Received a Problem Order Email? Here is a Quick Solution Guide

By PCGS - September 3, 2024

Is there an issue with your recent PCGS submission? There are many easy ways to troubleshoot these situations. Many of the issues you might encounter with a PCGS submission can be quickly fixed. Please review the problem description in the email you received and follow the steps listed in the resolutions below.

For all directions to contact our Problem Order Team please do so by phone at 949-873-0374 Ext. 226 or email [email protected].

Missing Payment

Please have your payment information available and contact our Problem Order Team. Otherwise, a PCGS Representative will contact you to obtain the payment information or payment method desired for your submission.

Fee Calculation for Requested Services is Incorrect

Once we’ve received your submission and have given it an initial evaluation, we may determine that the preselected fee calculations are incorrect. Please review your submission form and contact us to provide approval for the corrected amounts.

Missing Calculation of Fees

Please review the Fee Calculation section on the bottom of your submission form and then contact us to approve the estimated fees so that your submission may move through the process.

Item Count Does Not Match

After receiving your order, our team noticed that the number of items received does not match the submission form. Please contact us to review the items we received. We can arrange to have additional items shipped back to you or adjust your submission to include additional items that were missing from your form.

Selected Service Has Been Discontinued

Sometimes we receive items submitted for encapsulation consideration under labels or other services or specials we no longer offer. Please contact us to determine what qualifying service is suitable for your items. We’ll also go over instructions on how to proceed with the order.

Missing Authorizing Signature for Credit Card Payment

Please contact us for a speedy resolution to authorize the payment via DocuSign – a safe, convenient method for approving documents and transactions online.

Missing Shipping Fee Payment

Please have your payment information ready and contact us to arrange payment for shipping your items back to you.

Missing Handling Fee Payment

Please have your payment information ready and contact us to arrange payment for your missing handling fee.

Missing Oversized Holder Fee Payment

One or more items in your submission require a special oversized holder. These non-standard holders require a small additional fee. Please contact us to provide approval for this fee.

Missing Variety Attribution Service Fee Payment

While reviewing your submission, we noticed a missing payment for Variety Attribution service. Please contact us to approve the updated estimations and/or provide updated payment information. Please note that payment for a “variety” submission does not guarantee said variety will be attributed on the label, but it does ensure that our grading team will evaluate the coin for that variety. Please indicate what variety you hope to have recognized, regardless of whether it's major or minor.

Missing First Strike Fee Payment

First Strike submissions are a specialty service our graders provide for an extra charge. Please contact us to approve the updated estimations and/or provide updated payment information.

Missing Declared Values for Items

All items submitted to PCGS must include a declared value. Declared values are used both for insurance purposes for your submission, and to help determine service level. PCGS staff cannot instruct on declared values but there are research tools available to assist you. You can view suggested values by visiting the PCGS Price Guide, or researching recent auction results. Once you have determined the declared values of your items, please contact us to provide them.

Mixed Services Types on Submission (Raw, Crossover, Regrade, Reconsideration)

At this time, we can only process one type of service per submission. Please contact us so that we may assist you with determining the proper service type for each of your items.

Mixed Service Levels on Submission (World & U.S.)

At this time, we can only process one level of service per submission. Please contact us so that we may assist you with determining the proper service level for each of your items.

Submission Does Not Qualify for First Strike

Unfortunately, the items you submitted for First Strike service do not qualify. Please contact us to learn more and to provide direction for how you would like to proceed with your submission. We can either continue the submission without designating the items as First Strikes or return them to you.

No Service Level Selected

We received your submission without a service level selected. Please contact us to provide the needed selection and approve any additional fees/payment that might be needed.

Missing Submission Form

We received a shipment of items that are unaccompanied by a form and used the shipping label to find your account information. Please reach out to us to provide the submission forms so that we can proceed with your submission.

Missing FedEx Account Number

Please have your FedEx account number ready and then contact us so that we can return your items to you safely.

No Available Vouchers

You have selected to use a voucher on your submission but there is no available voucher on your account. Please contact us for a resolution or to provide payment information.

Declared Value Too High for Selected Service

Please contact us to approve a service level correction on your submission or to have your items returned to you.

Missing PCGS Collectors Club Membership

PCGS service is provided only to those who are PCGS Collectors Club members or PCGS Authorized Dealers. Please contact us with your PCGS Collectors Club account number or join online at PCGS Collectors Club so we can proceed with your grading submission.