Documentation / Help

Troubleshooting

Fixes for failed synchronisation, sign-in problems and common questions.

Stock updates are failing or late

1. Open Store Sync. The banner shows the last error in plain words.
2. “Your server answered HTTP 4xx/5xx”: check your webhook handler’s logs. A 401 usually means your signature check uses the wrong secret or a re-serialised body.
3. “No answer within 8 seconds”: acknowledge with 200 immediately and process afterwards.
4. “Could not connect”: the address is wrong, down, or not a public https address on port 443.
5. “The signing secret could not be read”: press Replace URL to create a new secret and update your server.
6. Fixed it? Press Retry failed updates. After a long outage press Resync all products.

Sales are never blocked by a failing store. The stock change at the counter is saved first and the update is delivered afterwards.

I cannot sign in

• Check the e-mail and password; the password is case-sensitive.
• After five wrong attempts sign-in is paused for 15 minutes.
• “Your workspace is inactive”: the pharmacy’s account is suspended; contact whoever manages your subscription.
• A page says Unauthorized: your role does not include that page. Ask the owner to change your role.

A number looks wrong

• Check the date range and the selected branch.
• “Available” excludes expired batches and stock reserved by online orders; the batch list shows the raw quantities.
• A product missing from your online store is inactive, not ticked Show on Storefront, or prescription-only.

An online order was rejected

The API answer lists each problem line: insufficient_stock (with how many are left), not_eligible (hidden or inactive), prescription_required, or not_found. Nothing is reserved when any line fails, so you can fix the cart and try again with a new idempotency key.