Troubleshooting

Last updated 12 Aug 2026

Fix common problems with your store, products, payments, subscriptions, emails, and orders, and know when to contact support.

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Troubleshooting

Things go wrong sometimes. This guide collects the problems merchants run into most and how to fix them, grouped by area. If your issue isn’t here, the last section tells you how to reach support.

Store Not Loading

“Store not found” page

Why: The web address doesn’t match any store.

Fix:

  • Check the store link. It’s the part before .mafflle.store, like yourstore.mafflle.store.
  • Make sure there are no typos or extra characters in the link.
  • If you use a custom domain, the domain must be Active in Settings → Domains. See Custom Domains.

Store won’t load (subscription issues)

Why: Your subscription has ended and the grace period is over, or your store is otherwise blocked.

Fix:

  • Go to Settings → Billing and subscribe or renew.
  • Your storefront becomes accessible again after you’re back on a paid plan.

Remember your data is never deleted. Products, orders, and settings are all kept while your store is blocked.

Store loads but looks broken

Why: Usually a stale browser cache, not a real problem.

Fix:

  • Hard refresh: press Ctrl+Shift+R on Windows or Cmd+Shift+R on a Mac.
  • Clear your browser cache.
  • Try a different browser or your phone.

Products Not Showing

A product isn’t on my storefront

Why: The product isn’t set to be available.

Fix:

  • Open the product in your dashboard.
  • Check its Available / Unavailable switch. If it’s unavailable, customers can’t see it.
  • Check the stock isn’t 0. A product with no stock shows as Sold Out.

Product images not loading

Why: The image upload failed or the image is in a format that didn’t process.

Fix:

  • Re-upload the image.
  • Use JPG or PNG, which work best.
  • Check your internet connection during upload.

Payment Issues

Customer paid but the order still shows unpaid

Why: Paystack’s confirmation can take a few minutes to come through.

Fix:

  • Wait a few minutes and refresh the order.
  • If it’s still unpaid after about 30 minutes, check the customer’s payment actually went through, then record it manually on the order (see Managing Orders).

Customer paid outside the store and it’s not recorded

Why: Payments made by cash, POS, or direct transfer don’t record themselves. You log them.

Fix:

  • Verify you received the money.
  • Open the order and use Record Payment, choosing the method and entering the amount.

Paystack checkout isn’t loading for customers

Why: Paystack itself may be having issues, or the payment setup needs attention.

Fix:

Subscription Issues

Can’t use the dashboard or add things

Why: Your subscription is expired or unpaid.

Fix:

  • Go to Settings → Billing.
  • Subscribe or renew.
  • Once payment is sorted, your access comes back. Some things (viewing orders, viewing products) stay accessible while locked.

Can’t upgrade my plan

Why: Usually a payment problem with the upgrade.

Fix:

  • Check that your payment details are valid.
  • Try again from Settings → Billing.
  • If it keeps failing, contact support with what happened.

Email Issues

Not receiving emails

Why: Emails are landing in spam, or the wrong address is on the account.

Fix:

  • Check your spam or junk folder, and move Mafflle emails to your inbox.
  • Add the sender to your contacts so future emails don’t get filtered.
  • Confirm the email address on your account is the one you check.

Weekly report not arriving

Why: The weekly digest isn’t switched on, or the channel is off.

Fix:

  • Go to Settings → General, scroll to Notification Settings.
  • Turn on Email Notifications and/or WhatsApp Notifications.
  • Make sure the Weekly Performance Digest topic is on for the channel you want.

See Notification Preferences for the full walkthrough.

Order Issues

Can’t create an order

Why: Usually the product is out of stock, or your subscription is locked.

Fix:

  • Check the product’s stock level in your dashboard.
  • Confirm your subscription is active.
  • Read the error message on the form, if there is one, and fix what it points to.

Stock isn’t updating after an order

Why: It updates automatically, so if it looks wrong it’s likely a display issue.

Fix:

  • Refresh the page.
  • Check the product’s variant stock, not just the overall count.
  • If it’s still wrong, contact support with the order details.

Can’t process a refund

Why: The refund amount is more than what the customer paid.

Fix:

  • Check what was actually paid on the order.
  • A refund can’t exceed the amount paid.
  • A shipping refund can’t exceed the original shipping fee.

See Managing Orders for the full refund walkthrough.

Contact Support

If nothing here fixes it, reach out. We’re happy to help.

When you contact us, include:

  • Your store link (so we can find your store)
  • What you were trying to do
  • Any error messages you saw
  • Steps to reproduce the problem

The more you include, the faster we can sort it out.