Getting Help
Find answers to common questions, troubleshoot issues, and get support when you need it.
Troubleshooting
Solutions to common issues you might encounter:
Payment Issues
"Stripe account not connected"
Your Stripe Connect account isn't set up yet.
Solution: Go to Store Settings → Payments and click "Connect with Stripe" to complete the onboarding process.
"Vendor payouts paused"
A vendor's Stripe account has verification issues.
Solution: The vendor should check their email for Stripe verification requests or visit their Stripe Express dashboard to complete required steps.
"Payment declined"
A customer's payment was rejected.
Solution: This is usually due to insufficient funds, expired card, or fraud prevention. Ask the customer to try a different payment method or contact their bank.
Custom Domain Issues
"Domain verification failed"
DNS records aren't configured correctly.
Solution: Double-check that you've added the correct CNAME record pointing to your Prometora subdomain. DNS changes can take up to 48 hours to propagate.
"SSL certificate pending"
HTTPS certificate hasn't been issued yet.
Solution: SSL certificates are issued automatically once DNS is verified. Wait up to 24 hours after DNS propagation. If it persists, try clicking "Verify Domain" again.
"Domain already in use"
The domain is connected to another marketplace.
Solution: Each domain can only be connected to one marketplace. If you own the domain and it's connected elsewhere, remove it from the other marketplace first or contact support.
Seller & Vendor Issues
"Seller can't create listings"
Seller hasn't completed Stripe onboarding.
Solution: Sellers must complete Stripe Connect verification before creating listings. They'll see a prompt to complete this in their dashboard.
"Seller account pending approval"
You have manual seller approval enabled.
Solution: Go to Store Settings → Sellers to review and approve pending sellers. Or disable "Require Approval" for automatic seller onboarding.
Listing Issues
"Listing not appearing"
Listing is in draft or pending review.
Solution: Check if the listing is published (not draft). If you have listing moderation enabled, approve it in Store Settings → Pending Listings.
"Images not uploading"
Image upload failed or is timing out.
Solution: Ensure images are under 10MB and in JPG, PNG, or WebP format. Check your internet connection and try again. Large images may take longer to upload.
General Issues
"Changes not saving"
Browser cache or network issues.
Solution: Try refreshing the page (Cmd/Ctrl + Shift + R for hard refresh). Clear your browser cache or try a different browser. Check your internet connection.
"Page not loading"
Network or server issues.
Solution: Check your internet connection. If the issue persists, check our status page or try again in a few minutes.
Frequently Asked Questions
How do I change my marketplace template?
Go to Store Settings → General and select a different template from the dropdown. Your content will be preserved, but the layout and design will change.
Can I have multiple marketplaces?
Yes! You can create multiple marketplaces from your dashboard. Each marketplace has its own settings, domain, and data.
How do I add team members?
Go to Store Settings → Team. Enter the email address of the person you want to invite and they'll receive an invitation email. See our Team documentation for more details.
How do commission rates work?
You set a commission percentage in Store Settings → Payments. When a sale occurs, this percentage goes to your Stripe account, and the rest goes to the vendor. See our Revenue documentation for detailed examples.
Can I use my own domain?
Yes! Go to Store Settings → Custom Domain to connect your own domain. You'll need to add a CNAME record with your domain provider. See our Custom Domain documentation for step-by-step instructions.
How do I cancel my subscription?
You can manage your subscription from your account settings. Click "Manage Billing" to access the Stripe billing portal where you can cancel, upgrade, or downgrade your plan.
What happens to my data if I cancel?
Your data is retained for 30 days after cancellation. During this time, you can export your data or reactivate your subscription. After 30 days, data is permanently deleted. We recommend exporting your data before canceling.
Contact Support
Can't find what you're looking for? We're here to help.
Email Support
Send us an email and we'll get back to you within 24 hours (usually much faster).
[email protected]Tips for Faster Support
- Include your marketplace URL or store ID
- Describe what you expected to happen vs. what actually happened
- Include screenshots if the issue is visual
- Mention any error messages you see
- Tell us what steps you've already tried