HGA Troubleshooting FAQ
I received an ‘Invalid credentials’ error when I tried to log into my account at http://orders.hybridgrading.com/. How do I fix this?
First, verify that you have entered your username and password correctly. If the username is correct, please retype your password and then click the ‘Login’ button again. If that fails to resolve the issue, the next step is to go through the password recovery process by clicking on the ‘Recover Password’ link.
When you click on ‘Recover Password’ you will see the following screen:
Enter the email address that is associated with your HGA account, and then click on the ‘Send Reset Email’ button. You will receive an email to that email address that looks like this:
Please be aware that the reset link is only good for 8 hours. Once you receive the email, click on the reset link to open the password reset page:
Enter the new password that you would like to have associated with this account. Please be aware that your new password must be at least 6 characters long, and it should contain at least one lower case letter, one capital letter, one number, and one special character. Also, make sure to enter the same password in both password fields.
Once you have entered the passwords, click on the ‘Submit Request’ button. You will be returned to the http://orders.hybridgrading.com/ login page. At that time, you can log into your HGA account using your new password.
How do I resolve an ‘Invalid CSRF Token’ error?
‘Invalid CSRF Token’ errors typically present themselves on phone-based web browsers. If you see an Invalid CSRF Token error, the first step is to try to reload the page. Should that fail to resolve the issue, the next step would be to clear your web browser’s cookies and cache by following the steps for your specific web browser. After clearing the cookies and cache, make sure to restart your web browser as well. If these steps fail to resolve the issue, please contact Customer Service.
I received a different error message or a blank page after trying to log into my HGA account! How do I fix this?
First, clear your web browser’s cookies and cache by following the steps for your specific web browser. After clearing the cookies and cache, make sure to restart your web browser as well. Should that fail to resolve the issue, you may be using an out-of-date web browser. Check to see if there are any updated versions of your preferred web browser, and install any required updates.
I am able to log into my HGA account, but I cannot place any orders! How do I fix this?
To place an order through the HGA portal, you must first verify your HGA account. Log into the email address that is associated with your HGA account. You should have received an email from ‘email@example.com’ that looks something like this:
Click on the ‘Click here to confirm your email address’ link in order to verify your HGA account. Please be aware that you must click on this link within 12 hours of the time it was sent. If it has been more than 12 hours since the link was sent, you can request a new verification email from your HGA profile page:
If you do not see the verification email in the main folder of your email box, please check your ‘Spam’ folder. Additionally, some email clients (such as Microsoft Outlook, for example) allow users to set up rules that automatically move specific emails to a different folder. If you have any rules set up in your mailbox, please verify that the email from ‘firstname.lastname@example.org’ has not accidentally been moved to another folder.
I’m getting an error when I try to ‘Save and Exit’ from an order I have started. How do I fix this?
The ‘Save and Exit’ feature will only work properly when every piece of information about every card in your order has been filled out, and label choices have been selected for all of them. If there is any missing information, or if any of the information has been entered incorrectly (for example, putting a non-numeric character in the ‘Declared Value’ field), the system will provide you with a notification about which field needs to be corrected. Once all the corrections are in place, click on ‘Save and Exit’ to pause your order.
My country is not available in the Mailing Country/Billing Country section of my HGA account profile! How can I get a new country added?
Contact Customer Service to have a new country added. Please be aware that there is a vetting process before the country can be added, and in some cases, we may be unable to ship to the country in question.
How do I toggle between seeing the words and the icons in the left-hand navigation bar?
Click on the icon indicated below (in the top-left corner of your HGA window, near the HGA logo):