Common issues

First checks

• Refresh the page and retry once.
• Confirm the relevant channel is connected.
• Confirm your user has permission for the action.
• Check if the issue is limited to one account/listing/order.

Temporarily unavailable

If you see the ChannelWeave Temporarily unavailable page, your browser cannot currently reach the service through its normal connection. Wait a few minutes, then refresh the page.

If you were saving changes before the interruption, check their status after signing in again before submitting them a second time. The unavailable page does not confirm whether an earlier action completed. If the problem continues, email [email protected] with the time and a screenshot; do not send passwords or security codes.

Some browsers and requests may show a standard connection error instead. The same checks apply. The fallback page does not mean the application is running offline.

Signup and sign-in issues

If the signup verification email has not arrived:

1. Check the spam or junk folder for the account email.
2. On Verify your email, choose Send a fresh verification link once.
3. You can still use an earlier link if it is less than 24 hours old and the account has not yet been verified. A failed resend does not cancel it.
4. If the resend control reports too many requests, wait 15 minutes before trying again.

If the page says your account was created but the email could not be sent, you have not lost your setup: use the resend control rather than signing up again.

If you have lost an already-enrolled authenticator, contact support. A password reset does not remove MFA, and there is no self-service recovery-code or bypass flow. Do not share passwords, verification links or authenticator secrets.

If authenticator setup is not ready yet, Preview your first steps shows the onboarding sequence without opening account data. Return to Finish security setup to enter the six-digit code and gain app access.

If Choose a new password remains open after submission:

1. Read the persistent Password not changed message above the form.
2. Re-enter both password fields; they are cleared after every rejected attempt so secret values are not retained in the returned page.
3. If the message rejects password history, choose a password different from the last ten passwords.

If the browser suggests a strong password:

1. Use the suggestion unchanged when the form accepts it; a hyphen satisfies the special-character requirement.
2. Normally, select Reset password and continue directly to the security check without entering the password again.
3. If you want a separate copy before resetting, expand Password manager help and use Show password or Copy password. These controls are optional.
4. If the password manager later did not retain the submitted password, request a new reset link instead of repeatedly trying an unknown value.

Connection and authorisation issues

If connect/reconnect fails:

1. Re-run Reconnect from the relevant Control Centre card.
2. Use Shipping instead if the provider is Royal Mail.
3. Ensure you approve all requested permissions during authorisation.
4. Retry and confirm the card returns to a connected state.

Message and offer issues

If Inbox data looks stale:

1. Open Inbox and click Refresh.
2. Check thread or offer status again.
3. If still stale, capture one example and timestamp for support.

Listing and order action errors

If revise/import/cancel/refund actions fail:

1. Confirm the listing/order is in a valid state for that action.
2. Retry once after refreshing.
3. If still blocked, capture the exact error message and screenshot.

Local server startup issues

If the app is not reachable after an unclean shutdown, capture the visible error and contact support with the timestamp.

Escalation checklist

When contacting support, include:

• Customer/account name
• Channel name
• Time of failure
• One concrete example (order/listing/thread)
• Screenshot of the error