How to fix orders that are stuck on the panel

When a customer pays, your store asks the panel to create their line (or, for a renewal, to extend it). This normally takes seconds. If the panel doesn't answer or refuses, the order isn't lost: it is retried automatically, and you can see it and retry it yourself.

Where waiting and failed orders are listed

• Subscriptions → Waiting for panel: paid, and waiting for the panel to create the line. Each row shows its status, the panel's last error and how many retries there have been. Click Refresh to update the list.
• Subscriptions → Failed delivery: the panel refused or didn't answer. Each row shows the panel's error with a label: Temporary — auto-retrying, Action needed or Needs review.
• Subscriptions → Needs manual set-up: subscriptions that need you to set something up on the panel yourself.
• On each panel's page: go to Panels → All panels, click Manage, and open the Activity Log tab. Provisioning failures (last 30 days) lists every customer whose line failed on that panel. Awaiting credits means the panel is out of credits.

1Step 1 of 4Fix the panel first

If the same error shows on many orders, the panel itself is the problem, and retrying won't help until it's fixed. Check the panel on Panels → All panels; a failing panel's card shows the cause and the steps. See Fix a panel that won't connect.

If the panel is out of credits, top up with your panel provider. Orders marked Awaiting credits then complete by themselves.

2Step 2 of 4Retry the order

Go to Subscriptions → Failed delivery and click Retry on the order. This retries creating the line on the panel. The row moves back to pending and is processed within a minute or so.

You can also retry from the panel's page: on the Activity Log tab, click Retry provisioning on the customer.

If the customer no longer wants the order, click Cancel instead.

3Step 3 of 4Check the customer's subscription

Go to Customers → All customers, open the customer and open the Subscriptions tab. Click Manage on the subscription to see its Panel Sync Status: which panel it is on, the status (Synced, Pending, Stuck, Error and so on), the panel's user ID and the last error.

• If a Retry button shows, click it. The Retry Panel Sync window shows the username and password (or MAC address) we will use. Check them and click Retry Sync.
• If the subscription is listed under Subscription History with a Fix button, click Fix to try creating the line again, with the same username or a new one.
• Once the line works, click Resend Credentials so the customer gets their login by email.

4Step 4 of 4Add a line that already exists on the panel

If a customer already has a working line that was made directly on the panel, don't create a second one. On the customer's page, click More, then Import existing line. Enter the line's username and password (or MAC address) and click Verify & add. We look for the line on all your panels, read its real end date and line ID, and add it to the customer.

Keep the panel and your store in step

• Renew, extend and change customers from your portal, not directly on the panel. Your store then keeps the right end date and sends reminders at the right time. See How renewals work.
• If a line is deleted or renamed directly on the panel, your store can no longer find it. Renewals then fail with A line no longer exists on …. Re-create the line from the customer's subscription (step 3), or cancel it if the customer has left.
• Don't make a line by hand on the panel while an order is still retrying. Otherwise the customer ends up with two lines.