Troubleshooting
The things that actually go wrong, in the order they're worth checking.
Ordered by how often they come up. If your problem isn't here, email support@cordeliaapps.com with your store name and, where relevant, an order id.
My store isn't in the app
Check the readiness checklist
A store needs a logo, one category and one product before it can even be previewed. Your dashboard shows which is missing.
Open your dashboard
Loading the publish card is what refreshes your store's preview visibility. If you cleared the checks in another tab, visit the dashboard.
Confirm you're signed in as the owner
Preview visibility is per-account. An unpublished store is visible only to the account that owns it — the same email you use in the console.
Check the status
Only a published store is visible to other shoppers. Draft, in review and changes-requested are all owner-only.
A payment succeeded but no order appeared
Checkout verifies every payment server-side before writing an order. A mismatched secret passes the charge and fails verification — the shopper is charged and no order is created.
Re-save both halves of your key pair together. Regenerating keys at your provider and pasting only the public half is the usual cause. Refund the affected shopper from your provider's dashboard directly.
Console pages look empty
Check the store switcher at the top of the sidebar. Every page is scoped to the selected store, and this is the most common confusion in the console.
A shopper can't check out
In order of likelihood:
| Symptom | Cause |
|---|---|
| "Doesn't deliver here" | Their address is outside your delivery areas. A prefix that's too specific excludes more than you meant. |
| Payment sheet doesn't open | No provider connected, or it's saved but not activated — you have to choose Use … for checkout. |
| Coupon rejected | A minimum, a window, or a usage limit. The app names which. |
| Checkout fails with "Insufficient stock" | That product's stock dropped below what they're buying after they filled their cart. The app knows what's left now, so it normally refuses before payment; this is the race where it can't — and if they had already paid, the payment is refunded automatically (details). |
A CSV import won't go through
The importer validates everything before writing anything, and lists each failure with its line number. The recurring ones:
- A category or brand name that doesn't exist. Products reference both by name and the importer won't invent one. Import categories and brands first.
unit_typemust beg,mlorpcs. Nokg, nolitre— convert.- A formatted price.
₹1,299.00isn't a number. It must be1299. original_pricebelowprice. A discount can't be negative.
A refund is stuck on Pending
Your provider accepted it but hasn't told your store it settled. Either set up the refund webhook so it flips automatically, or click Complete refund. The money has already reached the shopper — only your record is behind.
If it's Failed, use Retry refund. Retrying can't double-refund: your store checks for an existing refund on that payment first.
Notifications aren't arriving
- Push needs a real device. Emulators are unreliable.
- The shopper must have opened your store at least once — that's what subscribes their device.
- iOS push isn't enabled yet. Android is.
- Check the in-app notification centre. If the message is there, it sent, and the OS suppressed the banner.
Prices look wrong after changing currency
Changing currency changes the label, not the value. A ₹250 product in a store switched to EUR becomes a €250 product. Re-price your catalog, or switch back.
A product isn't findable
- Out of stock products stay visible but can't be added to a cart.
- A product in no category can't be reached by browsing. It's still searchable — assign it a category.
- Deleting a category orphans products that were only in it. Same effect.
Still stuck
Email support@cordeliaapps.com. Include your store name, what you expected, what happened, and an order id if there is one. That's usually enough to answer without a round trip.