27.1Common problems and messages

Steps

1. The sign-in code is sent by email. Check your inbox and your spam folder.
2. A code works for five minutes. After that the page says "That code has expired. Ask for a new one." Press Resend code. The button stays locked for 60 seconds.
3. "That code isn't right." means one of the six digits is wrong. Check each digit. After three wrong codes the page says "Too many wrong codes. Ask for a new one." — then request a new code.
4. Use the exact address the code was sent to. A different address can produce "That code has expired" even when the code is right, because the code was never sent there.
5. "That's a few too many tries. Try again in a minute." means you have tried too often. Wait one minute.

Steps

1. "That email or password doesn't match." appears for a wrong email, a wrong phone number or a wrong password. It does not say whether an account exists — that is deliberate.
2. Check what you typed. If it still fails, press Forgot password?.
3. To sign in with a code instead, press Email me a code.
4. "Verify your email before signing in — check for the code we sent." means the email has not been verified yet. Enter the code that was sent to verify it first.
5. "This account is suspended. Please contact support." means the account is suspended. Contact ShopGoti support.

Steps

1. "That photo is over 4 MB." is the limit for the AI listing assistant. Make the photo smaller than 4 MB, then add it again.
2. "That picture is too large." appears in the Media Center when a picture is refused for its size. The Media Center does not print a size limit on its upload area, so reduce the picture's size and save it again.
3. "That file is not a readable JPG, PNG or WebP image." means the file is not one of those types. Save the picture as JPG, PNG or WebP.
4. "That picture could not be read. Try saving it again from your phone or computer." means the file is damaged or unreadable. Save it again, then add it again.

Steps

1. Read the message. Examples: "Your plan's product limit is reached — upgrade to add more." or "Every staff seat in your package is taken."
2. To raise the limit, the Owner presses Upgrade plan on the account card. Managers and Staff should ask the Owner.
3. To stay within the limit, remove something: archive a product, remove a staff member, or delete an unused landing page draft.

Steps

1. The panel has no separate message for the monthly order count in the package. To see the number of orders each package allows, open Subscription, then Plans.
2. Rules for buyers' orders, and the largest amount allowed in one order, are on Manage Shop, then Order Limits. Owners and Managers see this page. Staff who open it are sent back to the dashboard.
3. If buyer OTP is switched on, the page says it is saved but not yet enforced at checkout.

Steps

1. A padlock next to a menu name means your plan does not include that feature. Menus that can show a padlock are Theme Builder, Landing Pages, Spotlights and Abandoned carts.
2. The page still opens, and it shows the upgrade offer. When you try to save something, the message says: "Your plan does not include this." or "Your plan does not include this. You can add it from Subscription."
3. For direct chat, the message is: "Direct chat is not included in your package." If the Messages menu is not there at all, direct chat is not switched on for this shop.
4. To upgrade, the Owner presses Upgrade plan on the account card.

Steps

1. The page "This shop is suspended" says ShopGoti has paused the shop for now. Nothing has been deleted — orders, products and accounts are kept.
2. To get the shop back on, press Email support on that page. Your email app opens.
3. If you closed the shop yourself, the same page has the Delete my account form underneath, for the Owner. See My account.
4. The Owner sees a plan notice at the top of the panel when a bill is unpaid or the shop is suspended: "Your plan has an unpaid bill" or "Your shop is suspended". Press Renew now to go to billing. If the bill is unpaid, the shop keeps working until a set date, and is then suspended.

Steps

1. If the panel takes you back to the sign-in page, your session has ended. Sign in again; you return to the page you were on.
2. When ShopGoti support is inside your shop, a banner at the top says Admin support mode, with the end time. When the work is done, press Exit to end it early.
3. On the sign-in page, "The admin support session has ended. Start a new one from the admin panel if you need it again." means the support session is over. If you need a new one, ask ShopGoti support.

Steps

1. This message means your role does not allow this action. Some actions are for the Owner or Manager only.
2. Ask the shop's Owner or Manager to do it, or to change your role.
3. To check your role, look at the line under your name in the account card.

Steps

1. The message says: "Cannot reach the server. Check your internet connection." Check your connection, then reload the page.
2. If the message stays, try again after a few minutes. If it still stays, contact support.

Steps

1. A few messages come from the server and have no Bengali text yet. In that case the panel shows the server's English text.
2. Copy the message exactly and send it to support.