Troubleshooting and FAQ

The questions that come up most. If yours is not here, see Where to get help.

Logging in

I forgot my password. On the login screen, click "Forgot password" and follow the email. If no email arrives, check spam, then confirm you are using the right email address.

It is asking for a code I do not have. That is two-step authentication. The code comes from your phone, either by text or an authenticator app. If you lost access to your phone, the store owner can help reset it.

I cannot see a section other people can see. Your account does not have permission for it. That is normal and usually on purpose. If you genuinely need it, ask the store owner to update your permissions (see Setting permissions and roles).

Orders

An order says "pending". What do I do? Pending means the payment has not cleared yet. Do not ship it until it shows as paid. See Payment status and capturing payment.

I shipped an order but the customer says they got no tracking. Open the order and confirm you added a tracking number and clicked to notify the customer. If you fulfilled without tracking, you can still add it. See Shipping labels and tracking.

A customer wants to change their order after placing it. You can edit an order to add or remove items, or refund and start fresh. See Refunds, cancellations and edits.

I fulfilled the wrong order. Open it and look for the option to undo or cancel the fulfillment. If you already shipped, contact the customer. When in doubt, call FireNet.

Products

My product is not showing on the website. Check its status. If it says Draft, it is hidden. Set it to Active. Also confirm it is in the right collection if your storefront shows products by collection.

It says I am out of stock but I have inventory. Inventory tracking thinks the count is zero. Update the quantity on the product or the Inventory page. See Tracking inventory.

I cannot add a price to my variants. Prices are set per variant, not on the main product, once variants exist. Open each variant to set its price. See Variants and options.

Settings

Can I change shipping rates / taxes / payments myself? You can look anytime. Changing them affects checkout and money, so read the relevant lesson first, and when unsure, call FireNet before you save.

I think I broke something. Do not keep clicking. Note what you changed and call FireNet. Most things are reversible if we know what happened.

General

Is it safe to click around and explore? Yes, viewing is always safe. The care is only needed when you save changes in Settings, Payments, Shipping, or Taxes. Everywhere else, explore freely.

Two people are logged in. Is that a problem? No, multiple staff can work at once. Just make sure each person uses their own account, never a shared one.