My account was disabled — what does it mean and what do I do?
A disabled account is a decision by the platform administration, not a subscription issue, and renewing does not lift it. See what you will see and how to contact the administration.
Troubleshooting
19 articles
How do I contact support, and what should I include?
Write to us through the contact page on the platform. See which details help us understand and solve your problem faster, and what you should never send.
My design changes don't show on my store — what do I do?
The usual causes: the edit wasn't saved, it was made on a theme that isn't active or in the other language, or a different Accent color is picked in the theme editor. Work through this list in order.
My custom domain isn't working — what do I do?
Most problems come from a change that hasn't spread yet, old nameservers left in place, or a wrong value. Go through these causes in order.
My Paymob or Kashier connection test fails. What do I do?
Every error you can get while saving or testing Paymob and Kashier keys, what it means and how to fix it.
I saved my store settings but nothing changed — what should I do?
Common reasons a change doesn't show after saving: a value that wasn't accepted and was ignored, a feature not in your plan, or a setting that doesn't affect the store yet.
My store is locked, or I paid and it's still locked — what do I do?
The most common reasons a store stays locked after paying: the receipt was never uploaded, it is still under review, it was rejected, or the account itself is disabled — and how to fix each.
Why isn't my product showing in my store?
A checklist of the real reasons a product doesn't show in your store, in search or in its category — and how to fix each one.
A customer says they ordered but I can't find it, or an order is stuck — what do I do?
Causes and fixes for the most common order problems: an order you can't see, a status that won't change, an order still 'Waiting for Payment' after delivery, and a customer who got no email.