Troubleshooting

Quick index — find your symptom, then read the matching section:

Symptom	Most likely cause	Fix
“Invalid credentials” at sign-in	Wrong email or password, or your account was deactivated.	See 8.1.
Sign-in demands an Organization ID	Your email exists on more than one marketplace.	Enter the org number from your operator (see Signing in).
“too many requests, slow down”	Too many sign-in attempts from your network in a minute.	Wait a minute, try once more.
Applied but heard nothing	Review is manual; or the invite email went to spam.	See 8.2.
Invite link says invalid/expired	Older than 14 days, already used, or revoked.	Ask the operator for a new invite (see Troubleshooting).
Listing rejected	The operator flagged a problem.	Read the reason, fix, resubmit (see Troubleshooting).
Product not on the storefront	It isn’t Approved, or its listing status hides it.	See 8.5.
Order stuck / buttons “fail”	Steps out of order, a teammate got there first, or the buyer cancelled.	See 8.6.
Payout missing	Orders not delivered yet, or the operator hasn’t run a payout.	See 8.7.
Photo won’t upload	Not an image, too big, or the 5-photo cap.	See 8.8.
Import skips rows	Data problems in those rows.	See 8.9.
Page shows “Failed to load …”	Connection blip or an expired session.	See 8.10.

I can’t sign in

1. “Invalid credentials” covers both a wrong password and an unknown email — check both carefully, including which email address the invite was sent to.
2. If a teammate manages your vendor’s Team page, ask them to check your row: if your status is inactive, an admin must re-tick Active (can sign in) on your account. They can also set you a fresh password via Reset password in your edit dialog.
3. If you are the only user and locked out, contact the marketplace operator — they can reset your access from their console.
4. The vendor sign-in page has no self-service “forgot password” link — password recovery goes through a vendor admin teammate or the operator, as above.
5. If you were signed in and got bounced back to the sign-in page, your ~24-hour session simply expired. Sign in again; you’ll return to where you were.

My application is pending forever

Applications are reviewed by a human at the operator — there’s no automatic approval. If it’s been more than a few working days:

1. Search your inbox and spam folder for the invite email.
2. Email the operator, quoting your business name and the contact email you applied with. They can see your application, approve it, and even read you the invite link directly off their screen.
3. Don’t submit a duplicate application — it just splits the record.

My invite link doesn’t work

“This invitation is invalid or has expired. Ask the marketplace operator to send a new one.” means exactly that: invites are single-use and die after 14 days. Ask the operator for a fresh one. If instead you get “could not accept invite (an account for this email may already exist)”, the invite was already redeemed — go to the sign-in page and sign in; if the password is a mystery, see Troubleshooting.

My listing was rejected

1. Open Products, find the red Rejected row, and click the expand arrow — the operator’s reason is shown in full under Rejected.
2. Fix precisely what the reason says (photos and prices are the usual suspects).
3. Save & submit from the edit dialog (or Submit for approval on the row). It returns to In review.
4. Reason missing or baffling? Ask the operator — the reason field is optional on their side, so a rejection can arrive with only the generic “Update it and re-submit for review.”

My product doesn’t show on the storefront

This is the moderation gate working as designed. Check, in order:

1. Status is Approved? Anything Draft, In review or Rejected is invisible to buyers, full stop. Submit it and wait for approval.
2. Did you edit it recently? Editing an approved product sends it back to In review — it stays off-market until re-approved.
3. Listing status Active? Open the edit dialog: if Listing status is Draft or Disabled, buyers won’t see it even when approved. Set it to Active and save (this triggers a re-review).
4. Still missing while showing Approved and Active? Contact the operator — placement on the storefront (categories, search) is on their side.

An order is stuck / the button fails

• “Update failed” with “cannot move from [x] to [y]” means the order changed under you — usually a teammate clicked first, or you skipped a step. Refresh the page; the row will show the true state and the right button.
• A pending order you can’t fulfil should be cancelled, not ignored — the confirm text says why: it tells the operator you can’t fulfil it.
• A shipped order that never arrives is a conversation with your carrier — the portal only records what you tell it. Once it lands, Mark delivered so your payout clock starts.
• If the order vanished from its filter, it was probably cancelled from the buyer’s side — check the bell for “Order ORD-… was cancelled” and check the cancelled filter in the status dropdown.

Where is my payout?

Walk the money path:

1. Are the orders delivered? Only delivered sub-orders earn payouts. Shipped-but-not-delivered orders are invisible to the payout run — mark them delivered when they land.
2. Check the Pending payout card. If your money shows there, it’s earned but the operator hasn’t generated a payout run yet. Payout cadence is the operator’s; your Net-N terms (also on this page) say how long after delivery payment is due.
3. Check the payout’s status. processing means in flight; failed shows its reason under the tag (often a wrong account detail — fix that with the operator, who can retry); paid means the money went — match the Reference against your bank or mobile-money statement before assuming it’s missing.
4. If delivered orders are old, nothing is pending, and no payout row explains it — contact the operator with the order references from your remittance-less orders (the Orders page gives you each net figure).

Photos won’t upload

• “Only image files are supported.” — the file isn’t a JPEG, PNG, GIF or WebP image (PDFs and Word documents won’t work). Export/convert it to one of those.
• Very large files fail — keep each under 25 MB.
• The 5-photo cap is absolute; remove one (the × on its thumbnail) to make room.
• Remember photos live in edit mode only — create the product first, then reopen it.

The import skipped rows

The result line tells you the score — “…[z] skipped.” — and each skipped row is itemised as “Row [n]: [message]”. Fix exactly those rows in your file (missing SKUs and malformed prices are typical) and upload again; already-applied rows simply update harmlessly on the second pass. If the whole file fails (“Import failed” — “Check the file format and columns.”), re-download the template and rebuild your columns to match it.

A page says “Failed to load …”

“Failed to load dashboard”, “Failed to load products”, “Failed to load orders”, “Failed to load payouts” and “Failed to load team” all mean the same thing: the portal couldn’t fetch that page’s data. Click the refresh icon in the page header or reload the browser. If you’re bounced to the sign-in page instead, your session expired — sign in and you’re back. Persistent failures across pages usually mean the marketplace itself is having trouble; tell the operator.