Support for Terapeak for eBay

We understand your questions need quick answers!  These FAQs cover questions specific to Terapeak Domestic and Terapeak International.

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  • How can I learn to use Terapeak?

    Video Tutorials - we have a variety of video tutorials that go through, step-by-step, the valuable research you can do with our tool, and help you make the most of Terapeak eBay research. These are great if you want to learn to perform a specific task within Terapeak.

    User Manual - you may wish to read our User Manual. It provides a good overview of the basic functions of Terapeak for eBay and will get you started quickly.

    Customer Support – if you’re still having problems, want some more guidance, or are ready for more advanced Terapeak strategies, contact our Customer Support department.

    Support staff can be reached by phone: +1(866) 959-8372, email.

    Support staff is available Monday through Friday (excluding holidays) during the hours of 8am – 4pm Pacific Time. Leave a message if you can’t reach them during those hours and they will get back to you as soon as they can. Our support staff is very knowledgeable, considered the best in the business, and is happy to help, so don’t hesitate to reach out if you have questions or comments!

  • What do "Average Sold Price" and "Sell Through" mean?

    Average Sold Price is the average end price of all of the sold items contributing to an entry on your report.  Unsuccessful listings or listings where there are no item sales do not affect Average Price statistics.

    Sell Through is the success rate based on the number of listings with at least one sale, compared to the number of listings without any sales.  Sell Through rates do not compare item sales to items offered statistics.

  • How much historical data (completed listings) can I view?

    Terapeak International users can access 365 days of individual item listings in 90 day increments, and two years of category trends.

    Terapeak Domestic users can access 365 days of individual item listings in 90 day increments, and two years of category trends for eBay.com.

  • How do I research listings that are older than 90 days?

    Terapeak allows you to research 365 days of closed listings. The reports include 90 days of data at a time. To work back through a year of data, use the date selector to the right of your search bar. Click the date, and select “Custom”. This will reveal a calendar from which you can choose the date range of your search. Use the arrows to advance and reverse through months.

    Click “Done” to commit your new date range, and then “GO” on the search bar to launch your search report.

  • Why can’t I see thumbnails for listing results that are older than 90 days?

    Thumbnail images are removed from eBay’s systems along with the original auction page content once a listing has been closed for more than 90 days.

  • How does Hot Research work?

    Hot Research gives you access to reports on hot products, hot media, hot searches, and hot titles. All of these tools help you find the hottest-selling items on eBay, and discover up-and-coming niche markets.

    Hot Products shows you how to determine the top products within categories. Enter a keyword, and the tool will return popular products related to that keyword. Hot Titles evaluates the best-selling titles on the market. Review categories, or select specific keywords of your own.

    Hot Titles evaluates the best-selling titles on the market.  Review categories or select specific keywords of your own.

    Hot Media lists and ranks the top Books, Games, DVD/Blu-rays, and Music sold on the eBay marketplace, showing sell-through, average price, number of bids, and number of items sold.

    Hot Searches allows you to see the top keyword searches either by category or your own keyword search. If you enter a specific keyword, Hot Searches will return the top keywords related to the one you've entered. For example, a query for "shoes" may return such related terms as "sneakers", "Nike", "women's", etc. The results are based on actual user keyword searches on eBay, with results updated at least weekly.

  • How do I cancel my subscription?

    To cancel a PayPal funded Terapeak subscription:

    1. Log into your Terapeak account.
    2. Visit the Account page.
    3. Click Cancel Subscription.
    4. Answer the short exit survey
    5. Click Complete Survey.
    6. Click Continue. You will be redirected to PayPal’s site. Please log into your PayPal account.
      1. If you have multiple PayPal funded Terapeak subscriptions, you will be asked to select the subscription you would like to cancel.
      2. If you have only one Terapeak subscription, you will be taken directly to the Subscription Details page.
    7. Click Cancel Subscription. PayPal will ask you to confirm your cancellation. (Repeat for each Terapeak subscription requiring cancellation).

    Once completed, the cancellation of your Terapeak subscription will appear in your account activity feed in your PayPal account. You may also receive confirmation by email from PayPal depending on your notification settings. If you are unsure whether the cancellation was completed, please contact our support staff for assistance.

