Troubleshooting

"You've reached this month's item limit"

Your plan's new items for this month are used up. Editing and selling still work. Wait for the count to reset on the 1st, or upgrade in Settings → Plan & billing. See Plans and limits.

I can't sign in

• Check the email address for typos, and that Caps Lock is off.
• Forgot your password? Click Forgot password? on the sign-in page. See Reset a forgotten password.
• "Confirm your email first" means you haven't clicked the link in your sign-up email yet. Check spam for an email from Hermes IMS.

"You already have an item with that SKU"

SKUs must be unique. Search Items for that SKU: you may have added the item already. Use a different SKU, or leave it blank.

An eBay sale didn't mark my item sold

• Open the eBay page; it syncs when it opens. Look in Sales to review and click Link next to the sale, choosing the item.
• To make future sales match by themselves, give the item the same SKU as the eBay listing's custom label.
• If the sale is unpaid, Hermes waits until it's paid.

The eBay page says access has expired or was removed

eBay access can expire, or be removed from eBay's side. Click Disconnect eBay at the bottom of the eBay page, then Connect eBay again. Your items and matches are kept.

Shipping labels or ad fees aren't coming in from eBay

Older connections need permission for these. If the eBay page shows Reconnect eBay, click it; it takes a few seconds and keeps everything.

My spreadsheet import has rows that "need fixing"

• Sale price is required when Status is Sold: add the price, or change the status.
• SKU is also used on row N: each SKU can appear only once in a file.
• Dates or prices aren't recognized: use dates like 2026-10-01 or 10/1/2026, and numbers like 85.00 or $1,250.
• Columns are ignored: rename them to match the template.

Fix those rows in your file and upload it again; rows already imported (same SKU) are skipped.

A photo won't upload

• Photos must be images under 25 MB.
• Some browsers can't read iPhone HEIC photos. Try Safari, or share the photo as a JPEG.
• Check your connection and try again.

I didn't get an email from Hermes

• Check spam and promotions for noreply@mail.hermesims.com, and add it to your contacts.
• Optional emails (weekly summary, eBay sales) are for paid plans, and can be turned off in Settings → Emails. See Emails.
• The weekly summary goes out Monday morning in your time zone, once your account is a few days old.

Something else

Email zach@ztech-data.com with what you were doing and what you saw (a screenshot helps). Have an idea instead? Post it in the Idea Lab.