This guide will help you resolve common issues encountered when using the musicMagpie Grading Portal.
1. Access Issues
Cannot Access the Portal
- Check the URL: Make sure you are using https://support-portal.musicmagpie.co.uk/
- Whitelisting: Only approved (whitelisted) partners can access the portal. If you are not whitelisted, contact your IT team or reach out to musicMagpie support.
- Browser: Use a supported browser (latest Chrome, Edge, or Firefox recommended).
Login Problems
- Correct Login Option: Select "Login with external account" if you are an external user.
- Credentials: Use your email and password provided by your IT security team.
- Forgotten Password: Contact your IT team to reset your password.
- Still can’t log in? Raise a ticket with our IT Service Desk
2. Order Search Issues
Barcode Scanner Not Working
- Check Scanner Connection: Ensure your barcode scanner is plugged in and recognised by your computer.
- Input Focus: Click into the barcode input field before scanning.
- Manual Entry: If scanning fails, click "Unable to scan? Enter barcode manually" and type the unique courier code reference.
Invalid Reference Number
- Format: Order numbers must begin with numeric digits (e.g., 123456).
- Error Message: If you see "Not Found," check for typos and try again.
- Order Status: Orders must not already be completed / paid. This can be confirmed with customer via the My Account section of the musicMagpie website.
3. IMEI/Device Check Issues
IMEI Not Accepted
- Retreving the IMEI: Use *#06# to locate a device IMEI, use the IMEI (not the IMEI2)
- Format: IMEI must be numeric. Double-check for any letters or spaces.
- Device Not Found: If you see "Device not found in our system," confirm the IMEI with the customer and try again.
- Manual Entry: If scanning the IMEI fails, type it in manually.
Device Check Fails
- Mismatch: If the device does not match the order, the portal will display a fail message and instructions to return the device to the customer.
- Retry: Double-check the IMEI and try again if you believe there was a mistake.
4. Cosmetic Condition Selection
Cannot Select Condition
- Step Order: Ensure you have completed the IMEI check before selecting a condition.
- Modal Not Closing: Click the "Close" button in the modal window to return to condition selection.
- Prices not Returning: Contact musicMagpie service desk, return the device back to the customer and request they come back later. Offer the customer support call line so that the customer service team can contact to help communicate when issue is resolved.
5. Offer Confirmation & Completion
Cannot Confirm Offer
- Checkbox: Make sure you tick the confirmation box to enable the "Accept Offer" button.
- IMEI Check: The offer cannot be accepted if the IMEI check failed.
Offer Declined or Cancel Order Not Working
- Faulty Devices: If the device is marked as Faulty, only the "Reject Order" option is available. The device must be handed back to the customer as the order cannot proceed.
6. General Troubleshooting
- Page Not Loading/Errors: Refresh the page or try a different browser.
- Unexpected Errors: If you see an error message not listed here, take a screenshot and contact IT support.
- Slow Performance: Check your internet connection and close unused browser tabs.
7. Getting More Help
- Training Documents: Access via the "Training Documents" section in the portal for step-by-step guides.
- Help Centre: Use the "Help Centre" link to report IT issues.
- Customer Support: For customer-related queries, use the "Customer Help" link.
- IT Support: For unresolved technical issues, contact our IT Service Desk
Thank you for using the musicMagpie Grading Portal!