Live Auction Prompts/Errors
Source: Troubleshooting Live Auction Prompts/Errors
Error/Issue: Prompt — "Sign in to bid"
Resolution: Shopper is not logged in. Advise them to sign in to their account and return to place their bid.
Error/Issue: Prompt — "Add address to bid"
Resolution: Shopper does not have a saved shipping address. Guide them to open account settings, add a shipping address, and return to bid.
Error/Issue: Prompt — "Add a card to bid"
Resolution: Shopper has no payment method saved. Ask them to add a valid payment card, save it, and return to place their bid.
Error/Issue: "Your bid must be higher than the current high bid"
Resolution: Shopper submitted a bid equal to or lower than the current highest bid. Increase the bid above the current high bid, or set a max bid for automatic bidding.
Error/Issue: "Your card couldn't be charged. The merchant is reviewing"
Resolution: Shopper won the auction but payment failed (insufficient funds, expired card, bank decline, etc.). Shop can either put the item in the shopper's cart for manual checkout, or award the item to the next-highest bidder.
Shopify Synced Product Issues
Source: Troubleshooting Shopify Synced Product Issues and Troubleshooting Shopify Sync Errors
Error/Issue: Connection error or products not updating
Resolution: If you have multiple Shopify locations, confirm the location synced to CS in your MSM account is correct. Confirm MSM app is still installed in Shopify. If not, unsubscribe and resubscribe in MSM to resync.
Error/Issue: Retail price in CS does not match retail price in Shopify
Resolution: Check Strikethrough settings. A sale price in Shopify without Strikethrough enabled in CS causes this. Check the Compare At Price field on the variant in Shopify.
Error/Issue: Products created in CommentSold aren't syncing to Shopify
Resolution: Product sync is one-way only — from Shopify to CommentSold. CS products do not push to Shopify.
Error/Issue: Products not auto-publishing to webstore
Resolution: Disable "Default product to Unpublished" under Website Content > Preferences AND disable "Do not sync published status with Shopify" under Setup > MSM.
Error/Issue: Sale price and Retail price fields both show the retail price
Resolution: This is expected behavior when no sale price is present in Shopify. The customer will see only the retail price. No action needed.
Error/Issue: Product inventory shows 0 in CommentSold but has inventory in Shopify
Resolution: Possible causes: (1) item has no description in Shopify — add a description to trigger sync; (2) inventory is in a non-default Shopify location — set the correct default in MSM; (3) inventory is negative in Shopify — CS shows 0 to prevent overselling.
Error/Issue: "Error: cURL error 28: Operation timed out after 2000 milliseconds with 0 bytes received"
Resolution: Minor server slowdown. Wait 5–10 minutes and the error should clear.
Error/Issue: CS SKU doesn't match Shopify SKU
Resolution: The parent SKU was left blank in Shopify when the product was created. CS autofills one. Shopify does not allow editing the parent SKU after saving, so the product must be recreated.
Error/Issue: Final sale setting disabled but product still has final sale product tag
Resolution: Removing the final sale tag in Shopify removes it from the CS product details but not the CS tag. Manually remove the tag in CommentSold.
Error/Issue: Product is showing as synced from Shopify but was created directly in CommentSold
Resolution: CS and Shopify assigned the same Product ID independently. No way to edit the Product ID. Duplicate the product (which assigns a new ID) or create a new one.
Error/Issue: Product is not syncing from Shopify to CommentSold
Resolution: The product likely has more than 5 locations assigned in Shopify (even if empty). Reduce the number of assigned locations in Shopify Locations settings, then trigger a resync by editing the product title, using the Resync Product button in CS, or waiting for the nightly sync.
Instagram Account Errors
Source: Troubleshooting Your Instagram Account Errors
Error/Issue: "2a Error challenge required"
Resolution: Instagram is flagging a new IP address as a potential bot. Try: clear cache, update the app, check server status, reinstall the app, improve internet connection, restart smartphone, update OS, login from a known device, set up two-factor authentication, reset password, or contact Instagram support.
Error/Issue: "Connection error: user session not valid"
Resolution: Two browser windows are open with the same session. Logging out of one invalidates the other. Clear cache or switch to Incognito. If a different team member recently connected their FB account under Social Setup, the session token may have expired — click Re-connect Facebook under Social Setup.
Error/Issue: "only photo or video is accepted" when trying to post to Instagram
Resolution: Common causes: (1) image is not in JPEG format; (2) image file size exceeds 8MB; (3) temporary API disconnect — wait a few minutes and try again.
