TBBN troubleshooting: common problems and how to fix them

Signing in

My code didn't arrive.

Wait a minute — codes can take a moment.
Check spam, junk or promotions folders.
For phone codes, check the country code and that you ticked the SMS consent box.
Make sure it's the email or number you signed up with.
Request a new code and use the newest one.

"This link has expired or already been used." Sign-in links work once and expire. Select Back to login and sign in with a code.

"An account with this email or phone already exists." You already have an account — sign in instead of signing up.

"That email is already in use by another account." An email or number can belong to only one TBBN account. Sign in to the account that has it.

Another TBBN site keeps sending me to log in. Sign in on tbbnetwork.com in the same browser, and allow cookies for tbbnetwork.com — the sites share your sign-in through them.

Identity verification

It says Needs attention. Select Try again with a clearer photo: good light, no glare, all four corners showing. Try a different document if it keeps failing. See Verify your identity.

It's been In progress for a while. Select Check again. Most checks finish in a minute or two; we email you when it's done.

Listings and offers

My listing says it's under review. Something in it looked like a prohibited item. Wait for our email, or edit it to make clear what it is. See List an item.

I can't edit my listing. It's reserved in a trade, or it came from a store (edit those on the store).

"You don't have any active listings to offer yet." You need a listing of your own to make a swap offer. List one.

"This item isn't available for TBBN checkout." It's a sale-only listing — buy it on the store's own site.

Trades

I can't find my trade. Open My trades and look under Trade history.

The other person stopped replying. For a person-to-person swap, select The swap didn't happen to end it. For a store trade, the store closes it after the hold period. If you've lost money or an item, file a dispute.

Space bookings

I paid but the booking still says waiting for payment. Wait a minute and refresh — confirmation can take a moment. Don't pay again. If it doesn't update within a few minutes, report it from the booking page with Billing issue.

My card was declined. Check the details, or try another card. Some banks ask you to approve the payment in their app.

I can't reschedule. The host doesn't allow it, or you're past the Reschedule until cut-off. Cancel and book again — see Change or cancel a booking.

The pickup person didn't get a PIN. It's emailed only after the item is dropped off. Ask them to check spam.

Businesses and hosting

I can't create a Business. Verify your identity first and accept the Business Profile Agreement.

"Business must be verified before creating a Merchant account." Finish Stripe Connect, then try again.

"Only a registered business can create a Merchant account." Your Business is an individual profile. Create a registered business.

My Space isn't showing in search. Set its Status to Live, make it Public, give it a price, and check its location is enabled for TBBN Space. See Set up a Space.

I haven't been paid. Check that Stripe Connect shows COMPLETE. Earnings are paid on Mondays once the guest's reporting window has passed, and are held while a report on that booking is open. See Payouts.

It asks me for a code when I save. Your Business (or Merchant account) is verified, so changes are confirmed with a code we email you. Enter it and select Verify & save.

"Insufficient Business role for this action." Your role doesn't allow it — ask the owner or an Admin. See Team and roles.

"Your access to this Business is limited to other locations." You're on the team for some locations only, and this one isn't among them. Ask the owner or an Admin to add it under Team.

"Your access to this Business is limited to certain locations, so you can't do this Business-wide." Something that covers the whole Business (like adding a location) needs someone without a location limit.

"Only Operations, Support, Front desk and Viewer can be limited to some locations." The other roles work across the whole Business. Choose Every location, or pick one of those roles.

Merchant accounts and the API

"Your role on this Merchant account doesn't allow this." Your Merchant team role doesn't cover it (for example, a Developer can't create live keys). Ask the Owner or an Admin. See Merchant dashboard.

"Production keys are available once TBBN approves your Merchant account." Use a sandbox key until approval. See API keys.

My live key gets a 402 error. USAGE_BALANCE_EXHAUSTED: your allowance is used up and your usage balance is below zero — top up or upgrade. PAYMENT_REQUIRED: an invoice is unpaid — pay it. Reads and calls that finish existing trades still work, and sandbox keys are unaffected. See Plans and billing.

I get 401 Unauthorized. The key is wrong, revoked, or missing the Bearer prefix. Check the Authorization header — see Authentication.

I lost an API key. It can't be shown again. Create a new one and revoke the old one.

Webhook signatures don't match. Sign the raw request body exactly as received, with the secret for that endpoint. See Webhooks.

Every error has a requestId. Include it when you contact us — it lets us find exactly what happened. See API conventions.

Still stuck?

Ask in the community, or contact us from tbbnetwork.com/contact. Tell us what you were doing, what you expected, and any error message or request id you saw.