What the usual error messages mean and what to do about them.
"The server did not answer just now"
The connection dropped or a request took too long (big searches, slow replies from PostEx or Shopify). A very common cause is a connection that sat quiet for a minute or so and went dead on the way (the first button pressed after a pause fails at once, the second works). Looking things up is tried again by the app itself; since v85 the app also checks the line with a tiny request before it saves or books after a quiet spell, and since v86 a save that is cut off is sent again by the app (up to two more times); the server carries it out only once, so nothing is booked or saved twice. If you still see this message, the line stayed cut for all three tries: check the list first because the save may have gone through, then try again. Still happening? Tell your admin the page and the time.
"Server error: …" or "The hosting firewall refused the request"
The server itself had a problem. Send the exact message to your admin or support; it says where it happened.
"This site can't be reached" / ERR_CONNECTION_RESET, then the page loads by itself
A short network or hosting hiccup. If it happens often, note the page and time and tell your admin.
Booking: "City not in PostEx list"
Pick the city from the suggestions or the list; PostEx only accepts its own spelling. Press Refresh cities if a city is new.
Booking: "Phone must be 03xxxxxxxxx"
Fix the number in the row (11 digits starting with 03).
Orders were booked but not fulfilled in Shopify
Shopify is Off or in Practice mode (a warning at the top of the Book page says so), or fulfilment is switched off in Booking settings. Use ↻ (send to shop again) in Book › Bookings after fixing it.
"Too many wrong attempts"
Logging in is paused for 15 minutes after 5 wrong passwords. Wait, or use Forgot password.
Emails are not sent
Check Settings › Email and press Send me a test email. Gmail needs an App Password, not your normal password.
"Store not found" or "Store paused"
The address has a typo, or the platform owner paused the store. Log in on the main address with your email to be taken to the right store.
Where is the menu at the top?
Since v68 the whole menu is on the left (on a phone: at the top left). See Finding your way.
Orders show "Waiting for tracking" although they have a tracking number
The number was entered somewhere else (Set tracking #, a courier report, or an older copy of the tracker). Open the Book page: matching bookings pick the number up by themselves and a note says how many were filled in.
Courier replies do not appear on claims
Check Claims › Email templates & replies › Advanced › Replies from couriers: it must be ticked and Test connection must succeed. The last problem is shown under the buttons. Replies are only matched to claims emailed from the tracker, by the email thread or the CLM number in the subject.
I deleted something by mistake
Look in Records › Trash and press Restore. Items stay there for 30 days unless your store chose another number.
An order number is rejected
It does not match the shop's rule. An admin can check it under Settings › Sales channels › the shop › Orders & updates › Valid order numbers (and a courier's own rule on its Order numbers tab).
New orders do not show on the Orders page
Press Refresh. For instant arrival an admin turns on the shop's webhook (Settings › Couriers › your shop › Webhooks). Without it, new orders still arrive by themselves within a few minutes.
A bank payment is not listed in Recent receipts
Press Check now. If it is still missing, open Banks: the mailbox must connect, the sender address must match the bank's alerts and the sample must read an amount. You can also Paste an alert.
An order is paid here but unpaid in Shopify
Open the order, look at the line under the payment and press Send again. The Shopify connection needs the write_orders permission.
The discount is not in Shopify (red chip "Discount not in Shopify")
Shopify refused to edit the order. Hover the chip to read why. Usually the Shopify app needs the Edit orders permission (write_order_edits): add it to the app's access scopes, approve the update, then press Send again on the payment. Until then the order is Paid here and the courier collects nothing.
A customer paid the discounted price but it was not offered as a discount
Check that the bank counts as the right kind (Banks › the bank › Payments from this bank count as), that this kind has a discount, and that the amount is within the rounding allowance of the discounted price. A part payment never gets the discount.
The customer did not get the "what is left" email
The switch on Banks › Part payments must be on, email must be set up (Admin › Email settings), and the order needs the customer's email. Open the order: the emails sent (or the reason one failed) are listed under Payment, and Email balance sends it again.