Troubleshooting

Solutions to common issues you might encounter while using FirearmCart. Find your issue below and follow the steps to resolve it.

Store & Access Issues

Can’t Log In

Symptoms: Unable to access your FirearmCart admin

Solutions:

1. Verify credentials

   • Check email address is correct
   • Check caps lock isn’t on
   • Try typing password in a text editor first

2. Reset password

   • Click “Forgot password” on login page
   • Check email (including spam folder)
   • Follow reset link

3. Two-factor authentication issues

   • Verify device time is synced
   • Use backup codes if available
   • Contact support if locked out

4. Too many attempts

   • Login is limited to 5 attempts per minute
   • Wait a minute and try again
   • Contact support if you still can’t get in

Store Not Loading

Symptoms: Your storefront shows error or blank page

Solutions:

Steps to diagnose:

1. Try accessing in incognito/private mode
2. Try a different browser
3. Check if admin panel loads
4. Review recent changes made
5. Contact support with details

Admin Panel Slow

Symptoms: FirearmCart admin is loading slowly

Solutions:

1. Browser issues

   • Clear browser cache
   • Disable browser extensions
   • Try different browser

2. Network issues

   • Check internet connection
   • Try different network
   • Verify not using VPN that slows connection

3. System issues

   • Check the status page at status.firearmcart.com
   • Report if issue persists

Product Issues

Products Not Appearing on Store

Symptoms: Products visible in admin but not on storefront

Solutions:

Steps:

1. Open the product in admin
2. Set Status to Active
3. Check inventory settings
4. Save and refresh the storefront

Images Not Uploading

Symptoms: Product images fail to upload

Solutions:

Best practices:

• Optimize images before upload
• Use JPEG for photos (smaller size)
• Use PNG for graphics with transparency
• Recommended: 2048x2048px maximum

Inventory Not Syncing

Symptoms: Inventory levels not updating from distributor

Solutions:

1. Check plugin status

   • Navigate to Plugins and open the distributor
   • Verify the connection is active
   • Check last sync timestamp

2. Re-sync manually

   • Click “Sync now” on integration
   • Wait for sync to complete
   • Check for error messages

3. Verify credentials

   • API credentials may have expired
   • Re-enter credentials
   • Test connection

4. Check distributor status

   • Distributor API may be down
   • Check distributor’s status page
   • Try again later

Remember that distributor catalogs sync on a schedule set by your plan — every 12 hours on Starter, every 6 hours on Growth, and hourly on Pro — so a change at the distributor won’t appear instantly.

Product Variants Not Working

Symptoms: Variants not displaying or pricing incorrectly

Solutions:

1. Check variant configuration

   • Each variant needs price set
   • Each variant needs inventory
   • Options must be properly defined

2. Display issues

   • Check theme supports variants
   • Clear cache
   • Test in incognito mode

Order Issues

Payment Not Processing

Symptoms: Customers unable to complete checkout

Solutions:

Steps to diagnose:

1. Check Settings > Payments for status
2. Verify payment processor connection
3. Review recent transactions for patterns
4. Check processor dashboard for errors
5. Test with a small transaction

Order Stuck in Processing

Symptoms: Order not moving to next status

Solutions:

1. Payment pending

   • Check if payment completed
   • View transaction in processor dashboard
   • Mark paid manually if confirmed

2. FFL selection needed

   • Firearm order awaiting FFL
   • Contact customer for FFL selection
   • Customer selects FFL in their account

3. Manual review required

   • Check order flags
   • Review for fraud indicators
   • Approve or cancel as appropriate

Can’t Fulfill Order

Symptoms: Fulfill button not working or error when fulfilling

Solutions:

Customer Didn’t Receive Order Confirmation

Symptoms: Customer says they didn’t get email

Solutions:

1. Verify email address

   • Check for typos in order
   • Confirm email is correct

2. Check spam folder

   • Ask customer to check spam/junk
   • Add your domain to safe senders

3. Resend the confirmation

   • Open the order
   • Open the actions menu and choose Resend Emails > Order Confirmation
   • Confirm the email was sent

   Refund confirmations and tracking emails can be resent the same way.

