> For the complete documentation index, see [llms.txt](https://docs.primelister.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.primelister.com/crosslister-tool/crosslister-troubleshooting.md).

# Crosslister troubleshooting

Fix common PrimeLister Crosslister Tool problems: store connections, sync and import, creating listings, failed crosslists, Auto Delist and more.

This page lists the most common PrimeLister Crosslister Tool problems from our live chat, with a fix for each. Most problems come from a store that is not connected or a Shipping Profile that is not set up.

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Connecting stores</strong></td><td>Unconnected, Connection Error, Select Policy, wrong account.</td><td><a href="#connecting-stores">#connecting-stores</a></td></tr><tr><td><strong>Importing and syncing</strong></td><td>Listings missing, Unable to Retrieve Listings, duplicate rows.</td><td><a href="#importing-and-syncing">#importing-and-syncing</a></td></tr><tr><td><strong>Creating listings</strong></td><td>Missing fields, Quick Edit, drafts from your phone.</td><td><a href="#creating-listings">#creating-listings</a></td></tr><tr><td><strong>Crosslisting</strong></td><td>Log In, Fix, failed tasks, Login Required.</td><td><a href="#crosslisting">#crosslisting</a></td></tr><tr><td><strong>Auto Delist</strong></td><td>A sold item was not delisted.</td><td><a href="#auto-delist">#auto-delist</a></td></tr><tr><td><strong>Other questions</strong></td><td>Computer on, phone, Delete, trial quota.</td><td><a href="#other-questions">#other-questions</a></td></tr></tbody></table>

{% hint style="info" %}
**Start here.** Check [**My Shops**](https://app.primelister.com/my-shops) for store connections and **Inventory > Settings** for Shipping Profiles first.
{% endhint %}

## Connecting stores

<figure><img src="https://2392323610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ0VOayfDl9icXhPtyfpP%2Fuploads%2FvkimlwBP8YWaQvLhk4tB%2Fxl-myshops-connect.png?alt=media&#x26;token=1e181f8e-13d2-4754-87f5-3a4d386b8c60" alt="My Shops page with each store&#x27;s connection status, with the Connect All button and the three-dot menu in ACTIONS marked" width="728"><figcaption><p>Check each store's status on My Shops</p></figcaption></figure>

### A store shows Unconnected or Connection Error

* **Unconnected**: open the three-dot menu on [**My Shops**](https://app.primelister.com/my-shops) and click **Connect**. For marketplaces that connect through Chrome, log in on the page that opens.
* **Connection Error** ("Connection failed. Please reconnect."), "Please Login to Marketplace Website" or "Failed to connect to ...": log in to the marketplace in Chrome, then click **Reconnect** on that store, or **Connect All**.

### eBay shows Selection Required and Select Policy

A shipping, return or payment policy is not selected. Click **Select Policy** and pick your policies in **Inventory Settings**. Hover the info icon to see which one is missing.

### "To list on eBay, please set up shipping policies"

Your eBay account has no policy of that type (the same goes for return and payment). Click **Click here** in the message, create the policy on eBay, then refresh and pick it.

### Account Blocked, or "This Shopify store is already linked to another user"

That marketplace account or Shopify store is connected to another PrimeLister account, and each can be connected to only one. [Chat with our team](/help-center/contact-support.md) to unlink it, then connect again.

### The wrong account is connected, or I want a second account

* **eBay and Shopify**: click **Add eBay account** or **Add Shopify store** in the row's three-dot menu, then **Switch Account** to pick the default.
* **Poshmark (US) and Poshmark (CA)**: both can be connected.
* **Poshmark, Mercari, Depop, Etsy, Facebook Marketplace and Grailed**: they use the account you are logged in to in Chrome. Log in to the right one, then click **Reconnect**. See [Connect your stores](/crosslister-tool/connect-your-stores.md).

### My store or closet is connected in my automation, but not here

Crosslister Tool and the automation products are separate subscriptions with separate connections. Connect it again on the Crosslister [**My Shops**](https://app.primelister.com/my-shops) page.

### Mercari: "Listing is not Available in Your Region"

Mercari works only from the United States. Connect from a US internet connection.

## Importing and syncing

### "Unable to Retrieve Listings: We can't get your listings."

PrimeLister could not reach that marketplace. Reconnect the store on [**My Shops**](https://app.primelister.com/my-shops). If it still fails, [chat with our team](/help-center/contact-support.md).

### A marketplace shows Action Required in Select Marketplaces to Sync

That connection has a problem. Hover it to see the error, then reconnect the store on My Shops.

### My marketplace is missing from the Sync list

Only connected marketplaces show. Connect it on [**My Shops**](https://app.primelister.com/my-shops) first.

### Sync did not import everything

Run **Sync** again. To bring in specific listings, use [Import listings](/crosslister-tool/sync-and-import-listings.md#import-listings).

### The same item shows as several rows

Auto-Merge merges copies after your next sync. If you used **Import**, click **Sync** and wait a few minutes. Items imported before July 2026, or copies with different photos, may not match: use **More Actions > Merge Listings**. See [Auto-Merge and Merge Listings](/crosslister-tool/sync-and-import-listings.md#auto-merge-and-merge-listings).

### Two different items were merged

On the **Auto-merged** tab, click **Not the same**. Keep **Don't merge these again on future syncs** ticked and click **Unmerge Into N Items**.

### An item is linked to the wrong listing

[Chat with our team](/help-center/contact-support.md).

## Creating listings

### My item shows as Draft, or Incomplete Draft Listing

It is missing details, such as **Brand** or **Size**. Open it with **Edit**, fill in the empty fields and crosslist again. A complete listing shows as **Ready**.

