Check internet connection
2. Make sure you're logged in
3. Verify you have permission (if in shared account)
4. Update to latest app version
5. Force close and reopen app

Project not appearing

Symptoms: Created project doesn't show up

Solutions:

1. Pull down to refresh project list
2. Check if project is archived (look in archived section)
3. Verify you're in correct account (check account switcher)
4. Check navigation panel (folder icon in lower right) for full project tree
5. Search for project name

Can't delete project

Symptoms: Delete option missing or doesn't work

Solutions:

1. Verify you're the project owner (only owners can delete)
2. If you are only a Member or Guest, you can only "Leave" not delete
3. Check internet connection
4. Try from app.valuable.app

Project data not syncing

Symptoms: Changes don't appear on other devices

Solutions:

1. Check internet on both devices
2. Pull down to force refresh
3. Log out and log back in
4. Check upload queue for pending items
5. Verify both devices have latest app version

Item/Asset Issues

AI identification is wrong

Symptoms: Item named or described incorrectly

Solutions:

1. Edit manually: Tap item > Edit > Change name/description
2. Add better photos: Include maker's marks, labels, different angles
3. Add notes: Describe what you know about the item
4. Update with AI: After improvements, tap "Update with AI" (3 credits)

Item not saving

Symptoms: Photographed item doesn't appear in project

Solutions:

1. Check internet connection
2. Look in upload queue (offline icon)
3. Make sure you tapped save/checkmark after photos
4. Verify you selected correct project
5. Force close and reopen app

Can't edit item

Symptoms: Edit button missing or changes don't save

Solutions:

1. Check your role in the project (Guests can't edit)
2. Verify internet connection
3. Try pulling down to refresh item
4. Close and reopen the item
5. Update app version

Item disappeared

Symptoms: Previously visible item is gone

Solutions:

1. Check filters - you may have filtered it out
2. Search for item name
3. Check if item was moved to different project
4. Ask team members if someone deleted it
5. Items cannot be recovered once deleted

Duplicate items created

Symptoms: Same item appears multiple times

Solutions:

1. This can happen with poor connection during upload
2. Delete duplicate(s) manually
3. Use better connectivity for future uploads

Camera & Photo Issues

Camera won't open

Symptoms: Black screen or camera doesn't launch

Solutions:

1. Check permissions: Settings > Valuable > Camera > Allow
2. Close other apps using camera
3. Restart the app
4. Restart your device
5. Check if camera works in other apps

Photos are blurry

Symptoms: Captured photos lack clarity

Solutions:

1. Hold device steady when capturing
2. Ensure good lighting
3. Clean camera lens
4. Tap screen to focus before capturing
5. Don't move immediately after tapping capture

Photos not uploading

Symptoms: Photos stuck in pending state

Solutions:

1. Check internet connection
2. Try WiFi instead of cellular
3. Check upload queue for errors
4. Verify device storage isn't full
5. Tap retry on failed uploads

Can't access photo gallery

Symptoms: "Bulk Upload" doesn't show photos

Solutions:

1. Check permissions: Settings > Valuable > Photos > Allow All Photos
2. Grant "Full Access" not "Limited"
3. Restart app after changing permissions

Photo enhancement failed

Symptoms: AI enhancement returns error

Solutions:

1. Check credit balance (enhancement costs 4 credits)
2. Verify internet connection
3. Try with a different photo
4. Original photo may not be suitable for enhancement
5. Contact support if persists

AI & Credits Issues

AI features not working

Symptoms: AI identification, pricing, etc. fail

Solutions:

1. Check credit balance (AI features require credits)
2. Verify internet connection
3. Try again in a few minutes (server may be busy)
4. Update to latest app version
5. Contact support if persists

Credits not appearing after purchase

Symptoms: Bought credits but balance unchanged

Solutions:

1. Pull down to refresh in Billing screen
2. Log out and log back in
3. Check email for purchase confirmation
4. Verify payment completed in Stripe
5. Contact billing@valuable.app with receipt

Credit usage seems wrong

Symptoms: Balance dropping faster than expected

Solutions:

1. Review credit costs:

• Create with AI: 3 credits
• Bulk upload: 3 credits per item
• Price suggest: 1 credit
• Photo enhance: 4 credits
• Update with AI: 3 credits

2. Check if team members are using credits (shared account)
3. Review activity in Billing section

"Insufficient credits" error

Symptoms: Can't use AI feature, credit error shown

Solutions:

1. Check balance in Profile > Billing
2. Purchase more credits if needed
3. Use non-AI features (free) instead
4. Create items "without AI" to conserve credits