Error/Issue: Product tagging not working
Resolution: Tagging is tied to Commerce Manager in Facebook. Go to Commerce Manager > Data Feeds > Schedules. Confirm the URL matches the shop's Facebook Catalog URL in CS. Then select "Request update now."
Error/Issue: Direct Message replies not sending
Resolution: Check that the post is linked to a product (A red "Not Linked" badge in the Posts tab indicates there is no product linked). If unlinked, manually link it. If linked, try disabling and re-enabling Autolink to Post under Social Setup, or contact CS support to disconnect/reconnect Instagram.
Error/Issue: Instagram account not showing in Social Setup tab or getting connection error
Resolution: (1) Confirm Instagram page is properly connected to Facebook Business page. (2) Ensure personal Facebook profile has Page Access to the Business page linked to Instagram. (3) Remove CommentSold app from Business Integrations in Facebook entirely (Settings > Business integrations > uncheck CommentSold > Remove, leave both checkboxes unchecked), then reconnect Facebook in CS Social Setup. Do NOT select "Choose what you allow" when reconnecting.
Pinterest Errors
Source: Troubleshooting Pinterest Errors
Error/Issue: Catalog / data source errors
Resolution: Refer to Pinterest's Help Center
POS (Point of Sale) Issues
Source: Troubleshooting Issues for POS
Error/Issue: Card reader will not connect
Resolution: It can take up to 15 minutes for initial connection (requires a 10-minute update the first time). The reader must also be nearly fully charged.
Error/Issue: Card reader appears disconnected
Resolution: Reader automatically enters standby mode after 10 hours of inactivity. It stays connected and exits standby automatically when activity resumes.
Error/Issue: Card Reader Error — "Device cannot be paired"
Resolution: Press the power button to restart the device. Check if the device's Serial Number (on the back) appears in the "Scanned Device List" on your smartphone/tablet.
Error/Issue: Card reader lost connection with smartphone or tablet
Resolution: Press power button to turn on again (auto-reconnects). If battery is low, recharge with USB cable. Ensure device is within reception range. Check for iPad software updates (Settings > General > Software Update). Log out and back in to the app. Press side button on reader 2–3 times rapidly while app searches. Restart card reader (hold square button until lights go out, wait 60 seconds, press again). Disconnect and reconnect in POS app. Confirm app has full location permissions (Settings > General > Transfer & Reset iPad > Reset > Reset Location & Privacy).
Error/Issue: Card reader cannot read the card successfully
Resolution: For swipe/insert: confirm device has power; check card slot for obstacles; ensure magstripe/chip faces the right direction; swipe at a constant speed. For tap: confirm card supports NFC; keep card within 4cm of NFC marking; remove card from wallet to avoid interference.
Error/Issue: Card reader not responding
Resolution: Use a paper clip to press the reset button at the bottom for a reboot.
Error/Issue: Card reader keeps disconnecting
Resolution: Likely caused by pairing from iPad Bluetooth Settings instead of within POS app. Fix: Unpair from iPad Settings (Settings > Bluetooth > find STRMXXXXXX device > Forget this Device). Reboot iPad. Open CS POS App. Turn on card reader. In POS app, go to Menu > Settings > Connect under Card Reader. Confirm Location Services are enabled for the app (Settings > Privacy > Location Services).
Error/Issue: "Discovery timed out. Please ensure your device is on"
Resolution: Restart the card reader, fully disconnect it, reset location permissions, and reboot the iPad. If none of these work, try reinstalling the app.
Error/Issue: Add to Cart button is missing in POS for certain products
Resolution: Unsupported HTML tags in the product description are causing the issue. Remove these tags from the product description source code and save. Restart POS. To prevent recurrence, paste product descriptions as plain text (Mac shortcut: Option + Shift + Command + V).
Square Inventory & Order Integration Errors
Source: Troubleshooting Square Inventory & Order Integration Errors
Error/Issue: No option to sync inventory or select Location ID
Resolution: This feature must be enabled by CommentSold support. Contact Support to enable inventory/order sync.
Error/Issue: "was not imported because it's not present at this location"
Resolution: Ensure the product and its variations are assigned to the specific location synced to CommentSold in Square.
Error/Issue: Products not syncing from Square to CS
Resolution: Under Setup > Square, check for clickable error link showing products that could not be imported. Read the error in Shop Logs. If no error: check that Avalara is enabled and set up correctly; confirm items are assigned to the synced location.
Error/Issue: Inventory quantity not updating from Square
Resolution: Ensure product is assigned to the location synced to CS. Check if Unit Cost field is editable in Square — if so, it must have a value. Ensure inventory tracking is on for the product. Check for duplicate SKUs (CS reads first 4 digits; use unique 4-digit SKUs for all items).
