Troubleshooting
Something not working? Step-by-step fixes for the most common issues — login and 2FA, payments and payouts, emails, domains, checkout, plugins and more.
17 articles
17 of 17
Fixes
16- Finding an order that is not in the listA customer says they ordered but the order is not on your Orders page. Check the tabs and filters first, then drafts, abandoned checkouts and the store you are in.Video3 min
- Fixing a discount code that does not workSeven reasons a code is refused at checkout, in the order they usually happen, with the field to check for each one.Video3 min
- Fixing a payout that is missing or lateYour customers have paid but the money is not in your bank. Check the payout status, the schedule, bank holidays, refunds and holds on your payment account.3 min
- Fixing a plugin that does not showA plugin you installed is missing from the menu, or it is there and does nothing. Check its status badge, where it sits in the menu, and whether its subscription is running.4 min
- Fixing a refund the customer has not receivedYou refunded the order and the customer says nothing arrived. Check how the order was paid first, then the timing, the activity timeline and the card it went back to.3 min
- Fixing billing and plan problemsWork out why a plan payment failed, what happens after a trial or subscription ends, and how to read a charge you do not recognise.Video5 min
- Fixing checkout failures and declined paymentsTell apart a missing payment method, a missing shipping rate, a card decline and a real fault, using the message the customer saw.3 min
- Fixing domain and SSL problemsWhat each domain status means, and how to fix a domain that will not load, a certificate stuck as pending, or the wrong site showing.Video3 min
- Fixing emails that land in spamVerify your sender domain with the DKIM records Orbit gives you, check the scope of the problem, and keep your sending reputation clean.Video3 min
- Fixing image upload problemsFormats, size limits and your image allowance, plus what to do when an image uploads but never appears on the product.3 min
- Fixing order emails that do not arriveCustomers not getting order confirmations, or your team missing new order alerts? Check the address, the spam folder, your sender domain and who each alert is sent to.Video4 min
- Fixing payment verification that is stuckOrbit Payments still not ready to take cards? Check for an unfinished setup form, details that do not match your company record, and documents waiting on you.Video4 min
- Fixing sign-in and two-factor problemsLocked out of your Orbit dashboard? Work through wrong passwords, missing reset emails, refused two-factor codes and lost devices, in the order that clears most lockouts.Video5 min
- Fixing stock numbers that do not matchFind where stock drift came from, from committed units to unreceived transfers, then correct the count and record the reason.Video4 min
- Fixing theme changes that do not showYou edited a page or a theme and your live store looks the same. Publish state, previews, caching and the wrong theme, in order of likelihood.Video4 min
- Helping a customer who cannot sign inA customer cannot sign in to your storefront. Check whether they have an account, then work through wrong passwords, missing reset emails, two-factor codes and hCaptcha.4 min