What's happening
A bidder says lots are missing, the catalog looks incomplete, or they can't find your auction at all. Sometimes the cause is on the bidder's side (a filtered or cached view), and sometimes it's on yours (lots edited after upload but not re-uploaded, or hidden lots). Sorting out which side it's on takes about two minutes.
What to check first
View your auction on HiBid as a bidder would — open it in a browser where you're not signed in as the auctioneer. If lots are missing there too, the issue is on your side.
Did you edit lots after uploading? Additions, deletions, and changes made in your software after the initial upload don't appear on HiBid until the auction is re-uploaded/updated. If your catalog changed recently, push the update and check again.
Check for hidden or incomplete lots. Lots that are unpublished, missing required fields, or flagged as hidden won't display to bidders even though you see them in your software.
Confirm the auction is live and in the right dates. An auction outside its visible window, or not fully published, won't appear in search or browse.
What to tell your bidder
Refresh the page or clear the app cache. A stale page can show an outdated lot list, especially if you updated the catalog after they first opened it.
Check their filters and search terms. Category filters, keyword search, or a "closed lots" toggle can make a partial list look like missing lots.
Try the direct auction link. Send them the auction URL so browse/search issues are ruled out.
Try another browser or the other platform (web vs. app) to isolate a device-specific problem.
When to contact support — and what we check
Contact us if you've re-uploaded and verified the catalog from a signed-out view and bidders still report missing lots, or if the auction itself isn't appearing on HiBid after a successful upload. Send the auction number, an example lot number that's missing, and the bidder's report, and we'll check what's actually published on our end versus what your software sent.