Error/Issue: Product image not syncing from Square
Resolution: Ensure image is not used by another product (Square won't send duplicate images). Ensure it's the primary image. Confirm image is .jpg or .png (not .spin or .gif). Check Unit Cost field — if not grayed out, it must have a value.
Error/Issue: Sale price in Square not syncing to CS
Resolution: No current method to put a Square product on sale in CS. Change the retail price in Square directly or create a coupon to discount the product.
Error/Issue: Inventory keeps defaulting to 0 and product image disappears
Resolution: There is likely a duplicate SKU product created directly in CS (without the Square icon). Remove the CS-created duplicate product.
Error/Issue: Scheduled sale not applying to Square products
Resolution: Scheduled Sales are not compatible with Square products. Change the price in Square directly or create a coupon.
Error/Issue: "no variants at this location"
Resolution: Make sure the location under Setup > Square matches. Ensure the item has Variations & Options available at the synced location. Ensure inventory tracking is enabled.
Error/Issue: Order will not sync to Square
Resolution: From Orders tab, click Sync to Square and address any errors. Confirm: all items are Square items (no gift cards, Dropship, or CS-created items); items are in the Square location synced to CS; variants still exist (not deleted); location has delivery and pickup enabled; Avalara is set up; sales tax is enabled in Square. If none apply, contact Support.
Error/Issue: Can't fulfill order / create shipping label — weight error
Resolution: CS does not sync product weight from Square. Add weight to the product directly in the CS inventory section of the product.
Error/Issue: "Order could not be exported" (Square)
Resolution: Check: order does not contain non-Square items (gift cards, dropship, CS-created); all items are in the Square location synced to CS; variants still exist; location has delivery and pickup enabled; Avalara is set up; sales tax is enabled in Square.
Error/Issue: Square coupons not syncing to CS
Resolution: CS does not sync Square coupons. Use CommentSold coupons for products synced from Square.
Product Barcodes Errors
Source: Troubleshooting Product Barcodes Errors
Error/Issue: Barcode label printing blank
Resolution: Check the product's inventory. If the variant has no quantity, the barcode prints blank.
Error/Issue: Barcodes not scanning
Resolution: If you’ve recently added variants or changed the product SKU, reprint the barcode label. Old labels will not scan because the data is no longer accurate.
If you have not made any changes to the product; Check label size — recommend 3x1 labels; smaller labels cause scanning issues. Confirm scanner is set to scan in lowercase (scanning into a text document should produce lowercase "i" followed by a number like "i-839"). If no text appears when scanning, the barcode is too small or the scanner is not in keyboard emulation mode.
Error/Issue: Scanning the barcode while live does not change the on-screen product in the live overlay
Resolution: Make sure your mouse cursor is near (but not on) the "Add Product" button when scanning.
Error/Issue: Scanned barcode showing capital "I" instead of lowercase "i"
Resolution: Scan the reset barcode provided in the article to update scanner settings and enable lowercase output.
Free Gift With Purchase Errors
Source: Troubleshooting Errors and FAQs for Free Gift With Purchase
Error/Issue: Can't delete a product
Resolution: Products that are part of an active Gift with Purchase promotion cannot be deleted until the promotion ends or the item is removed from the promotion.
Error/Issue: The Free Gift banner is not showing
Resolution: The banner only shows to customers on the Website (not the App), when a free gift campaign is enabled, if the customer doesn't already have the free gift in their cart, and if the customer has not already received the current gift.
Error/Issue: Customer met the subtotal requirement but the item was not added to their cart
Resolution: The order likely contains a gift card. Amounts paid via gift card do not count toward the subtotal requirement.
Error/Issue: Customer had a free gift in their cart but it's gone
Resolution: Check item inventory — GWP items are First Paid First Served and if inventory is 0, no more gifts are available. Alternatively, the GWP item may have been changed — old items are removed from carts when a new GWP is set.
Error/Issue: Customer used a coupon that brought subtotal below the threshold but still got a free gift
Resolution: Expected behavior — if the customer met the threshold before applying the coupon, they are still eligible.
Error/Issue: Customer added a secondary offer to increase subtotal but did not get free gift
Resolution: If the shopper previously did not qualify and then adds a secondary offer that meets the requirement, they will not qualify for GWP.
Error/Issue: Product with $0 retail price is showing as "free gift" but is not part of a GWP promotion
Resolution: Any item with a $0 retail price will automatically show the free gift label in the customer's cart. Set a retail price on the product.
