Common issues and how to resolve them

Use this page to check the most common problems in checkout, shipping, payments, imports, logins, vendor onboarding, and digital downloads. Each section lists the settings to check first.

Customers can only complete checkout after at least one payment method is connected.

1. Go to Settings → Payment.
2. Connect at least one payment method under Credit Card, Alternative Payment Methods, or Manual Payments.
3. If you use Bank Deposit, open Bank Settings, turn on Bank Checkout, and enter the account information.
4. To test checkout, enable Test Gateway and use card number 4242 4242 4242 4242. Turn it off again before you take live orders.

For details on each payment option, see Payment with Stripe and PayPal and Customer checkout flow.

1. Go to Settings → Shipping and confirm the enable toggle is on.
2. Under Shipping to, confirm the customer’s country is included. The options are Only these countries, Everywhere except these countries, and Anywhere in the world.
3. In the shipping profile, confirm the rate’s regions and any ZIP codes include the customer’s address.

For full setup steps, see Set up shipping zones and rates.

The vendor’s Status field shows the note “Please assign a plan to change status” until the vendor has a plan.

1. Open Vendors and select Edit from the vendor’s ⋯ menu.
2. Open the Subscription tab and assign a plan.
3. Return to the General tab and change Status.

The chat widget is placed through the page builder. Confirm the live chat widget is added to your storefront, then follow the steps in the live chat guide.

1. Confirm the endpoint URL is correct and can be reached from the internet.
2. Confirm the events you need are selected. For example, shipment updates use order.shipment.created and order.shipment.updated.
3. Check your receiving server’s logs to see whether the request arrived.

For event details and setup, see the webhooks guide.

1. Compare your CSV file with the format described in the import guide.
2. Open Products → All Products and use Import/Export to start the import again.

See Import and export products for the file format.

1. Open the customer’s record from Customers.
2. On the Overview tab, select Reset in the Password row.

See View and manage customers for more customer actions.

1. Open Vendors and select the Incomplete Onboarding tab to find the vendor.
2. Go to Settings → General and open the Vendor Onboarding tab. Check which steps are turned on: Email Verification, Business Details, Contact Information, Identity Cards, Tax Information, and Bank Information.
3. Ask the vendor to complete the remaining steps, then check their plan on the Subscription tab.

For the full vendor setup, see Vendor registration.

Files uploaded to Secure Storage are limited to 25MB.

1. If the file is under 25MB, check the file and try the upload again.
2. If the file is larger, add it as an External Link instead.

For how digital downloads are delivered, see Digital product delivery.

If the problem continues, open Support Tickets in the admin sidebar and include the order or product details.

• Customer checkout flow
• Set up shipping zones and rates
• Vendor management
• Import and export products
• Webhooks