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Support & Help

Get help with RTC Collector, report issues, and find answers to common questions.

Getting Help​

Help Center​

You're in it! Browse documentation by category:

FAQ​

See our FAQ for answers to common questions about:

  • Getting started
  • Collection management
  • Marketplace buying and selling
  • Billing and subscriptions
  • Technical issues

Search Documentation​

Use the search bar at the top to find specific topics.

Contact Support​

Email Support​

General Questions: [email protected] Billing Issues: [email protected] Technical Problems: [email protected] Marketplace Disputes: [email protected] Security Issues: [email protected] Privacy Questions: [email protected] Accessibility: [email protected]

Response Times​

Hobbyist (Free): 3-5 business days Collector: 1-2 business days Enthusiast: Same business day (priority support)

What to Include​

When emailing support:

  • Your account email address
  • Detailed description of the issue
  • Steps to reproduce (if applicable)
  • Screenshots (if relevant)
  • Browser and device information
  • Error messages (if any)

The more details you provide, the faster we can help.

Reporting Issues​

Bugs & Technical Problems​

Found a bug? Let us know:

  1. Email [email protected]
  2. Include:
    • What you were trying to do
    • What happened instead
    • Steps to reproduce
    • Browser and device
    • Screenshots or screen recording

Marketplace Issues​

Before Filing a Dispute:

  • Contact the buyer/seller directly
  • Try to resolve the issue amicably
  • Most issues can be solved with good communication

File a Dispute:

  1. Open the transaction detail page
  2. Tap "Report Problem"
  3. Choose a dispute category (Item Not Received, Item Not As Described, Payment Issue, Shipping Issue, Other)
  4. Provide evidence
  5. Submit

See Marketplace for dispute details.

Security Vulnerabilities​

Responsible disclosure:

  • Email [email protected]
  • Don't publicly disclose until we've fixed it
  • Include detailed description and reproduction steps
  • We respond within 48 hours

Report Abuse​

Report Terms of Service violations:

  • Email [email protected]
  • Use the Report button on content
  • Include URL and description of violation

We review all reports within 24-72 hours.

Community Guidelines​

Be respectful:

  • Treat others how you'd want to be treated
  • No harassment or abusive language
  • Follow our Acceptable Use Policy
  • Be honest in marketplace transactions
  • Help other collectors when you can

Feature Requests​

Want to suggest a new feature?

  • Email [email protected]
  • Be specific about what you'd like and why
  • Explain how it would help you
  • We read all suggestions

Known Issues​

Current known issues:

  • None at this time

Check back for updates on issues we're actively working on.

Status Page​

Check service status:

  • visit status.rtccollector.com (coming soon)
  • Follow @rtccollector on Twitter for updates

Browser Support​

Supported Browsers​

Desktop:

  • Chrome 90+ (recommended)
  • Edge 90+
  • Firefox 88+
  • Safari 14+

Mobile:

  • iOS Safari 14+
  • Chrome for Android 90+
  • Samsung Internet 14+

Not Supported​

  • Internet Explorer (use Edge instead)
  • Older browsers

System Requirements​

Minimum:

  • Modern browser
  • Internet connection
  • JavaScript enabled
  • Cookies enabled

Recommended:

  • Broadband internet
  • Latest browser version
  • 2GB RAM
  • Screen resolution: 1024x768 or higher

Troubleshooting​

Can't Log In​

Forgot Password:

  1. Click "Forgot Password" on login page
  2. Enter your email
  3. Check email for reset link
  4. Create new password

2FA Issues:

  • Use backup code if you lost authenticator
  • Contact support if you lost backup codes
  • We'll verify your identity before helping

Google Sign-In Issues:

  • Ensure pop-ups are not blocked for rtccollector.com
  • Try a different browser
  • If your Google account email matches an existing RTC Collector account, they will be linked automatically

Biometric/Passkey Issues:

  • Ensure your biometric device is registered in Settings > Security
  • On Android, check that biometrics are enabled in your device settings
  • On web, ensure your browser supports WebAuthn

Account Locked:

  • Too many failed login attempts
  • Wait 15 minutes and try again
  • Or contact support

Page Not Loading​

  1. Refresh the page (Ctrl/Cmd + R)
  2. Clear browser cache
  3. Try incognito/private mode
  4. Try a different browser
  5. Check your internet connection
  6. Contact support if problem persists

Images Not Uploading​

  • Check file size (max 10MB per image, auto-compressed to ~1MB)
  • Ensure file type is supported (JPG, PNG, WebP, GIF, BMP, TIFF)
  • Try a smaller image
  • Clear browser cache
  • Try a different browser

Features Not Working​

JavaScript Disabled:

  • RTC Collector requires JavaScript
  • Enable in browser settings

Cookies Disabled:

  • We need cookies for login
  • Enable cookies for rtccollector.com

Ad Blocker:

  • May interfere with some features
  • Try disabling for rtccollector.com

Mobile Issues​

  • Update the app from the Google Play Store (Android) or update the PWA (web)
  • Update browser to latest version
  • Clear app cache
  • Reinstall the PWA or native app

Android App Issues​

  • Collection not loading after login: Update to the latest version from the Google Play Store
  • Status bar covering content: Update to v1.6.0 or later
  • Sign in button stuck: Clear app data and try again
  • Biometric login not working: Ensure biometrics are set up in device settings, then enable in Settings > Security
  • Update prompt hidden: Update to v2.0.8 or later where the prompt appears above the navigation bar

Barcode Scanner Issues​

  • Camera not opening: Grant camera permissions in your device or browser settings
  • Barcode not recognised: Try holding the device steady and ensuring good lighting. Toggle the torch if in low light
  • Barcode not in database: You can match unrecognised barcodes to items manually — search for the item and link it

Account Recovery​

Lost Access:

  • Use "Forgot Password" flow
  • Verify your email address
  • Contact support if email is inaccessible

Hacked Account:

  • Change password immediately
  • Enable 2FA
  • Review active sessions and sign out all devices
  • Contact [email protected]

Feedback​

We love hearing from you:

  • What you like
  • What could be better
  • Feature ideas
  • Bug reports

Email [email protected]

Social Media​

Follow us for updates:

  • Twitter: @rtccollector
  • Facebook: /rtccollector
  • Instagram: @rtccollector
  • Reddit: r/rtccollector

Documentation​

All documentation is available at docs.rtccollector.com (this site).

Topics:

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Questions?​

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