    To cancel a Credit Card funded subscription:

    1. Log into your Terapeak account.
    2. Visit the Account page.
    3. Click on Cancel Subscription. 
    4. Click Cancel Subscription.
    5. Answer the short exit survey
    6. Click Complete Survey. A page will appear confirming that the survey has been completed.
    7. Click Continue. A confirmation page will appear, stating that your subscription has been canceled

    Important: If you do not reach this page, your subscription will remain active. If you have difficulty reaching this confirmation page or are unsure of whether the cancellation was completed, please contact our support team by email for assistance.

    To cancel an account created through our newest payment processor, Avangate:

    1. Log into your Terapeak account.
    2. Visit the Account page.
    3. Click on Cancel Subscription.
    4. Click Cancel Subscription.

  • Why can't I login?

    Do you see an error message that reads, "wrong username or password"? Either your email address or password was input incorrectly.

    Check to make sure that Caps Lock is not activated (your password is case sensitive). If your password contains numbers, also ensure that the Number Lock key is active.

    If you have forgotten your password, visit the log-in page, and use the password reset option found on that page. An email will be sent to your log-in email address. If you do not receive the password reset email, check your spam emails to make sure the automated email was not mistaken for spam. It is also possible that either your email address is not on file, or it was submitted with a typo during the sign-up process. Please contact Terapeak support staff for assistance if you cannot identify the email address on file.

    Do you see an error message informing you that your subscription is pending? If you did not complete the sign-up process, you may have log-in details on file, but no active subscription. If you have a record of payment being processed for your subscription, please contact Terapeak support staff for assistance. Otherwise, please retry the sign-up process.

    Do you see an error message informing you that your subscription has expired? If you have canceled your subscription, or your renewal payment did not process successfully, access to your Terapeak subscription may have ended. If you would like to sign back up, visit the Plans And Pricing page.

    Do you see an error message regarding cookies? Terapeak requires that you have cookies enabled in your browser. Edit your browser settings to allow cookies, also, make sure that any security or anti-virus software you may have allows cookies.

  • What is the Default Timezone?

    Terapeak's results display time using PST (Pacific Standard Time). Results are automatically adjusted for Daylight Savings depending on the date they belong to. You can set your preference for the time zone displayed on Terapeak reports by visiting the Preferences page.

  • Why do Terapeak’s default settings require a Flash plug-in?

    Terapeak uses Flash technology to display its charts. We do this to provide you a richer, more interactive user experience, including the ability to mouse over bars and points to see chart values and the ability to swap charts with text information. You can switch between using Flash or images on the Preferences page.

  • Why do some of my research queries take longer to return results than others?

    The amount of time required by Terapeak to return your results depends on the number of items your query finds. This is influenced by both how broad your search is, and the time period for which you've chosen to see metrics. For example, a search for "shoes" is broader and will take longer than a search for "red heeled coach shoes". Similarly, searching for data over an entire 90 days will take longer than searching for data over 14 days.

  • Which sites does Terapeak support?

    Terapeak supports the following eBay sites:

    • eBay.com
    • eBay.co.uk
    • eBay.com.au
    • eBay.ca
    • eBay.de
    • eBay.fr
    • eBay.it
    • eBayMotors.com Parts & Accessories

  • Can I find out what the Hot Searches are on other eBay sites internationally?

    Hot Research is available for eBay.com and International eBay sites in the following countries: the UK, Canada, Germany, France, Italy, and Australia. Hot Research tools have drop down menus that allow you to select the country on which you would like to perform research.

  • Can I research vehicle sales on Terapeak?

    Terapeak does not currently include vehicle data.

    However, eBay Motors Parts & Accessories data is available to International subscribers.

  • Why do I see a small surcharge on my credit card statement?

    Because Terapeak is a Canada-based merchant, processing on a Canadian terminal, a very small percentage of non-Canadian subscribers will be billed a $0.50 - $0.75 transaction fee along with their subscription payment. This surcharge is added by your bank and is conditional on the type of card/account you use for payment. This rarely happens, and it depends on your bank.