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Customers can’t order

Your store is paused. Tap Settings, then Store link, and turn on Store is live.
Look at your Dashboard for a warning.
  • Customers can’t pay right now — card payments are switched off: tap Turn on card payments.
  • Stripe needs a few more details: tap the button and finish Stripe’s questions.
If you haven’t connected Stripe yet, see Get paid.
Tap Settings, then Delivery area & pricing, and type their address under Test an address. If it says outside your area, add a bigger distance band. Remember miles are measured in a straight line, so roads can be longer. See Change your delivery area or prices.
Usually one of these:
  • That day is closed on your calendar, or every time slot is already booked.
  • It’s too soon: customers must book at least 12 hours ahead, unless you changed Minimum notice.
  • It’s too far ahead: customers can book up to 30 days out, unless you changed it.
See Set your delivery days and times.
You haven’t saved a delivery price. See Change your delivery area or prices.

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Setting up

It turns on once all three are done:
  1. A delivery price is saved.
  2. At least one product is Live.
  3. Stripe is connected.
Your checklist shows which one is missing.
If you signed up with Google, tap Continue with Google. Otherwise tap Forgot password? on the login page to set a new one.

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Orders and emails

Tap Settings, then Notifications. Check that Notification email is right and Email me on new orders is on. Tap Send test email. If it doesn’t arrive, check your spam or junk folder.
Ask them to check their spam folder. Then check the email is turned on in Settings, then Notifications. To send it again, open the order and tap Resend email.
Tap Undo right away. Too late? Open the order, tap the menu, and choose Move back.
It’s usually bad signal. Tap Try again when you have a better connection. You don’t need to take the photo again.
Tap Settings, then Text messages, and check the steps at the top. Texts only go out once Twilio has approved your registration and Offer text updates at checkout is on. Make sure Pause texts is off. A red message means your Twilio account needs attention, often a low balance. See Text your customers.
Customers only get texts if they ticked the box at checkout, or tapped Get text updates on their order page. If they replied STOP, texts are off for them. They still get every email.
The order isn’t paid yet. Unpaid phone orders can be dispatched once the customer pays.

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Inventory

Count the pile with Count stock. Your count replaces what the app had, and the difference is saved. Check that loads are being marked On the way or Picked up, since that’s when stock comes off. See Receive, count and adjust stock.
That material is set to Stop selling and has run out. Receive or count stock to bring it back, or switch it to Keep selling. See Track your stock.
Add a Weight per cubic yard to the product first, so the app can convert tons to yards.

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Money

Open Payouts. Next payout shows when money is due. Your first payout can take longer than later ones.If you see Payouts are paused or Your last payout failed, tap the button on that message to fix it in Stripe. Usually Stripe needs more information or your bank details need updating.
The customer pays your product price, plus your delivery fee for their address, plus any fees you’ve chosen to pass on. Check:
  • Your product prices in Products.
  • Your delivery prices with Test an address.
  • Who pays the fees in Settings, then Payments & fees. See Who pays the fees?.

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Still stuck?

Send us a message and tell us what you were trying to do.