Help Center / Apps · Concept
Apps troubleshooting
Messages the delivery app and the customer app show, what causes each one and how to fix it from the panel.
- Who can use this
- Shop owner
Help CenterHelp CenterHelp Center / Apps · Concept
Messages the delivery app and the customer app show, what causes each one and how to fix it from the panel.
These are the messages the platform sends to the apps. An app may word them differently, so match on the meaning.
| Message | Cause | Fix |
|---|---|---|
| "Record doesnt exists" | The e-mail or password is wrong, the agent is disabled, or the account is not a delivery agent. No reason is given | Check the agent on Delivery › Delivery Guys. Enable them, or set a new password on Edit |
| Signed out without warning | You set a new password for the agent | Give them the new password. See The delivery app |
| "Delivery app is not included in your plan. Upgrade your plan (Plan & billing) to use it." | Your plan does not include the Delivery app feature. Shown when adding an agent, and on the app's collection log and notifications list | Change plan in Plan & billing |
| Symptom or message | Cause | Fix |
|---|---|---|
| No new orders in the app | The order is not in Preparing Order, is assigned to someone else, is for another location, or its slot is not yet inside Notify Delivery Before (in minutes) | See Orders in the delivery app |
| No new orders for one agent only | Enable Delivery Location Assign is on and the agent has no Delivery areas, or the address is outside them | Add areas on the agent form |
| The order was already accepted | Another agent accepted it first | Nothing to do. Reassign from the orders list if needed |
| "Unauthorized" | The order is already Delivered or Canceled, or it belongs to a shop or location the agent does not work for | Check the order's status and the agent's locations |
| "Could not complete the delivery" | Saving the delivery failed and nothing was changed | Try again. If it repeats, mark it delivered from the panel and tell support |
| Message | Cause | Fix |
|---|---|---|
| "Failed" when switching cash and card | The order is not in Order Picked Up, the agent did not accept it, the other method is not among your payment methods, or your COD rules refuse cash | See Payment at the door |
Return pickup messages are in Return pickups.
| Message | Cause | Fix |
|---|---|---|
| "Profile Deleted" | The customer deleted their profile in the app | Restore them. See Deactivated customers |
| "Invalid Operation" when cancelling | The order is past Order Cancel Before, or its parcel is with a courier | Orders, returns and reviews |
| "This shop is temporarily unavailable and is not taking new orders." | Your subscription does not allow new orders at the moment | Check Plan & billing |
| "Default payment method cannot be deleted" | The customer tried to delete their default saved card | They choose another default card first |
| "Payment method is currently in use, please wait until the order is completed" | An order placed with that card is still in Order Placed, waiting for you to accept it | Accept or cancel the order. See Saved cards |
Customers are asked to update the app, or the app has the wrong name, icon or colours: these are set by the platform. Ask support.
The test, and what each answer means, are in Mobile Application Settings.
Each picker page lists its own messages: sign-in, the queue, picking, changes, cancelling and hand-over.