Welcome to the SuperRare Support Guide! As an organization, we strive to provide excellent customer support to all of our users. We understand that issues can arise, and we want to make sure that you have the resources and tools you need to get the help you need.
Below you'll find a list of helpful support guides, tips and resources.
Report a bug/issue
If you encounter any bugs or issues, please do not hesitate to report them to us. We welcome your feedback and value your input in helping us improve our platform. You may use the following links to submit your support requests:
☞ Support Request Form: Use this form to report any bugs or issues on the platform.
User Support Forms
☞ Compromised Wallet Form: If you're a victim of a hack, use this form to request support from our team. If you're a SuperRare artist, we will work with you to create a new account and provide the service to help maintain your account's history on SuperRare.com.
☞ Account Deletion Form: Please use this form to request deletion of your account profile and data on SuperRare.com. For 'Issue Type' select 'Legal'.
☞ Phishing Report Form: Please use this form to report impersonators/scammers using SuperRare IP. If an email handle does not contain @SuperRare.com it is a scammer - NO EXCEPTIONS!
SuperRare Account Issues FAQ
I want to change my username
You can change your username clicking "Edit Profile" on your profile page.
I'd like to merge two accounts
This is not currently possible on SuperRare. The unique identifier is the ETH address, meaning that currently every account has exactly one ETH address associated and that ETH address can't be used with another account. We plan to add multi-wallet support in the future.
I want to delete one of my accounts
If for some reason you want to delete your current account, please email us at [email protected] from the email account associated with your SuperRare account. Please include your username in the body of the email.
My collections/creations do not show up
If you have bought or sold artworks on SuperRare and changes do not appear on your profile, waiting will solve 90% of these cases. If after a couple hours, you still cannot see the changes, reach out to us through our Support chat bubble found in the bottom right corner of our site.
How to Clear Your Cache When Troubleshooting
If you're encountering an error logging in, viewing your profile, or any minor bug on the site, the steps below should resolve it!
Note: these instructions are compatible with Chrome or Brave browser on a computer. While clearing browser data is typically an effective solution across all browsers, the below steps are particular to the desktop versions of Chrome and Brave.
Step 1: Make sure you are logged out
If you are experiencing an issue while logged into SuperRare, it is best to log out first. Head to the homepage and log out of your account by clicking the small arrow in the top right corner. This arrow will give you a drop-down menu with an option to sign out at the bottom.
Step 2: Open your browser's console
There are a couple of ways to open the console: you can right-click anywhere on the screen and select the "Inspect" option, or you can click F12 on Windows or Cmd + Opt + I on Mac.
When the console opens, you should see it as a new window that displays on the right side of your screen
Step 3: Hard refresh + cache reset
While the console window is open, right-click on the refresh button on the top left of your browser and select the "Empty Cache and Hard Reload" option.
Step 4: Log in!
You should now be able to log in, view your profile, and experience SuperRare with ease! If this doesn't solve your issue, make sure you're using the correct wallet address that you registered with.
One trick to solve most problems
Log all the way out, refresh your browser, and then sign back in.
80% of the time if SuperRare isn't acting like how you expect it to, it's a login issue.
Logging out, refreshing your browser, and then logging back in is a good first thing to try.
Common Transaction Errors
How to troubleshoot issues that are commonly related to your wallet
The blockchain has enabled a whole new paradigm of collecting and selling art, but interacting with smart contracts and crypto wallet can sometimes feel tricky.
If a transaction has failed, there's a few common errors or situations you may be encountering. Tips for troubleshooting in these scenarios are listed below. Browse to see if any of them apply, and feel free to use the Support Chat if you still need help.
User Rejected Request
This error indicates that the transaction confirmation on your wallet was manually rejected. If you intended to reject the transaction, then there's no need to do anything else from your end. If you wished to resolved the issue, all you need to do is to confirmed and sign the transaction that is prompted by your wallet provider.
Another scenario could be that the confirmation transaction from your wallet lingers, and after a certain time, it times out. Check to see if your wallet prompts you and try confirming the transaction again with your wallet opened. This issue is common on mobile phones, so if you're transacting on iOS or Android, make sure to keep your wallet open.
Failed Transactions
Failed transaction errors can occur due to various reasons such as insufficient funds, incorrect input parameters, or network congestion.
Check Transaction Status: Begin by verifying the status of your transaction on the blockchain explorer. This will help you determine if the transaction was successfully broadcasted to the network or if it failed at any stage.
We recommend using https://etherscan.io/ to track all your transactions and it serves as the source of truth over marketplace platforms as this is what platform indexes.
Review Input Parameters: If the transaction failed, double-check the input parameters such as the recipient address, amount, and gas limit. Ensure that they are correct and within the specified constraints.
Gas Limit and Gas Price: Adjusting the gas limit and gas price can sometimes resolve failed transactions. Increase the gas limit if you suspect that the transaction requires more computational resources to execute. Similarly, adjusting the gas price can help prioritize your transaction during periods of network congestion.
💡TIP: Never set the gas to low as this will likely never be picked up by the blockchain.
Verify Sufficient Funds: Insufficient funds in your wallet can lead to transaction failures. Make sure that you have enough balance to cover the transaction amount as well as the associated gas fees.
Nonce Mismatch: Check if there is a nonce mismatch between your transaction and the current nonce of your account. This can occur if you have multiple pending transactions or if transactions were sent from other sources.
Wait and Retry: In some cases, failed transactions can be due to temporary network congestion or issues with the smart contract. Waiting for some time and retrying the transaction later might resolve the issue.