Common Issues

Can't Log In / Forgot Password

Solutions:

1. Click "Forgot Password" on the login page
2. Enter your email address
3. Check your inbox for the password reset link (check spam folder too)
4. Click the link and create a new password
5. If you don't receive the email after 5 minutes, try requesting again

Email Verification Not Working

Solutions:

• Check your spam/junk folder
• Add noreply@shopkatalog.com to your contacts
• Request a new verification email from your dashboard
• Try a different email provider (some block automated emails)
• Wait 10 minutes and check again (delivery can be delayed)

Social Login Not Working

For Google/Facebook/Twitter/TikTok login issues:

• Make sure you're logged into the social account first
• Check if you're using the correct account
• Try disabling browser extensions that block popups
• Clear cookies and try again
• Use incognito/private mode to test
• Try a different browser

Subdomain Already Taken

Each subdomain must be unique across all ShopKatalog shops.

Solutions:

• Add your location: myshop-lagos, myshop-abuja
• Add your niche: myshop-fashion, myshop-tech
• Add numbers: myshop2025, myshop01
• Use alternative words: theshop, mystore, shopname
• Try variations: my-shop, myshopng, myshop-online

Can't Create Shop / Shop Creation Fails

Check these requirements:

• Shop name: 3-50 characters
• Subdomain: 3-30 characters, lowercase letters, numbers, hyphens only
• Subdomain must start with a letter
• Description: At least 10 characters
• At least one contact method provided

My Shop is Not Showing / Can't Access Shop URL

Possible causes:

• Suspended: Your subscription may have expired
• Wrong URL: Make sure you're using the correct subdomain
• DNS propagation: New shops can take up to 5 minutes to go live
• Browser cache: Clear cache or try incognito mode

Check your subscription status in the dashboard under "Subscriptions"

Can't Upload Product Images

Check:

• File size: Maximum 5MB per image
• Format: JPG, JPEG, or PNG only
• File name: Remove special characters
• Internet connection: Stable connection required
• Browser: Try a different browser if issues persist

Product Not Showing on Shop

Verify:

• Product status is "Published" (not Draft or Hidden)
• At least one image is uploaded
• Product name and price are filled in
• Clear your browser cache and refresh
• Check if product is assigned to a category (if filtering by category)

Can't Delete or Edit Product

Solutions:

• Refresh the page and try again
• Make sure you're logged in (session may have expired)
• Check if you have permission to edit (shop owner only)
• Try from a different device/browser
• If product has active orders, some fields may be locked

WhatsApp Checkout Not Working

Common causes:

• WhatsApp number not added in shop settings
• Invalid phone number format (needs country code)
• WhatsApp not installed on customer's device
• Customer's browser blocking the redirect

Solution: Verify WhatsApp number in Shop Settings includes country code (e.g., +234 for Nigeria).

Instagram/Facebook Checkout Not Working

Check:

• Social media username is added in shop settings
• Username is entered without @ symbol
• Account is public or Business/Creator account
• Account accepts DMs from everyone
• Customer is logged into the platform

Not Receiving Order Notifications

Solutions:

• Check your dashboard - orders still appear there
• Verify email in account settings is correct
• Check spam/junk folder for notifications
• Enable browser notifications for real-time alerts
• Make sure social media DMs are enabled

Payment Failed / Can't Subscribe

Common reasons:

• Insufficient funds in account
• Card declined by bank (contact your bank)
• Incorrect card details
• Card not enabled for online payments
• Bank blocking international transactions

Try: Different payment method, different card, bank transfer, or contact your bank to authorize the payment.

Paid But Shop Still Suspended

Wait: Payment confirmation can take 5-15 minutes.

If still suspended after 30 minutes:

• Check your email for payment confirmation
• Log out and log back in
• Check "Subscriptions" page for status update
• Contact support with payment reference

Charged Twice / Wrong Amount

This shouldn't happen, but if it does:

1. Screenshot the double charges from your bank statement
2. Note the transaction references
3. Contact support immediately with evidence
4. We'll investigate and process refund within 3-5 business days

Shop Loading Slowly

Quick fixes:

• Check your internet connection speed
• Close unnecessary browser tabs
• Clear browser cache and cookies
• Disable browser extensions temporarily
• Try a different browser (Chrome recommended)
• Reduce product image file sizes (aim for under 500KB)

Dashboard Not Updating

Try these steps:

1. Refresh the page (Ctrl+R or Cmd+R)
2. Hard refresh to clear cache (Ctrl+Shift+R or Cmd+Shift+R)
3. Log out and log back in
4. Clear browser cache completely
5. Try incognito/private mode

Images Not Loading

Possible causes:

• Slow internet connection
• Browser blocking image loading
• Ad blockers interfering
• Corrupted image files

Solution: Disable ad blockers, check browser settings allow images, try different network.

Shop Looks Weird on Mobile

Try:

• Update your mobile browser to the latest version
• Clear mobile browser cache
• Try rotating to landscape mode
• Force refresh the page
• Use Chrome or Safari for best experience

Can't Upload from Mobile

Solutions:

• Grant browser permission to access photos
• Try using the camera instead of gallery
• Reduce image size before uploading
• Use mobile data if WiFi is slow
• Switch to desktop for bulk uploads