Troubleshooting
The symptoms merchants actually hit, their real causes, and step-by-step fixes
Ordered by how often merchants run into them. Find your symptom and work down the list.
Customers cannot top up credit
The storefront will not load
Check whether the store was switched off
Look at the plan card in Settings → Billing. If it is past due, that is a period left over from before hosting became free — press Bring it back online, which costs nothing, or wait one daily run and it lifts itself. See Hosting and wallet.
Check the URL
If you ever changed the store URL, every old link is dead. Use the current one from Settings → General.
Try a private window
That rules out your own browser cache and cookies.
A product is not showing on the storefront
| Check | Should be |
|---|---|
| Product status | Published — unlisted is direct-link only, draft is hidden entirely |
| Stock | At least one attached benefit with supply left, otherwise it reads sold out |
| Price | Set on every variant |
| Benefits | Not archived |
A product says "sold out" when you think it has stock
Product stock comes from attached benefits, taking the smallest one.
Open the product and see which benefits are attached
Open each benefit and read its amount left
Key benefits count undelivered keys — filter by available to see the true figure.
Add keys, or adjust the amount left
Text and secret-link benefits can be set to unlimited when there is no real cap.
With variants, check each variant separately
Each carries its own benefits; one empty pool makes that variant unbuyable.
The customer paid but says nothing arrived
Open the order and read the status
If it is delivered, the goods are bound to the order.
Send them to "my purchases" on your storefront
Everything they own is listed there, no old email link needed.
If a download link expired
File links are short-lived by design. Have them reopen it from the delivery page and a fresh link is minted.
If a key genuinely does not work
Handle it at the source and send a replacement, or refund the credit so they can buy again.
Theme edits are not showing on the live shop
- Confirm you pressed save — the preview always updates before saving
- If you were told the theme changed elsewhere, reload the latest theme and redo the change; nobody's work is silently overwritten
- Force-refresh the storefront
File uploads fail
| Message | What to do |
|---|---|
| Unsupported file type | Use images, video, audio, PDF, ZIP, or text |
| File too large | Shrink it, or host it elsewhere and add it as a link |
| Not enough storage | Delete unused files, or move large ones to links |
| The browser blocked a new tab | Allow pop-ups for this site and open the file again |
An order status will not change
Delivered and cancelled are terminal. If the screen says the transition is not allowed while the button is still there, the order was just changed elsewhere — reload. To give money back use refund, which is separate from status.
Still stuck
Collect this before contacting support; it gets you an answer far faster.
- Your store URL
- The order number and the customer email involved
- Any reference id shown (for slips or vouchers)
- When it happened, and a screenshot of the error