4. Email deliverability

   • Check email settings
   • Verify sender domain
   • Review email logs

Payment Issues

Refund Failed

Symptoms: Error when processing refund

Solutions:

Steps:

1. Verify refund amount is correct
2. Check previous refunds on order
3. Confirm with payment processor
4. Try again or use alternative method

Payment Processor Disconnected

Symptoms: Payments failing, processor shows disconnected

Solutions:

1. Re-authenticate

   • Navigate to Settings > Payments
   • Click on processor
   • Re-enter credentials
   • Test connection

2. Check credentials

   • Verify API key hasn’t expired
   • Confirm credentials match processor dashboard
   • Generate new keys if needed

3. Processor account issue

   • Check processor dashboard for alerts
   • Verify account is in good standing
   • Contact processor support

Transaction Fees Seem Wrong

Symptoms: Fees higher than expected

Solutions:

1. Review rate schedule

   • Check contract with processor
   • Verify rate tier
   • International cards often higher

2. Check transaction types

   • Card-present vs card-not-present
   • Debit vs credit
   • Rewards cards

3. Contact processor

   • Request fee breakdown
   • Ask about rate optimization
   • Review recent statements

Shipping Issues

Shipping Rates Not Showing

Symptoms: Checkout shows no shipping options

Solutions:

Steps:

1. Navigate to Settings > Shipping
2. Review shipping zones
3. Confirm customer’s location is in a zone
4. Check rates exist for that zone
5. Verify products have shipping weights

Wrong Shipping Rates

Symptoms: Rates too high or too low

Solutions:

1. Check product weights

   • Open affected products
   • Verify weight is accurate
   • Update if incorrect

2. Check product dimensions

   • Dimensional weight may apply
   • Update package dimensions
   • Use actual dimensions

3. Review rate configuration

   • Check rate calculation method
   • Verify carrier rates are current
   • Test with known dimensions

Printify Orders or Catalog Not Syncing

Symptoms: Shop products missing from Plugins > Printify, or orders not appearing in Printify

Solutions:

1. Check the connection

   • Open Plugins > Printify
   • Use Test Connection
   • Printify tokens expire after one year — paste a new token from the marketplace if the current one is rejected

2. Check the shop catalog

   • FirearmCart only lists products already published in the connected Printify shop
   • Use Resync now from the Sync info (ⓘ) menu

3. Check fulfillment

   • Confirm the fulfillment is routed to Printify and has been processed
   • If Hold production is on, the order is in Printify on hold until you release it

4. Check tracking webhooks

   • Click Re-register webhooks
   • Tracking is also polled every four hours if a webhook is missed

See Printify for the full setup and troubleshooting guide.

ShipStation Not Syncing Orders

Symptoms: Orders not appearing in ShipStation

Solutions:

1. Check connection status

   • Navigate to Plugins > ShipStation
   • Verify the connection is active

2. Check sync settings

   • Verify order types selected
   • Check status filters
   • Confirm store is selected

3. Re-authorize

   • Disconnect ShipStation
   • Reconnect with fresh authorization
   • Test sync

4. Check ShipStation

   • Verify store appears in ShipStation
   • Check ShipStation logs
   • Contact ShipStation support

Theme Issues

Theme Changes Not Appearing

Symptoms: Changes made but not visible on storefront

Solutions:

Steps:

1. Confirm you’re editing the live theme
2. Click “Save” after making changes
3. Clear the theme cache from Store > My Store, or enable Developer Mode
4. Clear browser cache (Ctrl+Shift+Delete)
5. View in incognito mode

Visual Editor Not Loading

Symptoms: Editor shows blank or error

Solutions:

1. Browser issues

   • Clear cache and cookies
   • Disable browser extensions
   • Try different browser

2. Theme issues

   • Check theme for Liquid errors
   • Revert recent code changes
   • Reset to default theme temporarily

3. Connection issues

   • Check internet connection
   • Try different network
   • Retry in a few minutes

Developer Mode Turned Itself Off

Symptoms: Storefront edits stopped appearing immediately again

What’s happening:

Developer Mode bypasses the storefront cache for a set window — 30 minutes, 2 hours, or 8 hours — and switches off automatically when that window ends. Your code changes are not affected. Nothing is reverted, unpublished, or lost; the storefront simply goes back to serving cached pages.

