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Troubleshooting

Why is my customer's order details showing paypal/westpac as a referrer?
For some reason on the merchant's order details for their customers, the referre...
How to setup payment method with WorldPay?
Please enter following URL into "Payment response URL" field : https://<WPDIS...
Why am I not able to see the option to import/upload my orders?
Our system allows the following data to be imported: * Brands * Categories ...
Can I install Dedicated SSL Certificate to my store URL?
Your website has already SSL certificate installed on it on secure pages. We hav...
Why doesn't my product I just added show up in my store?
This may be due to not including a price in theOUR PRICE section when creating t...
Why does my statistics page seem to not record all visitors?
If you have set up the integration with Google Analytics, there are a couple of ...
Why does google checkout come up with all zero's for shipping
Why does google checkout have all zero's listed for my shipping? Google checkou...
Why do I receive duplicate orders, minutes apart
You may have received the same order twice only minutes apart, same value, same ...
Why can't I save?
Occasionally, after a period of inactivity, you may be logged out ofyouradminist...
Why can I only see one available country for international shipping?
To enable shipping in other countries, you must set it up under Settings>Ship...
Why are some of the images of my website are not showing in iphone/ipad?
Please check the source of your image URLs, if they are starting with https:// r...
Why are some customers seeing my store in a different currency
In most cases, if you go to Settings>Regional and Currency Settings, you shou...
Why are newsletter emails going into junk or spam mail for my customers?
Free Mail providers such as Hotmail, Yahoo and some other major email providers,...
Why are my stock levels different than what they should be?
There are three common reasons for stock possibly being 'out'. Please bare in m...
Why are my images not showing on Internet Explorer, but are on other browsers?
It's likely that this is occurring because of the file name it is uploaded as. W...
Why are my gift certificates calculating incorrectly?
This problem occurs when adjustments have been made to the original gift certifi...
Why are my emails being throttled, restricted on sending rate?
To prevent spammers from sending via our servers, we throttle email sending at 2...
Why are changes that I make to a demo / draft theme adjusting my active / live theme?
Changes you make to the theme may also impact the widget layout and widget desig...
Why are apostrophes (and some other symbols) removed from my product titles?
Apostrophes (and some other symbols) are removed from product titles because apo...
Why am I receiving SPF and Email Bounce Errors
If you have sent a real email that has bounced within 10 minutes, it could be du...
Why am I not able to search the product keywords I added
If you just added a new keyword to your Products, it may take some time before i...
Why am I charged extra when I switch plans?
When you switch plans, it resets to a new billing date from that day and charges...
Why am I getting billed for using SMS features but no text messages get sent or received at all?
This feature is found in Settings > Store Settings > SMS Settings. The fou...
When I enter my verification code in google webmaster tools I get an error
This normally occurs because the verification code is incorrect. The only option...
What should I ask my customers if they have a problem with my site or shopping cart / checkout?
We understand that making your customers shopping experience positive is paramou...
Useful inbound emails are being trapped in the spam folder on Webmail
_How to fix:_ Log into your Webmail account and click on the settings button up ...
Unable to download Stock control using Firefox
Browsers such as IE or Google Chrome use a pop up blocker which you can simply s...
Unable to download Excel files from Admin
Having trouble downloading excel files from your Admin? one reason could be your...
Unable to customize a Widget/Section
If you're trying to customize the color of a widget's header or background and i...
Tip to preventing fraud orders
Apart from our built in Maxmind fraud detection feature, there's another clever ...
The New Products widget is not showing all product images
Please go to your administration panel, Select Design > Themes (click on the ...
The buttons on my administration panel don't work or I can't see them
_Please check the following:_ Note the administration panel will not work 100% ...
Shipping Calculation always say "FREE"
You can either choose not to offer a $0 Shipping Option to avoid this problem, o...
Paypal API / IPN Setup
Once logged in to your paypal account go toMy Account-> Profile (tab) ->My...
Outlook Message 550 Authentication is required for relay
The reason for this error is that your email server requires SMTP Authentication...
Not receiving Ashopcommerce emails
If you are not receiving emails from Ashopcommerce then it may be one of the fol...
My webmail isn't working.
If you get errors logging into your webmailhttp://webmail.ashop.com.au/there may...
My Subcategory / Category Page thumbnail images are too small
Go to Design>Themes, select your active theme. On the left of your screen, un...
My site looks different on different computers. How can I fix this? Is this related to screen resolution?
There is no standard rule in relation to screen resolution. Go to your home page...
My Product Images Are Blurred/Unclear
When adding product images to your store, the system will automatically resize t...
My Newsletter is not sending!
We would suggest you check the following things: 1) Newsletters must be uniquel...
My Graphs are not showing when I look at Marketing Statistics
Somefunctions in your admin may display using Flash, so you need to install Flas...
My customers are receiving a warning message when trying to access my site
Warnings may be issued when there are scripts or links on your pages,particularl...
My Customer says they are not receiving order emails. What should I do to check it?
1)Check that the order email is receiving the confirmation:Assuming you have an ...
My customer paid for a gift certificate by Direct Deposit or Money Order. Why is it not working?
Gift certificates can only be sold using real-time credit card payment methods. ...
