# Troubleshooting

> The messages Commerce Orbit shows your team and your shoppers, what each one means and what to do about it.

Source: https://docs.bifrostorbit.com/commerce/everyone/troubleshooting/

Each entry starts with what you see, then why and what to do. For MAM, see [MAM troubleshooting](https://docs.bifrostorbit.com/commerce/everyone/mam-troubleshooting/). For messages from the APIs and the MCP server, see [Troubleshooting the APIs](https://docs.bifrostorbit.com/commerce/developers/troubleshooting/).

## Access

**"Your Commerce Orbit role doesn't allow that. Ask an admin of your organisation."**
Your role doesn't cover what you tried, such as a refund as an Editor or a product change as a Viewer. An Admin can make you an Editor under **People**. Refunds, Stripe, settings, MAM settings, API keys and roles stay with Admins. See [Who can do what](https://docs.bifrostorbit.com/commerce/everyone/roles/).

**"This organisation is suspended".**
A platform admin has suspended your organisation in Orbit. Nobody can open Commerce Orbit for it until it is turned back on.

**"… is not in the Commerce Orbit Starter plan. Growth and above include it …"**
The feature is in a bigger plan, such as B2B companies, several currencies or the ERP connection. Anything already set up is kept. An owner can upgrade under **Billing** in Orbit. See [Plans and the trial](https://docs.bifrostorbit.com/commerce/everyone/plans/).

**"Commerce Orbit is paused since the trial ended …"**
No plan was chosen when the trial or plan ended. Your shop and checkout are offline, and products, collections, discounts and settings wait until an owner chooses a plan under **Billing** in Orbit. Orders already placed and customers still work.

## Products and stock

**"Fjell GTX boot already uses the SKU FJELL-GTX-42"** or **"Two variants share a SKU".**
Each SKU can be used once in your shop. Change one of them. Products in the bin don't count.

**"Choose a value for every option"** or **"Two variants have the same options".**
Each variant needs one value for each option, and each combination can only be one variant.

**"The compare-at price should be higher than the price".**
The compare-at price is the earlier, higher price. Leave it empty when there is no sale.

**A stock change disappeared.**
The product has a MAM part number and MAM is on, so MAM's stock replaced yours at the next sync. See [Stock and locations](https://docs.bifrostorbit.com/commerce/everyone/stock-and-locations/).

**"Choose another default location first"** or **"3 products still have stock at Bergen store. Move it first."**
The default location, and a location with stock, can't be removed.

**"Another organisation already uses that shop address".**
Shop addresses are shared by all of Orbit. Choose another, such as `northwilds-shop`.

## Orders

**"Wait for the payment before sending the order".**
The order is still waiting for its card payment, or the payment failed. Send it once it shows **Paid**.

**"Only 1 of Rygg 45 pack are left to send".**
You chose more than is left on that line, after what was sent and refunded.

**"Part of this order has been sent. Refund what came back instead."**
Only an order with nothing sent can be cancelled. See [Refunds and cancellations](https://docs.bifrostorbit.com/commerce/everyone/refunds-and-cancellations/).

**"At most €120.00 can still be refunded".**
Earlier refunds already took the rest of the order total.

**"Connect Stripe again before refunding a card payment"** or **"Stripe said: …".**
Your Stripe key is missing, not working or missing a permission, or Stripe refused the refund. See [Connect your Stripe account](https://docs.bifrostorbit.com/commerce/everyone/connect-stripe/).

**"Only orders on invoice can be marked as paid by hand".**
Card orders are marked as paid by Stripe.

**"The email could not be sent. Try again in a moment."**
Our email provider didn't take the email. Nothing was recorded on the order; try again.

**A paid order still says Waiting for payment.**
It usually catches up within a minute. If it doesn't, check that the webhook in Stripe exists and that your key has the **Webhook endpoints** permission.

## What shoppers can see

| Shopper sees | Why | What to do |
| --- | --- | --- |
| "This shop can't take card payments yet" | Stripe isn't connected, or the key lacks **PaymentIntents** or **Customers**. | Connect Stripe with the permissions in [Connect your Stripe account](https://docs.bifrostorbit.com/commerce/everyone/connect-stripe/). |
| "The payment couldn't start: …" | Stripe refused to start the payment, often because the key was removed. | Make a new key and connect again. |
| "Choose how you'd like it delivered", with no choices | No shipping zone covers their country and no location offers collection. | Add the country to a zone, or a zone for the rest of the world. See [Shipping and taxes](https://docs.bifrostorbit.com/commerce/everyone/shipping-and-taxes/). |
| "Shipping has no price in SEK" | The rate has no price in the cart's currency. | Give the rate a price in every currency you sell in. |
| "Storm shell jacket has no price in SEK" | The variant has no price in that currency. | Add the price on the product. |
| "Only 2 of Tind 2 tent are left" or "Tind 2 tent is sold out" | Not enough stock. | Add stock, or switch on **Sell when out of stock**. |
| "Something in your cart is no longer for sale" | A product in the cart was archived, made a draft or moved to the bin. | Nothing; the shopper removes it. |
| "Paying by invoice is only for companies with an account" | The email at checkout doesn't belong to a customer in a company with invoice terms. | Link the customer to the company. See [Customers and companies](https://docs.bifrostorbit.com/commerce/everyone/customers-and-companies/). |
| "Your account is on hold. Contact us to order on invoice." | MAM has the company's account on stop. | Sort it out in MAM. The buyer can still pay by card. |
| "This cart has already been ordered. Start a new one." | The cart turned into a paid order. | Nothing; the next visit starts a fresh cart. |
| The price or stock from before your change | Pages for shoppers who aren't signed in are kept for up to a minute. A product, stock, collection or settings change clears them within seconds. | Wait a minute. The cart and checkout always use the current price and stock. See [The hosted shop](https://docs.bifrostorbit.com/commerce/everyone/hosted-shop/#how-fast-changes-show). |

## Something failed on our side

When a screen says something went wrong and trying again doesn't help, check [docs.bifrostorbit.com/status](https://docs.bifrostorbit.com/status/) for the status of every Orbit service.