Troubleshooting
A symptom-first reference for the storefront. Find your symptom, apply the fix.
Signing in
| Symptom | Likely cause | Fix |
|---|---|---|
| “Login failed” | Wrong email or password | Retype carefully; use Forgot your password? if unsure |
| Error mentions confirming your email | You never clicked the verification link | Press the Resend verification email button that appears, then click the fresh link (valid ~48 hours) |
| “That reset link is invalid or has expired” | Reset links last ~1 hour | Request a new one from Forgot your password? |
| “This page needs the link from your verification email.” | You opened the verify page directly | Open the actual link from the email |
| Signed out unexpectedly | Sessions last 24 hours | Just sign in again |
| “This invite link is no longer valid.” | Invite expired (typically 14 days) or already used | Ask for a fresh invite |
| Can’t register — “This store is invitation-only.” | Self-signup is off | Use Contact to request access, or get an invite |
“No store is configured for this address”
You opened an address that isn’t connected to any storefront. The page itself says it best: “Check the web address for typos, or contact the business that gave it to you.” Compare against the address on your supplier’s paperwork — including any subdomain — and make sure you’re not on a stale bookmark.
Products and prices
| Symptom | Likely cause | Fix |
|---|---|---|
| Product shows “Price on request” instead of a price | The seller has no contract price on file for your company for this item | Press Request a quote — the RFQ builder opens with the product pre-filled (Requesting quotes) |
| Prices look different from what a colleague quoted | You’re browsing as a guest (indicative prices), or your companies differ | Sign in; prices are per-company contract prices |
| “Please complete the configuration before adding.” | A required option group isn’t chosen | Fill every group marked * in the Configure panel until a configured unit price shows |
| “Already in your cart as a configured item — edit it in your cart.” | The cart already holds a configuration of this product | Edit or remove the existing configured line in the cart first |
| “Product not found, or the API is unavailable.” | Dead link or a momentary outage | Search for the product by SKU; retry shortly |
Cart and checkout
| Symptom | Likely cause | Fix |
|---|---|---|
| Order refused at Place order with a budget message | The order would push a cost-center (or company-wide) budget past its cap | Reduce/split the order, use a different legitimate Cost center, ask an admin to raise the budget, or wait for the period reset (Recurring orders, budgets and rebates) |
| Order placed but immediately On hold | Total exceeds your personal spending limit | Nothing is wrong — an approver must release it (Approvals and spending limits); don’t re-place it |
| Shipping method shows “No rates for this destination” | The seller has no rate configured for that country | Check the country code, try your default address, or proceed and confirm shipping with the seller via the order thread |
| “That coupon code isn’t valid.” | Typo, expired code, or conditions not met | Re-check the code and its conditions with the seller |
| Old cart totals look wrong | Prices changed since you built the cart | Press Re-check prices in the cart |
| “Could not load your cart.” | Temporary API issue | Refresh; your server cart is safe |
Quotes
| Symptom | Likely cause | Fix |
|---|---|---|
| “This quote could not be accepted (it may have expired).” | Past its valid until date, or superseded by a newer version | Open the quote thread and ask the seller to reissue/revalidate; check the quotes list for a newer version |
| “Your counter-offer could not be sent (the quote may have changed).” | The seller revised the quote while you edited | Reload and counter against the latest version |
| Send counter-offer button stays grey | You haven’t changed anything | Enter at least one Your price / Your qty, or add a note and a change |
Payments
| Symptom | Likely cause | Fix |
|---|---|---|
| “The card was declined. Please try another card.” | The card issuer refused the charge | Try another card, or pay by mobile money / bank transfer |
| Mobile money: “We have not had confirmation yet…” | The confirmation from the network is slow | If you approved the prompt on your phone, wait — the invoice updates itself; refresh after a few minutes |
| “Could not start the payment.” | Bad phone number or gateway hiccup | Check the number format (e.g. 07xx xxx xxx) and retry — retries can’t double-charge |
| Paid, but invoice still shows a balance | Bank transfers are recorded manually by the seller | Message the seller on the invoice thread with the payment reference |
Everything else
- “You’re offline” page: the store is a web app that notices lost connectivity. Press Try again once you’re back online.
- “Page not found”: the link is stale — use search or the sidebar. Any other error shows “Something went wrong… Please try again.” with a Back to the store button.
- Missing menu items (Recurring, Rebates): those features aren’t part of your seller’s plan — the store hides them rather than showing errors.
- Approvals says you need a role: “You need the approver or admin role to review approvals.” — ask your company admin to change your role (Managing your company).