My Checkout Goes To An Error Page
My Checkout Goes To An Error Page This is caused by an incomplete store set up....
My Category Pages are Not Accessible
The filter box could be an issue and it needs to be turned off orre-saved. To d...
My administration panel looks faulty. I can't seem to get into some areas.
Normally this is caused because your browser or Internet provider is remembering...
My Admin times out when adding a new product.
This error is caused by trying to upload an image too large for the system. e.g....
Inbound emails to my email address are bouncing back to the sender
Possible cause a)Your mailbox is full. _How to fix:_ Log intoallemail accounts y...
Images aren't showing on an Iphone
Remove references to https and replace them with http can offer a temporary solu...
I think I deleted my Blog page how do I reinstate it?
If you cant find your blog page or think you may have deleted it, all you have t...
I havent received any emails
Your Spam filtering settings may have been changed. If you log into yourweb-mai...
I have select to receive reviews but when I click to add a review it doesn't allow me to type anything
You need to select the screw and arrow settings icon on the page Content > Pr...
I have applied for the Community Forum but have not received an activation link and/or cannot login
Firstly, please check your junk mail to ensure the confirmation email hasn't gon...
I dont have a home page in my content pages folder
I went to my content menu, content pages section and there is no home page liste...
I cannot upload an XLS File
First make sure you are uploading to the right area (i.e. if it's a product uplo...
I cannot open the excel file downloads and I use a Mac
We will save this for you in a earlier format of Excel and send it to you so it ...
I can’t send email from my Outlook (but I can receive)
Your internet service provider may not allow the use of third party email server...
I can’t download email to my Outlook, there is an error
I can’t download email to my Outlook, there is an error Possible cause * You...
I can't see paypal as an option in my checkout page, even though it's selected.
Normally this occurs because you have selected the PayPal Express which would is...
I can't find an order
In our experience, this occurs because someone with access to the orders in your...
I am not receiving forwarded emails from my ashop account
Forwarding from your Ashop email account to other email providers is an unstable...
I am not receiving email confirmations for orders?
First check that your email is placed in Settings, Store Settings, Company Infor...
How do I setup Windows Live mail as my default email client?
To setup a default email account for your Windows Live mail go toAccounts->cl...
How do I know what browser am I using and which operating system I am using?
From Mozilla Thunderbird go toTools-> Account Settings->clickAccount Actio...
How do I know what browser am I using and which operating system I am using?
Occassionally you may be asked this information so that we (or other people tryi...
How do I clear my DNS cache
TheDNS cacheis database run by a computer's operating system. It contains record...
How do I clear my cache?
Internet Explorer Click on tools then delete browsing history, then tick the bo...
How can my stock level reduce to negative, less than 0?
Some customers report that their stock levels are reducing to less than 0, or a ...
Getting Outlook Msg The server responded: 452
If you have a Webmail account but you're using Outlook as a default email client...
ERROR PE102 and PE104 on 2checkout Payment Method
The error that you received indicates that their may be an issue with your 2Chec...
Detailed Bug Reporting - Using Firebug
If you notice a problem on your site, gathering as much information as you can w...
Changing the theme broke my site.
Sometimes saving the theme or changing to a different one seems to break the des...
Changes to store are not updating
Sometimes in order to have changes take affect immediately it is necessary to cl...
Changes on my footer or header on themes are not saving
Any changes in the theme that you wish to make live on your site must be saved. ...
Can I access or edit the robots.txt file
Unfortunately we can't allow access to the robots.txt file> The reason is tha...
All that shows on my product reviews is the security code with no area to make reviews
You need to go to your Ashop Administration panel and go to Content > Product...
After recently pointing my domain name to you, some people can see my store but others can't
The usual reason for this is that your domain has not propagated across the web ...
/> is appearing on the top let of all pages. How can I remove it?
This is normally because of the code placed Google, Yahoo or Bing Verification. ...
Why don't I see a payment option for gift certificate in checkout.
A gift certificate can only be purchased with credit card so if you have Direct ...
Why hasn't my newsletter been sent?
When a newsletter is sent through the Admin it sometimes goes to a queue on the ...
Why is my Admin Page running slowly?
Your admin page may be running slowly for several reasons. * It may relate t...
Why is my administration panel slow?
Below are some possible reasons why your administration panel may be slow: 1) V...
Why are my products not saving / updating?
Follow these steps: Make sure you are pressing the save button on the page. Fir...
Why is my site down?
If you can see other sites but not your own website, please check using this too...
Why is my Zoom product image display not working / flickering?
This is because your main product image full size might be too small. The zoom ...
Why is tax removed from orders sent from Australia to overseas destinations?
If you are based in Australia, tax is removed on orders that are sent from Austr...
Why is the main price not changing when I click on a variant with a surcharge?
The price will only change if you have selected "Add Variant surcharge to displa...
Why is the search tool not finding my product on the storefront?
There are a a few possible reasons this may occur; 1. When you add a new produc...
Why is there so much Spam in my product reviews?
If you are finding a lot of spam in your product reviews, please check whether y...
Why isn't my password working when I try to cancel an optional Application from "My Account"
Your password may not be working because you are not using the main password use...


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