> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jup.ag/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ and Troubleshooting

> Common questions and issues in Jupiter Gacha: pack opening errors, insured value vs market price, buyback window, card custody, authenticity, and shipping.

## Opening packs

<AccordionGroup>
  <Accordion title="I get an error when opening a pack">
    Pack opening fails for one of these reasons, in order of likelihood:

    1. **Not enough USDC.** Your wallet must hold at least the pack price multiplied by the quantity selected. The Open pack button shows "Insufficient USDC" when this is the case.
    2. **No SOL for network fees.** Every opening is a Solana transaction and requires a small amount of SOL, separate from the USDC pack price.
    3. **The machine is temporarily disabled.** A machine that runs too low on higher rarity cards is disabled until Collector Crypt restocks it. Try again later or open a different pack tier.

    Check your USDC and SOL balances first, then retry.
  </Accordion>

  <Accordion title="I opened a pack but the card is not in my Collection">
    Refresh the page. The interface can lag a few moments behind the on-chain state after an opening. Your pull is recorded on-chain the moment the transaction confirms; only the display is delayed. If the card is still missing after refreshing and a few minutes, [contact support](https://support.jup.ag/).
  </Accordion>

  <Accordion title="Why is Turbo mode forced on this pack?">
    Turbo mode becomes mandatory on a machine that runs too low on common cards, until Collector Crypt restocks it. While Turbo is forced, every Common pull is automatically sold back for USDC at the machine's buyback rate, and the app shows a notice on every opening so you are aware before you spin. The displayed odds are not affected. See [Turbo mode](/user-docs/trade/gacha/opening-packs#turbo-mode).
  </Accordion>

  <Accordion title="Do the odds change when the machine has fewer cards?">
    No. The odds per rarity tier are fixed and guaranteed regardless of how many cards remain in the machine pool. What changes with the pool contents is which specific cards can be drawn within each tier, and the pack's expected value.
  </Accordion>
</AccordionGroup>

## Value and buyback

<AccordionGroup>
  <Accordion title="What is the difference between insured value and market price?">
    The insured value is a reference value assigned by Collector Crypt, used to calculate the instant buyback amount. It is not an insurance policy and not a market price. On the marketplace, sellers set asking prices freely, so a card can trade above or below its insured value.
  </Accordion>

  <Accordion title="My 3-day buyback window expired. What are my options?">
    The guaranteed buyback for that card is no longer available and cannot be reopened. The card remains yours and stays vaulted at no cost. You can list it on the [marketplace](/user-docs/trade/gacha/marketplace) at a price you set, keep it, or [ship it home](/user-docs/trade/gacha/shipping).
  </Accordion>

  <Accordion title="Is the expected value a prediction of what I will pull?">
    No. The expected value is the average pull value across the machine's current pool, weighted by the odds. Individual pulls vary widely around it: on most packs, the majority of pulls fall in the lowest value range. The expected value also changes over time as the pool contents change.
  </Accordion>
</AccordionGroup>

## Cards, custody, and authenticity

<AccordionGroup>
  <Accordion title="Where is the physical card stored?">
    Every card is a physical graded slab held by a professional vaulting partner, for example PSA Vault or OmniVault. Different cards are stored with different partners. Open the card's detail page and check the Vault details section to see the vault and, where available, its location.
  </Accordion>

  <Accordion title="How do I know a card is authentic?">
    Every card in Jupiter Gacha is a slab graded and authenticated by a professional grading company such as PSA or CGC. The card detail page shows the grading company, the grading ID, and the authentication status. The grading ID can be verified independently on the grading company's own certificate lookup.
  </Accordion>

  <Accordion title="What happens to my card if I do nothing?">
    Nothing is required from you. The card stays vaulted with its custody partner and remains in your Collection indefinitely, at no storage cost. You can sell it or ship it at any time.
  </Accordion>

  <Accordion title="My card does not show in my wallet's NFT tab">
    Your ownership is recorded on Solana and always visible in your Jupiter Gacha [Collection](/user-docs/trade/gacha/collection), which is the reference view for your cards. Display in external wallet interfaces can vary depending on how each wallet indexes tokens.
  </Accordion>
</AccordionGroup>

## Marketplace

<AccordionGroup>
  <Accordion title="I bought or listed a card and the page shows a stale state">
    Refresh the page. After a purchase or a listing change, the interface can briefly show the previous state (for example a Manage listing button on a card you just bought). The on-chain state is correct; the display catches up after a refresh.
  </Accordion>

  <Accordion title="Why did I receive less than my asking price when my card sold?">
    Marketplace sales carry a 2% fee on the sale price, charged by Collector Crypt. A card sold at 100 USDC pays out 98 USDC. There are no other marketplace fees. See [Marketplace](/user-docs/trade/gacha/marketplace#the-2%25-sell-fee).
  </Accordion>
</AccordionGroup>

## Shipping

<AccordionGroup>
  <Accordion title="My shipment is delayed or has an issue. Who do I contact?">
    Shipping is operated by Collector Crypt, who also handle shipping support: delays, customs, and delivery issues go to them. Track your shipment first in Collection, Shipping tab, where each shipment shows its status, estimated delivery, and tracking link. To reach Collector Crypt support, use the chat widget at the bottom right of the Collector Crypt app at [collectorcrypt.com](https://collectorcrypt.com/). For anything else related to Jupiter Gacha, contact [Jupiter support](https://support.jup.ag/).
  </Accordion>

  <Accordion title="Why do I need to sign a message to see my shipments?">
    The Shipping tab loads your outbound shipments from Collector Crypt. Signing a message proves you control the wallet, so only you can see your shipments. It is a signature, not a transaction: nothing is sent on-chain and no fee is charged.
  </Accordion>

  <Accordion title="Is there a deadline to ship a card home?">
    No. Cards stay vaulted indefinitely at no storage cost. You can redeem a card whenever you choose.
  </Accordion>
</AccordionGroup>