> ## Documentation Index
> Fetch the complete documentation index at: https://bulk-order-hero.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Something's not working

> Quick fixes for the most common problems. Tap the one that matches yours.

## Customers can't order

> **My store says it's closed**
>
> Your store is paused. Tap **Settings**, then **Store link**, and turn on **Store is live**.

> **Customers can't pay**
>
> Look at your **Dashboard** for a warning.
>
> * **Customers can't pay right now — card payments are switched off**: tap **Turn on card payments**.
> * **Stripe needs a few more details**: tap the button and finish Stripe's questions.
>
> If you haven't connected Stripe yet, see [Get paid](https://bulk-order-hero.mintlify.site/start/get-paid.md).

> **A customer says their address is outside my area**
>
> Tap **Settings**, then **Delivery area & pricing**, and type their address under **Test an address**. If it says outside your area, add a bigger distance band. Remember miles are measured in a straight line, so roads can be longer. See [Change your delivery area or prices](https://bulk-order-hero.mintlify.site/how-to/delivery-prices.md).

> **A customer can't pick a day or time**
>
> Usually one of these:
>
> * That day is **closed** on your calendar, or every time slot is already booked.
> * It's too soon: customers must book at least 12 hours ahead, unless you changed **Minimum notice**.
> * It's too far ahead: customers can book up to 30 days out, unless you changed it.
>
> See [Set your delivery days and times](https://bulk-order-hero.mintlify.site/how-to/delivery-days.md).

> **My dashboard says customers can't order yet**
>
> You haven't saved a delivery price. See [Change your delivery area or prices](https://bulk-order-hero.mintlify.site/how-to/delivery-prices.md).

## Setting up

> **The Go live button is grey**
>
> It turns on once all three are done:
>
> 1. A delivery price is saved.
> 2. At least one product is **Live**.
> 3. Stripe is connected.
>
> Your checklist shows which one is missing.

> **My old link or QR code doesn't work**
>
> Your store link was changed. Old links stop working when that happens. Copy your new link from **Settings**, then **Store link**, and update your listings and anything printed.

> **I can't log in**
>
> If you signed up with Google, tap **Continue with Google**. Otherwise tap **Forgot password?** on the login page to set a new one.

## Orders and emails

> **I'm not getting new-order emails**
>
> Tap **Settings**, then **Notifications**. Check that **Notification email** is right and **Email me on new orders** is on. Tap **Send test email**. If it doesn't arrive, check your spam or junk folder.

> **My customer didn't get an email**
>
> Ask them to check their spam folder. Then check the email is turned on in **Settings**, then **Notifications**. To send it again, open the order and tap **Resend email**.

> **I tapped the wrong button on an order**
>
> Tap **Undo** right away. Too late? Open the order, tap the menu, and choose **Move back**.

> **The delivery photo won't upload**
>
> It's usually bad signal. Tap **Try again** when you have a better connection. You don't need to take the photo again.

> **My texts aren't going out**
>
> Tap **Settings**, then **Text messages**, and check the steps at the top. Texts only go out once Twilio has approved your registration and **Offer text updates at checkout** is on. Make sure **Pause texts** is off. A red message means your Twilio account needs attention, often a low balance. See [Text your customers](https://bulk-order-hero.mintlify.site/advanced/text-messages.md).

> **A customer didn't get a text**
>
> Customers only get texts if they ticked the box at checkout, or tapped **Get text updates** on their order page. If they replied STOP, texts are off for them. They still get every email.

> **I can't send an order to a truck**
>
> The order isn't paid yet. Unpaid phone orders can be dispatched once the customer pays.

## Inventory

> **The stock numbers look wrong**
>
> Count the pile with **Count stock**. Your count replaces what the app had, and the difference is saved. Check that loads are being marked **On the way** or **Picked up**, since that's when stock comes off. See [Receive, count and adjust stock](https://bulk-order-hero.mintlify.site/inventory/receive-count-adjust.md).

> **My store says a material is sold out**
>
> That material is set to **Stop selling** and has run out. Receive or count stock to bring it back, or switch it to **Keep selling**. See [Track your stock](https://bulk-order-hero.mintlify.site/inventory/track-stock.md#when-a-material-runs-out).

> **I can't receive in tons**
>
> Add a **Weight per cubic yard** to the product first, so the app can convert tons to yards.

## Money

> **My payout is late or missing**
>
> Open **Payouts**. **Next payout** shows when money is due. Your first payout can take longer than later ones.
>
> If you see **Payouts are paused** or **Your last payout failed**, tap the button on that message to fix it in Stripe. Usually Stripe needs more information or your bank details need updating.

> **The price at checkout looks wrong**
>
> The customer pays your product price, plus your delivery fee for their address, plus any fees you've chosen to pass on. Check:
>
> * Your product prices in **Products**.
> * Your delivery prices with **Test an address**.
> * Who pays the fees in **Settings**, then **Payments & fees**. See [Who pays the fees?](https://bulk-order-hero.mintlify.site/how-to/fees.md).

## Still stuck?

[Send us a message](https://bulk-order-hero.mintlify.site/help/get-help.md) and tell us what you were trying to do.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.