Troubleshooting

Common issues and how to resolve them. If you can't find a solution here, contact Ordery support for help.

Store Not Accepting Orders

Symptom: Customers see "Temporarily Unavailable" or "Closed" message.

Possible Causes and Solutions

1. You're outside opening hours

Solution:

Check Settings → Opening Hours
Verify current day and time match your schedule
Update hours if incorrect
Enable pre-orders in Settings → Order Fulfilment if you want to accept orders when closed

2. All fulfilment types are disabled

Solution:

Go to Settings → Order Fulfilment
Ensure at least one fulfilment type (delivery, pickup, table service) is enabled
Click Save Settings

3. Stripe is not connected or verified

Solution:

Go to Payments
Check your Stripe connection status
Complete any outstanding verification steps
Contact Stripe support if issues persist

4. Subscription payment failed

Solution:

Go to Billing
Update your payment method
Pay any overdue invoices
Your storefront resumes once payment clears

Payment Setup Issues

Symptom: Can't connect Stripe or payments aren't working.

Stripe Connection Failed

Solution:

Ensure you're using a supported browser (Chrome, Firefox, Safari, Edge)
Clear cookies and try again
Check that pop-ups are allowed
Try connecting from a different device

Verification Stuck

Solution:

Log in to your Stripe dashboard
Check for verification requests (documents, bank details)
Provide requested information
Allow 24–48 hours for Stripe to review

Payments Restricted

Solution:

Go to Payments in your admin panel
Review "Due Soon Requirements"
Complete all outstanding items
Contact Stripe support if unclear

Address Validation Failures

Symptom: Customers can't complete delivery orders; address errors appear.

Address Not Found

Solution:

Suggest the customer use the manual address entry option
Ensure they include a valid UK postcode
Check your delivery radius in Settings → Order Fulfilment — it may be too small

"Address Outside Delivery Area"

Solution:

Verify your store address in Settings → Store is correct
Check your delivery radius in Settings → Order Fulfilment
Expand radius if needed
Contact customer to confirm their address

Google Places Rate Limited

Symptom: "Address search temporarily unavailable."

Solution:

This is temporary; Google Places has usage limits
Customers can use manual address entry
Wait a few minutes and try again
Contact support if it persists for hours

Image Upload Issues

Symptom: Can't upload logo, hero image, or menu item images.

File Too Large

Solution:

Maximum file size is 5MB
Compress the image before uploading
Use online tools like TinyPNG or Squoosh

Unsupported File Format

Solution:

Only JPG and PNG files are supported
Convert GIFs, WebP, or other formats to JPG or PNG

Upload Fails with Error

Solution:

Check your internet connection
Try a different browser
Clear browser cache and try again
Try a smaller image
Contact support if the issue persists

Discount Code Not Working

Symptom: Customers can't apply a discount code at checkout.

"This code is not valid"

Possible causes:

Code is misspelled
Code has expired
Code hasn't started yet
Code has reached maximum redemptions

Solution:

Go to Discounts and check the code's details
Verify start and end dates
Check redemption limits
Update or create a new code if needed

"Minimum spend not met"

Solution:

Customer needs to add more items to reach the minimum
Check the discount's minimum spend requirement in Discounts
Clearly communicate minimums in your marketing

"You've already used this code"

Solution:

The customer has used the code before and it's limited to one use per customer
Offer an alternative code or explain the limit

Orders Not Appearing in Admin Panel

Symptom: Customer placed an order but it doesn't show in Orders.

Possible Causes and Solutions

1. Order placed on a different store/tenant

Solution:

Verify the customer used the correct storefront URL
Check if you have multiple Ordery accounts

2. Payment failed at checkout

Solution:

Ask the customer to check their email for confirmation
If no email, the payment likely failed
Customer should try placing the order again

3. Browser refresh or connectivity issue

Solution:

Refresh your admin panel
Check your internet connection
Try logging out and back in

4. Order was placed but customer didn't complete payment

Solution:

Incomplete orders aren't shown in the queue
Customer needs to complete checkout

SMS Notifications Not Sending

Symptom: Customers aren't receiving SMS notifications.

Customer Didn't Provide Phone Number

Solution:

Phone number is optional at checkout
Encourage customers to provide it for SMS updates

Invalid Phone Number

Solution:

Check the phone number in the order details
Contact the customer via email or call them directly

SMS Delivery Failed

Solution:

SMS delivery status may be visible in your notification settings or order history. Contact support if you need detailed SMS logs.
Customer's phone may not support SMS
Number may be incorrect or disconnected

Refund Issues

Symptom: Refund fails or customer hasn't received it.

"Insufficient balance"

Solution:

Your Stripe account doesn't have enough balance to cover the refund
Stripe will debit your connected bank account automatically
Wait for the debit to complete, then the refund processes

Customer's Card Expired

Solution:

Contact Stripe support to arrange an alternative refund method
Rare, but can happen if significant time has passed

Refund Pending

Solution:

Refunds take 5–10 business days to appear in the customer's account
Stripe processes refunds immediately, but banks take time
Ask the customer to wait and check again in a few days

Custom Domain Not Working

Symptom: Custom domain doesn't redirect to your storefront.

DNS Not Configured

Solution:

Log in to your domain registrar or DNS provider
Follow the setup instructions from Settings → Store
DNS changes take 24–48 hours to propagate
Use a DNS checker tool to verify settings

SSL Certificate Pending

Solution:

Wait for the SSL certificate to provision (can take a few hours)
Your storefront may show a security warning until SSL is ready

Domain Still Points to Old Site

Solution:

Clear your browser cache
Try a different browser or incognito mode
Wait longer for DNS propagation (up to 48 hours)

Team Invite Not Received

Symptom: Team member didn't get the invite email.

Email in Spam/Junk

Solution:

Ask them to check spam or junk folders
Add your Ordery domain to their safe senders list

Incorrect Email Address

Solution:

Check the email address in Team
Revoke the old invite and send a new one with the correct address

Invite Expired

Solution:

Resend the invite from Team

Order Status Not Updating for Customers

Symptom: Customers don't see updated status on the tracking page.

Status Not Updated in Admin Panel

Solution:

Ensure you're updating the order status in Orders
Statuses update the tracking page in real-time

Customer Viewing Cached Page

Solution:

Ask the customer to refresh the page
Clear browser cache if needed

Best Practices to Avoid Issues

Keep Settings Up to Date

Review opening hours, delivery radius, and fulfilment settings regularly
Update Stripe and payment details before cards expire

Test Regularly

Place test orders to verify the checkout flow
Test discount codes before promoting them
Check your storefront on mobile and desktop

Monitor Alerts

Check Payments and Billing for any warnings
Respond to Stripe verification requests promptly
Keep your email up to date so you receive important notifications

Train Your Team

Ensure staff know how to update order statuses
Show them how to handle common issues (refunds, cancellations)
Keep a printed copy of this troubleshooting guide

Still Need Help?

If you can't resolve an issue using this guide:

Check the Ordery Help Centre — Search for your issue
Contact Support — Provide order numbers, error messages, and screenshots
Check Stripe Dashboard — For payment-related issues
Consult Other Guides — Specific topics have detailed guides (e.g., Payments, Discounts)

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