Shipping Label Errors
Source: Troubleshooting Shipping Label Errors
Error/Issue: Not getting UPS option when using "Best Rate" setting
Resolution: Your zip code under Setup > Shop > Business Address must have all 9 digits (e.g., 02895-1238) for UPS to verify.
Error/Issue: "Label may appear different than expected"
Resolution: CS uses multiple label providers for redundancy. If the primary provider fails, a secondary is used. No change in cost or process.
Error/Issue: Charged for shipping labels but didn't purchase them
Resolution: Related to auto-purchase prepaid shipping credit. If your payment method failed during auto-purchase, the labels were reversed. Once you update your payment method, CS reattempts the charge immediately. Timing may appear outside of when you were processing orders.
Error/Issue: Label marked as Priority Mail instead of Ground Advantage
Resolution: Package qualified for USPS Priority Mail Cubic rate (small, heavy package: 20 lbs or less, longest dimension 18 inches or less, 0.5 cubic feet or less). The label will have a "Cubic" marking.
Error/Issue: No option to refund a UPS label
Resolution: The label was generated with Scan-based fulfillment in the Fulfillment tab. To refund: go to Fulfillment tab > scan packing slip barcode > select label icon > select Refund.
Error/Issue: Trouble creating shipping label for Military (APO, FPO, DPO) address
Resolution: Use the required format: use APO/FPO/DPO as the city and AE/AP/AA as the state. Do not use the actual destination country — this causes delays.
Error/Issue: Refund label button not showing
Resolution: Labels more than 120 days old cannot be refunded. For Fulfillment tab labels: Navigate to Fulfillment tab > Scan packing slip > Scan Refund Label barcode or click the icon > select Refund.
Error/Issue: No orders showing when clicking Print Local Pickup or Print Shipping button
Resolution: Orders may not have been moved to Processed status yet, or there are no Processed orders that meet the criteria.
Error/Issue: Information missing on packing slips
Resolution: Go to Setup > Fulfillment and review/enable the settings in the Packing Slip section.
Order Status & Charge Issues
Source: Troubleshooting Order Status & Charge Issues
Source: Troubleshooting Order Issues
Source: Troubleshooting Affirm Errors
Error/Issue: Orders won't combine
Resolution: Check: Combine Labels feature is enabled under Setup > Fulfillment; shipping addresses match exactly; if using FlexLabels, orders must be processed simultaneously; if using multiple warehouse locations, items must be in the same warehouse and both orders placed after the feature was enabled with items assigned to a warehouse.
Error/Issue: Shipping labels aren't printing correctly
Resolution: Set your printer to Landscape with zero margin and no headers or footers.
Error/Issue: Unable to refund a PayPal order (button refreshes or does not respond)
Resolution: The PayPal account currently connected under Payment Gateways is likely different from the one connected when the order was placed. Check Shop Logs to verify. If the original PayPal account is no longer connected, you must refund directly from the original PayPal account or issue the refund as store credit in CS.
Error/Issue: "The tracking number has already been taken"
Resolution: The tracking number is already assigned to another order in CS. Remove the label from the current order and create a new combined order label instead.
Error/Issue: Order details show item(s) as "RETURNED by CS Employee"
Resolution: The order was flagged as potentially fraudulent by CommentSold Payments. CS proactively closed the order, returned items to inventory, and refunded the order along with any commissions/fees.
Error/Issue: "No orders found for this barcode slip"
Resolution: Caused by using the bulk change status option after orders were already moved to processed/printed status. If you used bulk change to move orders backward, reprint the packing slip or manually fulfill the individual order using the Fulfillment icon on the right side of the order.
Error/Issue: Unable to refund the correct amount or error when refunding
Resolution: If split order, issue refund on the original order. If there's an error about retracting loyalty rewards (customer already used rewards on another order), adjust the loyalty retraction amount to 0 and proceed.
Error/Issue: Only showing option to Refund As Account Credit
Resolution: Check Setup > Payment Gateways — "Refund directly to the customer's card" must be enabled. Note: amounts paid in store credit can only be refunded as store credit. Orders with #admin or #cash payment IDs can only be refunded as account credit.
Error/Issue: No option to refund
Resolution: Usually indicates the customer account was deleted. Contact CommentSold Support for help.
Error/Issue: Refund/Exchange button not clickable / greyed out
Resolution: The order was synced from another platform (Shopify, TikTok). Refund/exchange must be done in the platform where the order was created; the details will sync back to CS.
Error/Issue: Wrong shipping fee charged to customer
Resolution: Check settings for: Variable rate shipping (charges more for multi-item orders), Custom shipping rates (override all other rates), Free shipping settings (window, minimum, cart-to-checkout window), Free Shipping for Preauthorized Waitlist Items. Also check the order: Delivery type (Local Pickup = no shipping), coupons applied, product type (dropship items have different fees, digital products have no shipping), customer-level free shipping setting.
