Frequently asked questions

Short answers, with a pointer to the chapter that explains things in full. If your situation is not here, look in the left-hand menu for the section that matches the place in the admin panel where you are.

Account and access

I cannot sign in even though the password is correct

Check three things, in this order: the account is not deactivated (an administrator sees the Active column in Settings → All Users → Users); the e-mail is verified (the message “Your email is not verified!” is shown until you confirm the link received at registration); you have not exceeded the number of attempts in a short time — wait a few minutes. See Signing in to the admin panel.

I forgot my password

On the sign-in page click Forgot password? and ask for a sign-in link by e-mail. The link signs you in directly and is valid for 2 hours; then you change your password from Profile. See Signing in to the admin panel.

A colleague does not see a screen that I can see

The screens depend on the role of the account. Compare the roles in Settings → All Users → Roles And Accesses and grant the missing permission to their role, not to the account. See Users, roles and managers.

Products and catalog

The product does not appear on the storefront

A product is visible when it is active, has at least one active category and its calculator is configured. A product without a calculator still opens, but shows “calculator not configured” and cannot be ordered. Check the product sheet and the Calculation tab. See The product sheet and Price calculation.

I changed the calculator, but the price on the website is the same

Every module on the Calculation tab is saved separately with its own Apply Changes button; while it has unsaved changes the button is colored, and after saving it turns gray. Check whether a module has been left with a colored button, then also click Save Changes at the bottom of the page. See Price calculation.

The customer does not get the artwork upload field

The field is controlled by Layout Setting on the General tab of the product: Artwork not required, optional or mandatory. The “File upload” module in the calculator does not replace it — that one only collects additional files. See The product sheet.

Orders

A paid order did not go into production

Automatic advancement has two sources: the Automatic order status map in Settings → Status → Orders (the Advance the order status automatically switch must be on, and the In production stage must have a status attached to it) and the Rules in Settings → Status → Rules (a rule with Payment Status: Paid and Layout Status: Accepted for the statuses the order is in). If the product requires artwork and that artwork has not been approved, the order stays in Awaiting artwork review whatever the payment. See Statuses and rules.

A customer wrote from the contact form instead of ordering. Where do I find the message?

In Website Requests: the requests from the forms and from Buy in one click land there, with the status New. Open the request number to see the message and the contact details, then Accept or Create Order. See Website requests.

How do I create an order for a customer who called?

From Shop → Calculator: you choose the existing customer or enter a new contact, the order language, then the products with the same parameters as on the storefront. See The calculator in the admin panel.

What is the “Production queue” and why is it empty?

It is the list of the products from the orders that are in a status marked as Production in Settings → Status → Orders. If no status carries the Production flag, the queue stays empty. See The production queue.

Prices, VAT and bonuses

Does the price in the calculator include VAT?

It depends on VAT mode in Settings → General Settings: Included in the price (the displayed prices already contain VAT) or Added on top of the price (VAT is added to the total, including on the server when the order is created). See General Settings.

How does the bonus (cashback) work?

It is switched on from General Settings → Bonus program: the customer receives a percentage of the value of the goods when the order is marked paid, and can spend it on later orders (only while signed in to their account), up to the maximum percentage configured. The balance is shown in the customer record. See General Settings and Customers, organizations and groups.

The site and SEO

I changed the address of a page; the old link gives a 404

Add a 301 redirect from Content → SEO → 301 Redirects (From URL → To URL), then regenerate the sitemap from Content → SEO → Sitemap. See SEO.

How do I change the language of the site and of the admin panel?

The Base language of the site is chosen in General Settings → Localization; it is served without a prefix in the address, while the other languages get a prefix (/ru/…, /en/…). You change the language of the admin panel from your own account, independently of the site. See General Settings.

I want to close the site temporarily for maintenance

Turn on Maintenance mode in General Settings: visitors see the fallback page, while the admin panel stays accessible. See General Settings.