Customers troubleshooting

The messages and missing buttons you can meet around customers, and what to do about each.

Where to find itCustomers

Who can use this

Shop owner, Shop Sales Manager, Shop Manager

There is no Add button on the customers list

Add appears only while customer registration is disabled for your shop. See Customer registration.

"This customer's account is also used at other shops (or is a staff account): only your shop's details can be changed here."

A shop can change the name, e-mail, phone or password only on an account it created that the customer has never used. See Edit a customer.

"Something went wrong. Please try again." when adding or editing

A field failed its rule. Check that the e-mail and phone are not already used by another account, the phone has at least 8 characters and the password at least 6.

"Subtract amount is less that the user balance amount."

You tried to take more from a wallet than it holds. Enter a smaller amount, or switch on Enable Wallet Negative Balance in General Settings. See Customer wallet.

I do not see Approve, Groups or Reports

Those are for the shop owner. Approve also needs customer approval to be on, and a customer who is still waiting. See Approve customers.

A customer is told "This shop has removed your account."

The customer deleted their profile in your app and is now deactivated. Select Restore on their card. See Deactivated customers.

I cannot delete or block a customer from the list

The list has neither button. Deleting is a privacy request. Blocking is on the COD blocklist.

The item shows only while cash or card on delivery is one of your payment methods, or after COD checks have been recorded. See COD & risk.

"The COD blocklist and the customer risk score are not included in your plan."

Amount limits and confirmation codes keep working. Check Plan & billing.

Customers cannot finish a cash on delivery order that needs a code

No code reached them. Open Shop › Settings › Social Login Settings and read Phone code delivery. If SMS and WhatsApp are both off, ask support to set up a channel, or stop asking for codes. See Confirmation codes for cash on delivery.

Your method needs a phone code but none can be delivered, and Google is off. Choose a method that includes a password. See Customer sign-in methods.

What else changes when no phone code can be delivered

At password sign-up the e-mail becomes required: "This shop cannot send codes to your phone, so your email is the only way to recover your account."
A customer who forgot their password and types a phone number reads "This shop cannot send codes to phones. Enter the email on your account instead, or contact the shop."

Read the box Sign in with Google on your website. See Sign in with Google.

A privacy request shows "Waiting:"

The deletion is held by the reason shown, such as an order that is not finished. See Privacy requests.

What else changes when no phone code can be delivered

At password sign-up the e-mail becomes required: "This shop cannot send codes to your phone, so your email is the only way to recover your account."

A customer who forgot their password and types a phone number reads "This shop cannot send codes to phones. Enter the email on your account instead, or contact the shop."

Customers troubleshooting

There is no Add button on the customers list

"This customer's account is also used at other shops (or is a staff account): only your shop's details can be changed here."

"Something went wrong. Please try again." when adding or editing

"Subtract amount is less that the user balance amount."

I do not see Approve, Groups or Reports

A customer is told "This shop has removed your account."

I cannot delete or block a customer from the list

COD & risk is missing from the menu

"The COD blocklist and the customer risk score are not included in your plan."

Customers cannot finish a cash on delivery order that needs a code

What else changes when no phone code can be delivered

A privacy request shows "Waiting:"

There is no Add button on the customers list

"This customer's account is also used at other shops (or is a staff account): only your shop's details can be changed here."

"Something went wrong. Please try again." when adding or editing

"Subtract amount is less that the user balance amount."

I do not see Approve, Groups or Reports

A customer is told "This shop has removed your account."

I cannot delete or block a customer from the list

COD & risk is missing from the menu

"The COD blocklist and the customer risk score are not included in your plan."

Customers cannot finish a cash on delivery order that needs a code

What else changes when no phone code can be delivered

A privacy request shows "Waiting:"

Customers troubleshooting

There is no Add button on the customers list

"This customer's account is also used at other shops (or is a staff account): only your shop's details can be changed here."

"Something went wrong. Please try again." when adding or editing

"Subtract amount is less that the user balance amount."

I do not see Approve, Groups or Reports

A customer is told "This shop has removed your account."

I cannot delete or block a customer from the list

COD & risk is missing from the menu

"The COD blocklist and the customer risk score are not included in your plan."

Customers cannot finish a cash on delivery order that needs a code

Customers say "Sign-in isn't available right now"

What else changes when no phone code can be delivered

Google sign-in is off although I enabled it

A privacy request shows "Waiting:"

There is no Add button on the customers list

"This customer's account is also used at other shops (or is a staff account): only your shop's details can be changed here."

"Something went wrong. Please try again." when adding or editing

"Subtract amount is less that the user balance amount."

I do not see Approve, Groups or Reports

A customer is told "This shop has removed your account."

I cannot delete or block a customer from the list

COD & risk is missing from the menu

"The COD blocklist and the customer risk score are not included in your plan."

Customers cannot finish a cash on delivery order that needs a code

Customers say "Sign-in isn't available right now"

What else changes when no phone code can be delivered

Google sign-in is off although I enabled it

A privacy request shows "Waiting:"