Error/Issue: No orders show when Print Local Pickup / Print Shipping button is clicked
Resolution: Orders have not been moved to Processed status yet, or there are no Processed orders that meet the criteria.
Error/Issue: Packing slip missing information
Resolution: Check Setup > Fulfillment > Packing Slips — ensure the missing information is toggled on.
Error/Issue: Customer has a pending charge but no order was created
Resolution: For orders paid with Affirm, PayPal, Sezzle, or Klarna — if the customer did not complete checkout in time, the connection timed out. The initial authorization will appear as a pending charge but will be removed from their bank account within a day. The customer will not be charged.
Shipping Integrations Errors
Source: Troubleshooting Shipping Integrations Errors
Error/Issue: Order status did not sync to CS from ShipStation
Resolution: Usually caused by manually marking an order as shipped (ShipStation doesn't send webhooks for manual marking). CS runs a nightly sync to pull shipment status and tracking numbers.
Error/Issue: Duplicate orders in ShipStation
Resolution: Caused by syncing via Shopify AND then connecting MSM + ShipStation through CS. Best practice: fulfill or delete unfulfilled ShipStation orders first, then connect MSM and reconnect ShipStation through CS.
Error/Issue: Local pickup orders not syncing to ShipStation
Resolution: Check Setup > Fulfillment > ShipStation section — confirm "Sync Local Pickup Orders" is not Disabled.
Error/Issue: Shipped orders not syncing to ShipStation
Resolution: Common causes: (1) ShipStation was connected after the order was placed — manually sync via the "Sync with ShipStation" button on the order; (2) customer email/address is incomplete or inaccurate; (3) CS is set to Inactive in ShipStation — set it to Active (Settings > Selling Channels > Store Setup > Inactive Shops). If none apply, get new API keys from ShipStation and update them in CS under Setup > Fulfillment.
Error/Issue: "402 Payment Required" in ShipStation
Resolution: Overdue subscription or payment issue in ShipStation. Ensure your ShipStation account is up-to-date, verify payment details, and contact ShipStation support if needed.
Error/Issue: Orders not syncing to Shippo
Resolution: Shipped orders do not sync into Shippo. Local Pickup orders do not sync with Shippo because they don't require a shipping label.
Error/Issue: Label amount showing differently in GoShippo than in CS
Resolution: CS shows the actual USPS rate. GoShippo sometimes offers discounted rates by paying the difference. The amount shown in GoShippo is what is actually charged to you.
Scheduled Sale Errors
Source: Troubleshooting Errors For Scheduled Sales
Error/Issue: Scheduled Sale isn't adjusting prices for included items
Resolution: There may be up to a 5-minute delay when a scheduled sale begins. If products are synced from Square, scheduled sales will not apply (not compatible). If products are in multiple active scheduled sales, the most recently activated sale determines the price.
Customer-Facing Mobile App Errors
Source: Resolving Customer-facing App Errors & Issues
Error/Issue: "This app is no longer available in this country/region"
Resolution: The Apple Developer Account Membership has lapsed/expired. Renew it by signing in with your Apple ID and clicking "Renew Membership." The app should be back in the App Store within 24 hours. Contact Apple directly if you have trouble.
Error/Issue: Customers are not getting push notifications
Resolution: Check: (1) Duplicate Accounts — customer may have multiple accounts; combine them. (2) Multiple Devices — push notifications only go to the most recently logged-into device. (3) App is open — notifications may not appear when the app is open or running in the background. (4) Notifications Not Enabled — ensure they have notifications enabled in the app AND in phone settings (Settings > Apps > Your App).
Live Selling Errors and Issues
Source: Troubleshoot Live Selling Errors and Issues
Error/Issue: Team member cannot see the Live Overview tab
Resolution: User is not logged in as Super Admin or lacks the "Manage Post" permission. Log in as Super Admin, or have Super Admin grant the Manage Posts permission.
Error/Issue: "Unauthorized. You must have the Broadcast App permission."
Resolution: User is not Super Admin or lacks "Can Use the Broadcast App" permission. Log in as Super Admin or have Super Admin grant the Broadcast App permission.
Error/Issue: "We could not find your stream. Please make sure you are streaming from the mobile app."
Resolution: Give CS a moment (~30 seconds), then select Refresh Stream. Log out and fully close the Broadcast App, log back in, and start the stream again. Check for app updates in the App Store or Google Play.