Comparables seem inaccurate

Symptoms: Suggested comparables don't match item

Solutions:

1. Add better photos with maker's marks
2. Include descriptive notes
3. Use "Update with AI" after improvements
4. Manually adjust price using your expertise
5. Try "Regroup" to reorganize comparables

Collaboration Issues

Invitation not received

Symptoms: Invited person didn't get invitation

Solutions:

1. Verify email address is correct
2. Ask them to check spam folder
3. Resend invitation from member list
4. They should also check in-app notifications
5. Make sure they have a Valuable account

Can't accept invitation

Symptoms: Accept button doesn't work

Solutions:

1. Make sure you have Valuable account with matching email
2. Check if invitation expired (resend if needed)
3. Verify internet connection
4. Update to latest app version
5. Try accepting from Notifications in app

Member can't see project

Symptoms: Invited member doesn't see shared project

Solutions:

1. Confirm they accepted the invitation
2. Have them check notification tab
3. They should refresh their project list
4. Verify they're logged into correct account
5. Check their role wasn't set incorrectly

Can't remove member

Symptoms: Remove option missing or fails

Solutions:

1. Verify you're Owner or Admin
2. Owners cannot remove themselves (must delete project)
3. Check internet connection
4. Try from web or different device

Permission errors

Symptoms: "You don't have permission" messages

Solutions:

1. Check your role in the project
2. Guest: Can only view, not edit
3. Member: Can add/edit but not manage users
4. Ask Owner/Admin to upgrade your role if needed

Sync & Offline Issues

Items stuck in upload queue

Symptoms: Cloud icon shows pending uploads

Solutions:

1. Connect to reliable WiFi
2. Tap items in queue to retry
3. Delete and recreate if stuck too long
4. Check available device storage
5. Force close and reopen app

Changes not syncing between devices

Symptoms: Updates on one device don't appear on another

Solutions:

1. Ensure both devices have internet
2. Pull down to refresh on both devices
3. Log out and back in
4. Verify same account on both devices
5. Wait a few minutes and try again

App working offline unexpectedly

Symptoms: Some features unavailable despite connection

Solutions:

1. Toggle airplane mode on/off
2. Switch between WiFi and cellular
3. Check if website loads (verify actual connectivity)
4. Restart app
5. Restart device

Performance Issues

App running slowly

Symptoms: Lag, delayed responses, freezing

Solutions:

1. Close other apps
2. Restart Valuable app
3. Clear app cache (Settings > Apps > Valuable > Clear Cache)
4. Restart device
5. Check available storage (need at least 500MB free)
6. Update to latest version

App crashing

Symptoms: App closes unexpectedly

Solutions:

1. Update to latest app version
2. Restart device
3. Reinstall app (data syncs from cloud)
4. Check device storage
5. Report crash details to support

Battery draining fast

Symptoms: Valuable using excessive battery

Solutions:

1. Close app when not in use
2. Disable background refresh if not needed
3. Upload large batches on charger
4. Report to support if persistent

Photos loading slowly

Symptoms: Thumbnails or images take long to appear

Solutions:

1. Check internet speed
2. Clear app cache
3. Photos are high-res and take time on slow connections
4. Downloaded photos load faster than remote

Notification Issues

Not receiving notifications

Symptoms: Missing alerts for invitations, updates

Solutions:

1. iOS: Settings > Valuable > Notifications > Allow
2. Android: Settings > Apps > Valuable > Notifications > Enable
3. Check in-app notification settings
4. Verify Do Not Disturb is off
5. Log out and back in

Too many notifications

Symptoms: Excessive or unwanted alerts

Solutions:

1. Go to Profile > Settings > Notifications
2. Adjust which notifications you receive
3. Mute specific projects if available

Update Issues

"Update required" message

Symptoms: Can't use app until updated

Solutions:

1. Go to App Store / Play Store
2. Search for Valuable
3. Tap Update
4. If no update available, wait (may be rolling out)
5. Try later if store is slow

Update won't install

Symptoms: Update fails or gets stuck

Solutions:

1. Check device storage
2. Connect to WiFi
3. Restart device and try again
4. Delete and reinstall app (data preserved in cloud)

Still Need Help?

If these solutions don't resolve your issue:

Contact Support

1. Tap ? icon in app
2. Select Chat with Support
3. Or email: support@valuable.app

When Contacting Support, Include:

• Device model and OS version
• App version (found in Settings)
• Description of the issue
• Steps to reproduce
• Screenshots if helpful
• Error messages (exact text)

Response Times

• Chat: Usually within a few hours during business hours
• Email: Within 24-48 hours

Last updated: January 2024

Updated on: 11/01/2026