Troubleshooting

Find the symptom below; each entry gives the cause and the fix. Most are one press away.

A card says “Not priced”

Cause. The item has not been calculated since it was added or changed. In a new workspace Live is off, so nothing is priced until you ask.

Fix. Press Calculate updated values under the list, or turn Live on in the toolbar to price every change automatically. If the card stays unpriced after a calculation, check the spot bar: see Prices are unavailable.

The total did not update

Cause. Same as above: the panel head says Needs recalculation (or Pending on a phone) because Live is off.

Fix. Press Calculate updated values. With Live on, a change is priced about half a second after you make it; the head says Calculating while it runs. If the prices themselves look old, see how often prices refresh.

Prices are unavailable

Symptom. A spot bar card says Unavailable and “No recent quote”, or the Metals page says “Price unavailable right now”; items containing that metal are priced without it.

Cause. WITVT has no stored quote for that metal at the moment, usually because the price feed or its storage could not be reached.

Fix. Wait and reload; quotes return on the next successful fetch. Your items are not lost: recalculate once the card shows a price again. The metal’s history page shows the last stored quotes meanwhile.

The workspace is empty, but it was not

Cause. The workspace is saved in one browser on one device. You are in a different browser or device, in a private window that has since closed, or the browser’s site data was cleared. Signing in does not bring it back, because it was never on the server.

Fix. Open the browser you built it in. If the data was cleared, it is gone; a saved report PDF is the only copy. Where it is saved explains the rules, and Reports and sharing shows how to keep a record next time.

The report is locked

Symptom. The report page shows Unlock the full report instead of the report.

Cause. The workspace has more than 10 items and the account has neither a current report pass nor Pro.

Fix. Buy a report pass or subscribe to Pro from that page, or remove items until 10 are left. If you have just paid and the page still shows “Payment received” after a minute, reload it. See The free report limit.

I cannot add an item

Symptom. A Workspace limit reached dialog, or Add to workspace disabled on the wizard’s review step with the limit panel above it.

Fix. Remove an item, or lift the limit with a pass or Pro. Nothing already added is ever removed. See The free limit.

The wizard will not continue

Symptom. Next or Add to workspace is disabled; hovering it, or the review step, lists what is missing.

• “Item name is required”: type a name on the details step.
• “Weight must be greater than 0”: enter the weight on the metal step; the wizard cannot price an unweighed piece.
• “Purity/alloy selection is required”: pick an alloy from the list, not just type in the box.
• “Stones and other materials weigh more than the total item”: the item weight is in grams and a stone in carats, or a stone weight has an extra zero. Fix the unit or the number.
• For coins, “Pick a coin from the catalog (or switch to manual entry)” and “Metal composition is required”: choose an issue, or switch to Manual entry and pick a composition.

“Coin catalog is unavailable”

Cause. The catalog could not be loaded, so the identify step switched to manual entry.

Fix. Enter the coin by hand (composition, gross weight, fine metal if known), or try the catalog again later. A manually entered coin has no guide price. See Manual entry.

A coin says “no guide price”

Cause. Numismatic value needs a catalog issue (a specific date) and a grade. The coin was entered by hand, chosen as a series without a date, left ungraded, or the catalog has no price for that date and grade yet.

Fix. Edit the coin, pick the exact date from the catalog and set a grade. Otherwise the melt value stands, which for common coins is the right answer anyway. See Melt or collector value.

A diamond says “Not priced: check gem matrix”

Cause. No active value matrix covers the stone: none for its cut, its carat weight is outside every range, or its clarity or colour is blank.

Fix. Sign in, open Gem value matrices, add the range or activate the matrix, set the stone’s grades, and recalculate. See Why a stone is not priced.

The settings page is locked

Cause. The price multiplier and purity hedging are part of WITVT Pro; without it the form is disabled under a teaser and every value is full melt value.

Fix. Upgrade on the account page. Saved values from before apply again after the upgrade. See Pricing settings.

The assistant stopped answering

• “Daily limit reached” in the composer: you have used today’s allowance; it resets at the time shown. Items already added stay.
• “The assistant failed to respond”: a temporary error. Your message stays in the chat; send it again. If it keeps failing, start a new chat.
• The tab shows an example conversation instead of a chat: you are signed out or not subscribed. Sign in, or upgrade.

See The daily limit.

Checkout did not go through

“Checkout cancelled” means you left Stripe before paying and have not been charged; start again from the account or report page. “Payment received, your pass is still activating” means Stripe has paid but the confirmation has not reached WITVT yet; reload after a moment. If a plan or pass you paid for is still missing after a few minutes, contact us with the email you signed in with.