Error/Issue: "Error= -11800" (in Broadcast App)
Resolution: Storage error — not enough free space on the device. Free up storage or use a different device with more available space.
Error/Issue: "Please scan at least 1 product before going live."
Resolution: You chose dynamic product selection but haven't scanned an item. Close the Go Live pop-up and add a product in Step 2 (scan barcode or use Add Product button).
Error/Issue: "Permissions Error" when trying to go live
Resolution: Facebook requires Business Pages to have 100 followers to go live. Instagram requires Business accounts to have 1,000 followers. If your page doesn't meet these requirements, you cannot select these stream targets.
Error/Issue: "Check your connection" or "Could Not Fetch Stream Settings"
Resolution: The logged-in user doesn't have access permission to go live. Ensure the CommentSold team account that is a Facebook page admin has both "Can Use the Broadcast App" and "Manage Post" permissions in CS.
Error/Issue: Access Token Error / "Object with ID 'XXX' does not exist" / "Cannot be loaded due to missing permissions" / (#200) Subject does not have permission to create live video on this group/page
Resolution: Issues with Facebook permissions. Update CommentSold app permissions on your Facebook page (grant all permissions, set privacy to Public). Make your account a Facebook page admin. Ensure the CS team accounts acting as page admin have "Can Use the Broadcast App" and "Manage Post" permissions in CS.
Error/Issue: "Connection failed" (going live on Facebook)
Resolution: Facebook page does not meet requirements: account must be at least 60 days old, have at least 100 followers, and have Facebook access or task access on Page permissions. Also check Social Setup tab for additional errors.
Error/Issue: Says connected to Facebook but live not showing on Facebook
Resolution: Cause 1: Page doesn't meet Facebook requirements (60-day-old account, 100+ followers, page access permissions) — no resolution, must wait until requirements are met. Cause 2: Security token expired — reconnect Facebook under Social Setup.
Error/Issue: Live not showing on Instagram
Resolution: Check for error messages under Social Setup > Instagram. Confirm InstaFeed is enabled under Social Setup > Instagram.
Error/Issue: Instagram not showing as linked (? icon in Live Overview)
Resolution: Hover over the ? icon for the reason. If no icon: check Social Setup > Instagram for errors; confirm InstaFeed is connected; ensure two-factor authentication is enabled on Instagram; complete the "Confirm Login Activity" step (Instagram app > Settings and Privacy > Account Center > Password & Security > Where you're logged in > Review Devices > "This was me").
Error/Issue: "User session not valid" in Social Setup
Resolution: Two browser windows/devices were open with the same session. Clear your cache. If that doesn't work, try opening CS in Incognito mode.
Error/Issue: Sound is muffled, distorted, or out of sync
Resolution: iOS version is lower than 16.5. Update the device software.
Error/Issue: CommentSold Broadcast App cannot use the microphone/speaker
Resolution: Another app is using the microphone/speaker. End all calls, pause music, turn off Bluetooth, close all background apps, close and reopen the Broadcast App, then restart the device.
Error/Issue: "The Media playback was aborted due to a corruption problem or because the media used features your browser does not support."
Resolution: The previous live stream wasn't ended correctly. Start a new live stream, then end it in the correct order: end on Live Overview first, then end on the Broadcast App.
Error/Issue: Item not showing on the overlay when clicked/scanned
Resolution: If the product was added after the live started, it must be added to BOTH the Products tab selection AND the Posts tab selection.
Error/Issue: Scanner is beeping but no product is appearing
Resolution: Cause 1: Mouse pointer is not in the "Add product" section — click into that section before scanning. Cause 2: Scanner is not in the right format — scan the reset barcode provided in the article.
Error/Issue: Comments not showing in Live Overview
Resolution: Cause 1: Professional Mode is ON in the admin's personal FB profile — turn it off. Cause 2: Multiple lives in rapid succession without properly ending each — end the live properly and restart.
Error/Issue: Live sale ended but not uploading or processing in Live History tab
Resolution: Cause 1: Live sale was more than 4 hours long. Cause 2: Stream ended incorrectly (lost internet, missed a step). These will not upload — no resolution at this time.
Facebook Message and Comment Issues
Source: Troubleshoot Facebook Message and Comment Issues
Error/Issue: Facebook blocked account from sending Messages — "You have been temporarily blocked from performing this action." / "Our security systems have detected that a lot of people are posting the same content, which could mean that it's spam." / "You recently posted something that violates Facebook policies, so you're temporarily blocked from using this feature."
Resolution: You must wait for Facebook to restore the account's ability to send messages. Review Facebook's Community Standards to avoid future blocks.
