/docs/troubleshooting
Troubleshooting
Fast paths for the most common desk blockers.
Before you open a ticket
- Confirm app.flashfender.com status (not marketing site).
- Hard refresh or try incognito — stale session cookies cause false “unauthorized”.
- Check trial / soft lock — writes pause after day 7 (Trial & soft lock).
- Verify integration secret still set under Settings → Integrations.
Symptom index
| Symptom | Likely cause | Doc |
|---|---|---|
| Can log in but cannot save | Soft lock or read-only role | Common issues |
| Email nurture stuck “waiting” | Resend not configured | Integrations troubleshooting |
| SMS not sending | Twilio missing or CASL block | SMS |
| Embed blank on website | Domain not allowlisted | Website embed |
| AI shows Not configured | Operator has not enabled AI | Flash AI catalog |
| Stripe checkout 404 | Stripe keys or test/live mismatch | Payments |
| Carfax button disabled | Carfax integration off | Carfax |
Escalation
- Gather screenshot, URL, user email, timestamp (ET).
- Open internal Ticket with reproduction steps.
- Platform/multi-store issues → Operators.