---
title: "Troubleshooting: the questions owners ask most"
description: "These come straight from onboarding calls with new marketplace owners. Check here before opening a ticket."
canonical: https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-8-running-it-well/troubleshooting/
---

# 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](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-0-start-here/your-login/)).                                                                                  |
| Apple says my account is not activated     | The Apple Developer Program enrollment is not finished. Complete it at developer.apple.com ([Ch. 8](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-2-slow-parts-first/developer-accounts/)).                                             |
| 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](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-3-build-the-marketplace/first-store/)).                                   |
| A duplicated store gets no delivery orders | Duplicates do not copy zones. Add or share zones ([Ch. 17](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-3-build-the-marketplace/delivery-zones/)).                                                                                     |
| 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](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-5-orders-and-logistics/drivers-and-groups/). 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](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-5-orders-and-logistics/automatic-dispatch/)). |
| The merchant misses orders                 | Tablet volume, notifications allowed, app open, device not asleep. Consider auto-accept and auto-print ([Ch. 23](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-4-merchants/merchant-readiness/)).                                       |
| My logo has a white box around it          | It is a JPG. Upload a PNG with a transparent background ([Ch. 11](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-3-build-the-marketplace/brand-your-website/)).                                                                          |
| Maps show a watermark or addresses fail    | Use your own Google Maps key with billing on, especially on your own domain ([Ch. 10](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-2-slow-parts-first/domain-and-maps-key/)).                                                          |
| My domain does not load                    | Check the CNAME values, turn off any proxy, and wait up to 48 hours ([Ch. 10](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-2-slow-parts-first/domain-and-maps-key/)).                                                                  |
| 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](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-7-grow/marketing-tools/)).                                           |
| Card payments fail                         | Gateway still in testing mode, wrong keys, or the gateway is not enabled in that store's payment methods ([Ch. 19](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-3-build-the-marketplace/accept-payments/)).                            |
| A text in the app is wrong or in English   | Edit it in the Language Manager, in the right product and language ([Ch. 11](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-3-build-the-marketplace/brand-your-website/)).                                                               |
| Google testers see "URL not found"         | They are signed in to a different Google account than the one on the tester list ([Ch. 9](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-2-slow-parts-first/request-your-apps/)).                                                        |
| 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](https://docs.ordering.co/docs/discovery-ordering/launch-your-marketplace/part-1-know-your-platform/dashboard-tour/)).                                              |