Error/Issue: Customers not getting auto-replies / items not carting when comment claimed
Resolution: For auto-link: verify shoppers use correct trigger words; ensure Autolink is enabled in Social Setup; confirm the account is enabled in Social Setup; check for error messages in Social Setup; verify SKU accuracy on the post and that it is the only hashtag. For CommentChat: verify trigger words; confirm correct product/page is selected; confirm flow is connected to an existing post (not "Pending Next Post" or "Inactive").
Error/Issue: "No Facebook Posts found" or "No Facebook posts found. Permissions error"
Resolution: Disconnect in communication between CS and Meta. Go to Social Setup > Facebook Pages > click the blue Reconnect Facebook button (make sure you're logged into the correct Facebook account on the device first). If that doesn't work, check if the Facebook page Admin's personal profile is in Professional Mode — switch it off, or edit Moderation Assist Settings to allow comment replies from CS.
Custom Domain Errors
Source: Connect Your Custom Domain
Error/Issue: "Unable to verify domain. Please check the request records. It may take a few minutes to update."
Resolution: Wait 5–10 minutes before clicking Verify again. DNS propagation can take up to 48–72 hours.
Error/Issue: Custom Domain tab not visible
Resolution: Only the account Super Admin can view/edit this tab.
Error/Issue: A Record is uneditable / unable to remove
Resolution: The A record is pointing the domain somewhere else. Contact your domain provider directly to remove that redirect.
Error/Issue: "We do not hold your nameserver"
Resolution: The domain's nameservers were changed to a location other than the domain registrar. Edit the domain's DNS records with the nameserver provider. Check who holds the nameserver at https://www.nslookup.io/
Error/Issue: "Unable to add domain: Duplicate domain"
Resolution: Contact CommentSold support for assistance.
Error/Issue: "Your connection is not private"
Resolution: Try: reloading the page, clearing browser cache and cookies, checking device date/time accuracy, updating the browser, temporarily disabling antivirus SSL scanning, trying Incognito mode, trying a different browser, checking internet connection, running a malware scan, clearing SSL state in browser settings, or checking for DNS issues.
Dropship Products and Orders Errors
Source: Troubleshooting Dropship Products and Orders
Error/Issue: Team member cannot access Dropship tab
Resolution: The "View the Dropship Catalog" permission must be enabled for that team member.
Error/Issue: Deduction / negative amount / transfer in CS Payments transactions
Resolution: This is a fee for dropship sample orders, customer orders, or pricing-related fees. View breakdown under Dropship > My Invoices tab. Examples: if a coupon drops the product below unit cost, you're charged the difference; if a customer uses store credit on a dropship order, the amount is charged to you.
Error/Issue: Unable to increase the retail price for a dropship product
Resolution: Prices can only be increased up to 30%. If the item is already at the 30% margin maximum, it cannot be increased further.
Error/Issue: Customer unable to select local pickup for a dropship order
Resolution: Shoppers cannot use local pickup if a Dropship product is in their cart. Split the order manually after purchase to switch the non-dropship portion to local pickup.
Error/Issue: Customer had items carted but now showing out of stock at checkout (dropship)
Resolution: All dropship products are First Paid First Served. Shoppers who complete checkout first secure items regardless of cart timers or shop settings.
Error/Issue: Customer has multiple or higher-than-expected shipping charges (dropship)
Resolution: Expected behavior. Dropship and non-dropship items have separate shipping fees. Dropship items don't count toward free shipping minimums. Free shipping settings (including customer-level) do not apply to dropship items. Products from different suppliers are charged separate shipping costs.
Error/Issue: "item can't be shipped to an address outside of the allowed countries" (dropship)
Resolution: Dropship suppliers cannot ship to Canada. Orders with Canadian addresses are cancelled. Some suppliers prevent these orders from being placed entirely.
Error/Issue: Item showing out of stock to customers but inventory shows in Product details (dropship)
Resolution: CS requires a minimum of 10 units available in any given size before displaying the product. Items with fewer than 10 units will show as "Out of Stock."
Error/Issue: Sale price not showing for customers (dropship)
Resolution: Sale prices will not apply if they drop the price below the minimum price set by the supplier.
Error/Issue: Dropship product won't sync to TikTok
Resolution: Only products from suppliers approved by TikTok will sync. Products from other suppliers will have the TikTok sync section greyed out in product details.
TikTok Product Sync Errors
Source: Sync Your Products to TikTok
Error/Issue: "The product cannot be delivered to your region"
Resolution: Issue with shipping templates in TikTok Seller Center. Go to Shipping Options > verify "Shipped by Seller" is set to Preferred > ensure all shipping templates are set to Standard.
