How panel health checks and alerts work

When a panel stops answering, new orders and renewals on it can't be completed. Your store checks every connected panel for you, so you hear about a problem before your customers do.

How the automatic checks work

• Every connected panel is tested about every 30 minutes, the same way as the Test Connection button.
• When a check fails, the panel's card on Panels → All panels gets a red border. It says what is wrong and lists the steps to fix it. The panel's own message is under Raw error.
• After 3 failed checks in a row, you get one alert for that outage, by email (and by push, if you use it). Your Dashboard also shows the panel with a Fix the panel button until it works again.
• When the panel answers again, the flag clears by itself. You don't need to do anything.
• A panel that has been failing for a day or more is checked less often, every few hours, so its provider doesn't block our servers. Test Connection always tests right away.

1Step 1 of 4Turn on the panel alert

Go to Settings → Notification preferences. Under System, find Panel issues and switch on Email (and Push if you have the Mobile App module). While you're there, check Low panel credits too. Click Save Changes.

2Step 2 of 4Check a panel yourself

Go to Panels → All panels and click Manage on the panel. Connection Status shows whether it is connected and when it last connected. Click Test Connection to check it now. If the panel shows as offline, click Fix connection settings to change its address or login.

3Step 3 of 4See how reliably orders are delivered

Once a panel has delivered orders, its page shows Provisioning health for the last 30 days: the Success rate, the average time to create a customer, how often a retry was needed, and what is still in progress.

Open the Activity Log tab to see Provisioning failures (last 30 days), one row per customer, with the panel's error. Click Retry provisioning to try one again. The API History tab lists the recent requests to the panel, with their result and how long they took.

For all your panels at once, go to Panels → Panel logs.

4Step 4 of 4Send new orders to a backup panel (optional)

With the Panel Failover module, a product can fall back to a matching product on a second panel:

1. Create the same product on your second panel first.
2. Go to Products, open the product's menu and click Edit details.
3. On the Panel failover card, choose the backup product.
4. Under Fail over when…, tick The panel is down (unreachable for 3+ hours, on by default) and, if you want, The panel is out of credits (off by default).
5. Click Update Product.

New orders then go to the backup while the main panel is down. The customer keeps the product and price they bought.