Authenticity Issues and Authentication Verification

If you experience issues verifying an item’s authentication information, the troubleshooting steps below may help resolve the issue.

Certificate or Authentication Number Not Found

It is not uncommon for newly authenticated items to temporarily not appear in a third-party authenticator’s online database.

In many cases:

• Authentication databases may take approximately 3–4 weeks to update
• Newly processed certifications may not appear immediately after purchase or delivery

What We Recommend

If the certification number cannot be located:

1. Wait approximately 30 days after receiving the item
2. Attempt verification again through the authenticator’s database

If the certification still cannot be found after that timeframe, please contact Customer Service for assistance.

Received an Item Without a Hologram

Occasionally, a hologram sticker may become detached during handling or shipping.

If your item arrives without a hologram:

• Please contact Customer Service for review
• Depending on the situation, we may:
  • Offer a credit toward re-authentication
  • Offer a return or refund when applicable

Missing COA (Certificate of Authenticity)

Some items may not include a physical COA.

Many authentication companies now rely primarily on:

• Hologram authentication stickers
• Online serial verification databases

Before contacting Customer Service regarding a missing COA, please review the auction listing to confirm whether a COA was included with the item.

Incorrect Authentication Information

If an authentication number displays incorrect information within the authenticator’s database, please contact Customer Service so the issue can be reviewed.

Examples may include:

• Incorrect player or celebrity name
• Wrong item description
• Incorrect item type
• Mismatched authentication details

Information Required for Authentication Assistance

When contacting Customer Service regarding authentication issues, please include:

• Invoice number
• Lot number or item number
• Photos of the signature
• Photos of the entire item

For incorrect authentication information, also include:

• Clear photos of the hologram sticker

Contact Customer Service

Please send authentication-related concerns to:

[e-mail]

Important Notes

• Authentication database updates are controlled by the third-party authentication company.
• Not all authenticated items include physical COAs.
• Customers are encouraged to review listing descriptions carefully before purchase to determine what authentication materials are included.

Need Assistance?

If you have questions regarding the authentication included with a listing before bidding, please contact Customer Service at [e-mail].

Related Articles:

• Holograms, COAs, LOAs, and ALOAs Explained
• Stock Images in Auction Listings