Troubleshooting

Can't log in / Forgot password

Solution:

1. Click "Forgot Password?" on login page
2. Enter your email address
3. Check your email for reset link
4. Create new password
5. If no email received, check spam folder

Email not recognized

Solution:

• Verify email spelling
• Try alternate email addresses you may have used
• Contact support if you can't locate your account

2FA not working

Solution:

• Ensure time is synced on your device
• Try backup authentication codes
• Contact support to disable 2FA temporarily

Order not importing from integration

Solution:

1. Check integration status (Integrations → Status)
2. Verify integration is active and connected
3. Check for error messages in integration logs
4. Manually sync orders (Integrations → Sync Now)
5. Verify order meets import criteria (paid, not cancelled)

Order stuck in "Processing" status

Common causes:

• Inventory shortage - check stock levels
• Address validation issues - verify shipping address
• Missing product information - ensure all SKUs exist
• Payment hold - check payment status

Shipping label won't generate

Solution:

• Verify address is complete and valid
• Check package dimensions and weight are entered
• Ensure carrier account is connected
• Try alternate shipping method

Inventory not syncing to sales channel

Solution:

1. Check integration connection status
2. Verify inventory sync is enabled in settings
3. Ensure SKUs match between systems
4. Manually trigger sync
5. Check sync frequency settings

Inventory count discrepancy

Solution:

• Review recent inventory transactions
• Check for pending orders using that SKU
• Verify receiving was properly recorded
• Request physical count verification
• Review inventory adjustment log

Shipping rates not displaying

Solution:

• Verify carrier accounts are connected
• Check package dimensions are configured
• Ensure origin address is set
• Try refreshing rates

International shipment rejected

Common causes:

• Missing or incorrect customs information
• Restricted products for destination country
• Missing commercial invoice
• Incorrect HS codes

401 Unauthorized error

Solution:

• Verify API key is correct
• Check Authorization header format: Bearer your_api_key
• Ensure API key hasn't expired or been revoked
• Verify API key has necessary permissions

429 Rate limit exceeded

Solution:

• Implement exponential backoff
• Reduce request frequency
• Batch requests where possible
• Check rate limit headers in response

Webhook not receiving events

Solution:

• Verify webhook URL is publicly accessible
• Check webhook is enabled
• Ensure correct events are subscribed
• Verify endpoint returns 200 OK
• Check delivery logs for errors

Shopify integration disconnected

Solution:

1. Go to Integrations → Shopify
2. Click "Reconnect"
3. Re-authorize app in Shopify
4. Verify permissions are granted

Orders not updating back to store

Solution:

• Check integration settings
• Verify "Update orders" is enabled
• Check for error messages in logs
• Manually push update to test