Troubleshooting

A customer says an order or account email never arrived, and you need to find where it went. The causes are a short list, and this explains each one, from the message landing in spam because your store still sends from the default address, to a notification being turned off or the address being wrong, so you can get emails reaching inboxes reliably.

A customer cannot pay, or a payment did not go through, and you need to tell whether the problem is your store setup or the customer's card. This walks the payment provider and capture settings to check on your side, and the customer-side causes to rule out, so checkout can take money reliably.

A customer says a discount code will not apply, and you need to find why. This is a quick reference that maps what you see on the Discounts page to what it means and how to fix it, from an expired or scheduled discount to an eligibility rule, a usage limit, or a combination that is blocking the code.

A product is in your admin but customers cannot see it on the storefront, and you need to find why. This is a quick reference that maps what you see on the Products page to the reason a product is hidden and how to fix it, from a Draft status or missing sales channel to being out of stock or not in the collection the customer looked in.

Your storefront feels slow to load, and a slow store costs you sales as shoppers leave before it appears. This walks the usual causes you control, from oversized images and too many apps to heavy third-party scripts, so you can find what is weighing the page down and speed it up.

A customer says their order has not arrived, and you need to tell whether it has shipped, is still being prepared, or is held for another reason. The answer comes from the order's payment and fulfillment statuses, so this explains what each status means and what to do about it, so you can reply with a real answer and a tracking link rather than a guess.

You hit an error message in the admin or a customer hits one on the storefront, and you need a calm way to handle it. This walks the quick checks that clear most errors, how to tell a passing glitch from a real problem, and what to gather before you contact support.