Troubleshooting
When payments, emails, codes, domains, couriers or imports do not work as expected.
Payments Not Working
Shoppers cannot pay online, payments do not confirm, or paid orders are cancelled: what each checkout message means and how to fix it.
Orders Not Showing
A shopper says they ordered but you cannot find it in Orders: the tabs, filters and searches to check, orders waiting for payment, automatic cancelling and checkouts that never finished.
Emails Not Arriving
Shoppers or your team are not getting order emails, alerts or codes: how to see what Mercayo sent, and the real reasons an email does not go or does not land.
Domain Not Connecting
Your own domain stays on Waiting for DNS, Getting Certificate, DNS Changed or Not Working: what Mercayo checks, and how to fix the records at your domain provider.
Can't Sign In
Wrong password, too many tries, a lost authenticator, no code email or "Not Your Store": every sign-in message in the admin and what to do about it.
Store Not Updating
You changed something in the admin but your store still shows the old version: drafts not published, products not active, the wrong address or language, locked settings, and how Mercayo keeps pages fresh.
Photo Upload Problems
A photo or picture will not upload, is refused, or looks blurry: the file types and sizes Mercayo takes for products, logos, icons and banners, and every upload message explained.
COD Codes Not Arriving
Shoppers do not get the 6-digit code that confirms a cash on delivery order, or the code is refused: credits, limits, WhatsApp or SMS, expired codes, and what to check first.
Launch Is Blocked
LAUNCH MY STORE is greyed out or refused: each item on Before You Launch, what makes it Done, and the less obvious reasons it stays open.
Courier Sync Problems
Shiprocket or Shipway labels fail, orders say Reconnect needed, or tracking stops moving: every label-run message, the webhook, and how to reconnect without losing parcels.
Import Problems
A products or customers file will not check, rows are left out, pictures are not copied or an import stopped: every Import and Export message and how to fix the file.
Write to Mercayo's support with your store's address and what you were doing. Your admin's Help page has the details.
CONTACT SUPPORT