Troubleshooting: the questions owners ask most
These come straight from onboarding calls with new marketplace owners. Check here before opening a ticket.
| Problem | What to check |
|---|---|
| I never received my welcome email | Spam folder, then the email used at checkout. Support can resend it (Ch. 2). |
| Apple says my account is not activated | The Apple Developer Program enrollment is not finished. Complete it at developer.apple.com (Ch. 8). |
| A store does not show on the website | Enabled, schedule, menu, order type at platform and store level, and a zone covering the test address (Ch. 13). |
| A duplicated store gets no delivery orders | Duplicates do not copy zones. Add or share zones (Ch. 17). |
| Delivery is not offered at an address | The address is outside every zone of that store. Test with an address inside, or extend the zone. |
| My driver does not see orders | Run the seven-point checklist in Chapter 27. Usually the store is not in the driver's group, or availability is off. |
| Automatic dispatch does nothing | The order must reach the trigger status (usually accepted by business). Check radius and capacity, and that a driver is available (Ch. 28). |
| The merchant misses orders | Tablet volume, notifications allowed, app open, device not asleep. Consider auto-accept and auto-print (Ch. 23). |
| My logo has a white box around it | It is a JPG. Upload a PNG with a transparent background (Ch. 11). |
| Maps show a watermark or addresses fail | Use your own Google Maps key with billing on, especially on your own domain (Ch. 10). |
| My domain does not load | Check the CNAME values, turn off any proxy, and wait up to 48 hours (Ch. 10). |
| A coupon does not apply | The offer has expired, a condition is not met, or no site is selected where your project shows a Sites tab (Ch. 34). |
| Card payments fail | Gateway still in testing mode, wrong keys, or the gateway is not enabled in that store's payment methods (Ch. 19). |
| A text in the app is wrong or in English | Edit it in the Language Manager, in the right product and language (Ch. 11). |
| Google testers see "URL not found" | They are signed in to a different Google account than the one on the tester list (Ch. 9). |
| A new product is not in the app | Check that it is enabled and in an enabled category. Menu changes do not need an app update (Ch. 5). |