### Quick Edit shows a badge like "4 Left"

That marketplace still needs those fields, for example Condition, Category and Brand on Depop. Fill them in and click **Save Changes**.

### Auto-fill left some fields empty

AI fills only what it sees in your photos. Fill in the rest, such as **Brand** or **Size**, yourself. See [AI listing](/crosslister-tool/create-a-listing-with-ai.md).

### "Your Description Needs to be at Least 5 Words"

Write a description of at least 5 words.

## Crosslisting

<figure><img src="https://2392323610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ0VOayfDl9icXhPtyfpP%2Fuploads%2F1yF4CA9NSLMPXd2Of71w%2Fxl-crosslist-dialog-full.png?alt=media&#x26;token=396c141b-0a7b-4906-ba8b-559b1330797d" alt="Inventory page with the Cross-list window open, the LIST TO row with Poshmark (US) ticked and the List On 1 Shop button marked, and Needs action below it" width="728"><figcaption><p>The Cross-list dialog shows what needs action</p></figcaption></figure>

### Log In or Login Required in the Cross-list dialog

* **Log In** ("Login required") next to a store: log in to that marketplace in Chrome, then open the Cross-list dialog again.
* "Please login to ... to cross-list your selected listings.": you are logged out of the marketplace the listing comes from. Log in to it in Chrome and refresh, or deselect those listings.

<figure><img src="https://2392323610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ0VOayfDl9icXhPtyfpP%2Fuploads%2Fvosg8UmgkswN6UZWeNFu%2Fxl-needs-action.png?alt=media&#x26;token=efb5a837-550e-43f6-9b61-d33cf07d6d84" alt="Cross-list window with Needs action open: Depop, Etsy, Facebook, Grailed, Poshmark CA and Shopify show Login required with Log In, and eBay shows Not connected with Connect" width="728"><figcaption><p>Needs action: log in or connect, then try again</p></figcaption></figure>

### A store shows Fix, or Shipping Profiles are not set up

Something must be set up first. For eBay, **Fix** opens **Inventory Settings** to pick a shipping policy. In **Inventory > Settings**, every connected marketplace should show **Configured** under **Shipping Profiles**. See [Inventory Settings](/crosslister-tool/inventory-settings.md).

### A task shows Failed, or there is no marketplace link

A failed crosslist ("Task failed with an error") creates no listing, so there is no link. On [**Tasks**](https://app.primelister.com/tasks), open the task's three-dot menu, click **Check Error Details**, fix the cause and click **Retry**. See [Retry a failed task](/crosslister-tool/retry-a-failed-task.md).

### Task Timeout, Form Was Not Loaded or Capture Operation Timed Out

A slow or unstable internet connection. Try again.

### Task Was Executed Too Fast

The same PrimeLister account is running tasks on more than one computer. Use one computer at a time.

### "Currently You are Limited to X Listings"

Mercari or eBay limits new sellers. Nothing to fix on PrimeLister: your limit grows as you make sales.

### Mercari Requires Credit Card Information

[Add a card on Mercari](https://www.mercari.com/mypage/card/), then try again.

### Please Re-install PrimeLister Extension

[Reinstall the extension](/getting-started/chrome-extension.md).

## Auto Delist

### A sold item was not delisted

Check three things:

* **AUTO DELIST** is on for each store on [**My Shops**](https://app.primelister.com/my-shops).
* The copies are merged into one inventory row.
* Every store is connected (not **Unconnected** or **Connection Error**).

### "There is nothing in your inventory related to this order."

The sale on the [**Orders**](https://app.primelister.com/orders) page is not linked to an inventory item, so there were no copies to delist. Make sure the item is in your inventory and its copies are merged into one row.

### Grailed or Facebook sales are not delisted elsewhere

Auto Delist is not supported yet on Grailed and Facebook Marketplace (coming soon). Delist those copies yourself. See [Auto Delisting](/crosslister-tool/auto-delisting.md).

## Other questions

### Do I need to keep my computer on?

You start crosslists from Chrome on your computer. Poshmark, eBay, Mercari, Depop and Shopify tasks then run in the cloud. Etsy, Facebook Marketplace and Grailed tasks need Chrome open until they finish. See [Supported marketplaces](/getting-started/supported-marketplaces.md).

### Can I crosslist from my phone?

No. The PrimeLister mobile app creates drafts only, which you crosslist from your computer. See [Create listings on your phone](/crosslister-tool/create-listings-on-your-phone.md).

### Delete removed my listing from the marketplace

**Delete** removes the item from the stores you select, and cannot be undone. To remove it only from PrimeLister, tick **Remove from PrimeLister inventory**.

### Is there a task or store limit?

No. Paid Crosslister Tool plans have no task limit and no limit on connected stores.

### Quota Exceeded or Subscription Expired

* **Quota Exceeded**: you used the **100** crosslisting tasks in your Crosslister Tool trial. See [Free trial](/subscriptions/free-trial.md).
* **Subscription Expired**: your trial or subscription ended. Your data is kept.

Subscribe to continue. See [Subscribe and change your plan](/subscriptions/change-your-plan.md).

{% hint style="success" %}
**Tip: send us the error.** Copy the error message from the [**Tasks**](https://app.primelister.com/tasks) page and send it to us in live chat. A real person will help.
{% endhint %}

**Need help?** See [Error messages](/help-center/error-messages.md) or [chat with our team](/help-center/contact-support.md) in the [**PrimeLister app**](https://app.primelister.com).