Solutions:

1. Re-enable Developer Mode from Store > My Store and pick a longer window
2. Or clear the theme cache once, instead of leaving the bypass on

Recovering a Theme File

Symptoms: A code change broke something and you want the previous version back

Solutions:

Every save in the code editor is versioned. Open the file, view its version history, and restore an earlier version.

Integration Issues

Distributor Integration Not Working

Symptoms: Products not syncing from Lipseys/RSR/MGE

Solutions:

1. Check credentials

   • Verify API credentials are current (MGE uses FTP username/password + dealer number)
   • Some credentials expire periodically
   • Generate new credentials if needed
   • MGE acknowledgements are not instant — check the fulfillment timeline before retrying

2. Check permissions

   • Verify API access is enabled on distributor side
   • Confirm account has necessary permissions
   • Contact distributor for access issues

3. Check sync settings

   • Review what’s configured to sync
   • Try manual sync
   • Check error logs

4. Distributor status

   • Check if distributor API is operational
   • Review any maintenance notices
   • Try again during business hours

Duplicate Products After Sync

Symptoms: Same products appear multiple times

Solutions:

1. SKU matching

   • Ensure SKUs are unique
   • Check if products existed before sync
   • Use SKU matching instead of title

2. Clean up duplicates

   • Identify duplicate products
   • Delete extras (keep one)
   • Re-sync with correct settings

3. Prevent future duplicates

   • Configure proper matching fields
   • Use distributor SKUs
   • Don’t mix manual and synced products

Performance Issues

Store Loading Slowly

Symptoms: Pages take long time to load

Solutions:

Optimization steps:

1. Run speed test (Google PageSpeed)
2. Identify largest resources
3. Compress images under 500KB
4. Limit products per page to 24
5. Remove unused code

Admin Panel Timing Out

Symptoms: Admin operations fail or take too long

Solutions:

1. Large operations

   • Break bulk operations into smaller batches
   • Import fewer products at once
   • Export in date ranges

2. Browser issues

   • Clear cache
   • Use fewer browser tabs
   • Close other applications

3. Network issues

   • Check connection stability
   • Try wired instead of WiFi
   • Avoid VPN if possible

Error Messages

Common Error Codes

“Something Went Wrong”

Symptoms: Generic error message

Solutions:

1. Try again

   • Wait a few seconds
   • Retry the operation
   • Often temporary

2. Clear cache

   • Clear browser cache
   • Try incognito mode
   • Try different browser

3. Note details

   • When did it occur?
   • What were you doing?
   • Is it reproducible?

4. Contact support

   • Provide error details
   • Include screenshots
   • Describe steps to reproduce

“Session Expired”

Symptoms: Logged out unexpectedly

Solutions:

1. Log back in

   • Normal after about two hours of inactivity
   • Re-enter credentials

2. Browser settings

   • Ensure cookies are enabled
   • Don’t use “never remember” settings
   • Disable aggressive privacy extensions

3. Frequent expiration

   • Check for conflicting sessions
   • Verify 2FA time sync
   • Contact support if persists

Getting More Help

Before Contacting Support

Gather this information:

• Account email
• Store URL
• Error messages (exact text or screenshot)
• Steps to reproduce
• When it started
• What you’ve already tried

Useful Information to Include

Contact Options

See Contact Us for all support channels and response times.

Related Documentation

• FAQ - Frequently asked questions
• Contact Us - Get support
• Getting Started - Setup guide