Why does the dashboard say my library could not refresh?
It means one database read failed on that page load, not that anything was lost. Your orders and PDFs are stored server-side. Reload in a few minutes.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
Because the dashboard could not read your library from our database on that one page load. The notice says it outright: your purchases are safe, reload in a few minutes. Your orders and credits are stored in the order database, and the report PDF is held in secure file storage the report record points at; the dashboard only displays them. Nothing is deleted by a failed read, and the page deliberately shows this message instead of pretending you have no orders.
- The message is a read failure on one page load, not a change to your purchases.
- The dashboard shows it instead of an empty library, so an error is never mistaken for zero orders.
- The report link in your delivery email opens a different page that does not depend on this query.
What the page is actually doing
When you open My Reports, the page reads your orders and their credit entitlements newest first, then loads the report items attached to those orders. Those reads are wrapped in a try/catch. If it throws for any reason — a momentary database problem, a connection that did not come back in time — the page sets an unavailable flag and renders the refresh notice with the exact words “Your purchases are safe. Please reload this page in a few minutes.”
The important detail is what the code does not do. It does not fall through to the empty-library screen, which would tell you that you have no vehicle files at all. Your orders and credits live in the order database and the report PDF in secure file storage, not in the rendered page, so a failed read changes none of them.
What to do next
Reload the page after a few minutes; the query runs again on every load and there is no automatic retry in between. If you need a report right now, open the link in your report-ready email instead: that link points at the report page for a specific report ID, which is a separate route from the dashboard library query.
If the notice survives several reloads over a longer period, contact support from the contact page with the checkout email and the eight-character order reference shown on your order page. Support's stated response target is two business days.
Steps
- Wait a few minutes, then reload My Reports.
- Meanwhile, open the report link from your delivery email.
- Note your order reference before writing to support.
- Confirm you are signed in with the verified checkout email.
What this does not cover
- The notice does not say why the read failed, and it cannot tell you whether the problem is momentary or ongoing.
- The dashboard loads a library only for a verified email address; an unverified account sees a different screen entirely.
- The page does not retry on its own — it renders once per load, so you have to reload it.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Does this mean my reports were deleted?
No. Nothing is deleted by a failed read. The page reads your orders, entitlements and report records; what it writes is account housekeeping — it keeps your customer record current and attaches any order paid with your checkout email to your verified account, which is also why an older browser-only access link for such an order is retired once the account owns it. Orders and credits in the database, and the report files in secure storage, are untouched, which is why the notice states that your purchases are safe.
Can I still open a report while this message is showing?
Usually yes. The report-ready email links directly to a report page by its report ID, and that page does not depend on the dashboard's library query. If that link also fails, contact support with your order reference.
Will I be charged again if I re-run the checkout?
Do not re-run checkout to work around this screen. A new checkout creates a new order and a new payment. Reload first, then use your emailed report link, then contact support.