Troubleshooting Guide

Store Issues

Store Not Loading

Symptom	Cause	Solution
Blank page	JavaScript error	Clear cache, try incognito
404 error	Store unpublished	Publish from dashboard
Slow loading	Large images	Compress images

Products Not Showing

Check	Solution
Status	Set to “Active”
Inventory	Add stock or allow backorders
Collection	Add to at least one collection
Store	Ensure store is published

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Payment Issues

Stripe Not Working

Webhook Errors:

1. Check URL: your-domain.com/api/stripe-webhook
2. Verify webhook secret matches
3. Check Stripe Dashboard > Webhooks for errors
4. Ensure selected events: checkout.session.completed

Payments Not Updating:

• Verify webhook is receiving requests
• Check webhook response in Stripe logs
• Confirm secret key is correct

Manual Payments

Orders stay “Pending” until you:

1. Receive payment confirmation
2. Go to Orders > [Order]
3. Click “Mark as Paid”

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Order Issues

Missing Orders

Cause	Solution
Wrong filter	Check “All” tab
Payment failed	Check gateway dashboard
Search issue	Clear search, refresh

Can’t Delete Order

Only Pending/Cancelled orders can be deleted. Paid orders are preserved for records.

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Customer Issues

Can’t Delete Customer

Customers with orders cannot be deleted to preserve order history.

Duplicate Customers

May occur if customer uses different emails. Merge manually by updating orders.

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Domain Issues

Custom Domain Not Working

Step 1: Verify DNS

nslookup www.yourdomain.com

Should return: pintas.turbospark.my

Step 2: Check Propagation Visit dnschecker.org and enter your domain.

Step 3: Wait DNS can take 24-48 hours to propagate fully.

SSL Certificate Error

• Wait 10-15 minutes for certificate issuance
• Verify DNS is correctly configured
• Clear browser cache

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Login Issues

Can’t Log In

Issue	Solution
Wrong password	Use “Forgot Password”
Rate limited	Wait 15 minutes
Email not found	Check email spelling
Session expired	Log in again

Forgot Password Not Working

1. Check spam folder
2. Verify correct email
3. Wait and retry (rate limited)

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Image Issues

Upload Failed

Cause	Solution
File too large	Compress to under 5MB
Wrong format	Use JPG, PNG, or WebP
Browser issue	Try different browser
Network timeout	Check connection

Images Not Displaying

1. Check image URL is valid
2. Verify image file exists
3. Clear browser cache
4. Try hard refresh (Ctrl+Shift+R)

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Performance Issues

Slow Dashboard

1. Reduce date range in analytics
2. Clear browser cache
3. Check internet connection

Slow Storefront

1. Compress images (under 500KB each)
2. Limit products per page
3. Enable caching (automatic)
4. Use fewer featured products

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Email Issues

Not Receiving Emails

Check	Solution
Spam folder	Check and whitelist
Email configured	Verify in Settings
RESEND_API_KEY	Admin must configure
Customer email valid	Verify spelling

Wrong Sender Email

Update Settings > General > Store Email

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Integration Issues

Webhooks Not Working

1. Verify URL is correct
2. Check secret/key matches
3. Ensure HTTPS
4. Test with gateway’s tools
5. Check server logs

API Errors

Code	Meaning	Solution
401	Unauthorized	Log in again
403	Forbidden	Check permissions
404	Not found	Verify endpoint URL
429	Rate limited	Wait and retry
500	Server error	Contact support

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Getting More Help

If issues persist:

1. Gather Information

   • What you were doing
   • Error messages (screenshots)
   • Browser and device

2. Contact Support

   • WhatsApp: Link in dashboard
   • Email: support@pintas.ai

3. Check Status

   • API: /api/health
   • Status page (if available)