Troubleshooting
The messages Commerce Orbit shows your team and your shoppers, what each one means and what to do about it.
Reference5 min read
Each entry starts with what you see, then why and what to do. For MAM, see MAM troubleshooting. For messages from the APIs and the MCP server, see Troubleshooting the APIs.
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.
"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.
"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.
"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.
"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.
"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. |
| "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. |
| "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. |
| "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. |
Something failed on our side
When a screen says something went wrong and trying again doesn't help, check docs.bifrostorbit.com/status for the status of every Orbit service.
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