Troubleshooting common issues - where to look first

Most problems come down to one question: did the payment arrive, and did your panel create the line? Check in this order and you will usually find the cause in a few minutes.

1Step 1 of 6Check the payment

Go to Invoices → Payment logs and search for the customer's email. If the payment is not Paid, the order is waiting for its payment. See Payment gateway troubleshooting.

2Step 2 of 6Check the delivery lists

If the payment is paid, look under Subscriptions → Delivery:

• Waiting for panel: paid, and waiting for your panel to create the line. A short wait here is normal.
• Failed delivery: your panel refused the request or didn't answer. Each row's status shows Error, Suspended or Stuck (waiting far longer than it should).
• Needs manual set-up: subscriptions that need you to set something up on the panel yourself.

3Step 3 of 6Read the panel's answer

On Failed delivery, the Error column shows what went wrong. For the full answer, click the eye icon on the row to open Subscription Details and open the Panel Sync tab. Common answers:

• Insufficient Credits: your reseller account on the panel has run out of credits. Top up on the panel.
• Package Error: the panel did not accept the package your product uses. Check that the package still exists on the panel and is the one the product is set to.
• Username Conflict Detected: the panel already has a line with that username.

If the panel timed out, the tab says so. That is usually temporary, and the setup finishes by itself once the panel answers again.

To see everything your store asked your panels to do, go to Panels → Tools → Panel logs and click Errors.

4Step 4 of 6Fix the cause, then retry

Fix the problem on your panel or in your product first. Then, on Failed delivery, click Retry on the row. You see Provisioning retried, and the store asks the panel to create the line again.

If the order should not be delivered at all, click Cancel on the row and confirm with Cancel subscription.

5Step 5 of 6Check that the customer got their details

Once the line exists, go to Orders and click the order to open Subscription Details, then open the Credentials tab. It shows the login details and the Email Status: either when the email was sent or Not sent yet.

6Step 6 of 6Still stuck?

Go to Help → Contact platform support. Send the customer's email, the invoice ID from Payment logs, and the exact error text from Panel Sync. That lets us find the order straight away.