Error/Issue: "The sale attribute name or attribute ID should not be empty"
Resolution: "Sale attribute" in TikTok means variants (size, color, etc.). Check for blank variants in the product details in CS and fill them in.
Error/Issue: Product(s) won't sync to TikTok
Resolution: Confirm the product has all required fields (Name, Description, SKU, Weight, Main Image, Product Category, "mark as received" checked, published to website/app). Confirm the product is not in the excluded category (not received, Final Sale, unapproved Dropship, or "Exclude from TikTok" checked). Jewelry items must be manually synced using the Force Resync button.
Error/Issue: Unable to manually resync a product to TikTok
Resolution: Check Team Member permissions — must have the "View Setup" permission (Team tab > View permissions) to manually sync products to TikTok.
Error/Issue: "The selected source identifier is invalid" when trying to save a product
Resolution: A TikTok Category has not been assigned. Assign one under the Product Category & Attributes section in the product details.
Error/Issue: "The product attribute is required"
Resolution: The TikTok Category has required attributes. Assign attributes under Product Category & Attributes in the product details.
Error/Issue: "Failed to update price on TikTok: product status invalid."
Resolution: Check your TikTok Seller Center for any violations or listing restrictions.
Error/Issue: "logistics service unreachable"
Resolution: Shipping template is not set up in TikTok Seller Center. Confirm your shipping template is set up and configured correctly there.
Error/Issue: "required qualification is missing"
Resolution: The TikTok product category is "Invite-Only" or "Restricted." For Invite-Only, you need special TikTok approval. For Restricted, upload the required certification documentation in the Documentation & Certification section of the product details.
Error/Issue: "This specific product is set to be excluded from TikTok in the product settings"
Resolution: The "Exclude from TikTok" checkbox is selected on the product in CS. Uncheck it to allow syncing.
Error/Issue: "Main image required"
Resolution: Upload at least one product image (PNG, JPEG, or JPG) to the product.
Error/Issue: "Product description HTML tag is missing required attributes" **Resolution:** TikTok does not allow HTML in the product description. Remove all HTML from the product description.
Error/Issue: "Could not upload product image"
Resolution: TikTok Shop account has become disconnected. Reconnect your TikTok Shop Account under Social Setup.
Error/Issue: "You are currently in your Seller Trial Period and are limited to uploading 100 products per day"
Resolution: You are in TikTok's required "Probation" period that limits sellers to 100 product syncs per day (applies to new products and product update syncs, not inventory/price updates). Wait until the next day to sync additional products.
Error/Issue: "The SKU contains duplicate sales attributes"
Resolution: The product has duplicate variants in CS. Remove duplicate variants from the product.
Error/Issue: "The product description is required"
Resolution: TikTok requires a product description. Add one to the product in CS.
Error/Issue: "No valid skus with weights and marked received"
Resolution: Products and their variants must have a weight and must be marked as "received" to sync. Add weight to all variants and mark the product/variants as received.
Checkout Errors
Source: Troubleshooting Affirm Errors
Source: Troubleshooting Errors for How Shoppers Can Earn and Use Referral Rewards on a Purchase
Source: Troubleshooting Errors For Coupon Behaviors & Settings
Error/Issue: "Items were unavailable. They were removed from your cart and added to your waitlist. Please try to checkout again"
Resolution: Either First Paid First Served is enabled and the item sold out, or your connected Shopify account may be frozen. You can unfreeze your Shopify account by paying outstanding bills and resolving any verification issues with Shopify.
Error/Issue: Affirm is not showing as an option at checkout
Resolution: There is a minimum order total of $50.00 for Affirm to appear. If the order is over $50, ensure the Affirm payment gateway is enabled under Setup > Payment Gateways.
Error/Issue: "Sorry you can't use Affirm for this purchase"
Resolution: The purchase amount is either below the $50 minimum or above the $30,000 maximum purchase amount.
Error/Issue: "We have detected potential fraudulent activity with this coupon code. Please contact the Administrator if this is a mistake."
This is an error related to referral codes.
Resolution: The device being used is the same as the referrer's device. CS detects the device token and stops the same device from using the referral code with another account.
Error/Issue: "This coupon is invalid"
Resolution: If the coupon code is a referral code:
- The referrer and new customer likely have the same address.
- Alternatively, the referrer has reached the 100-use limit for their referral code. Once 100 customers have been referred, the code is deactivated — create a new code for the customer.
- If the referrer does not have an address in their account, their code may no longer be valid.
If the coupon is not a referral coupon code:
- Check the expiration of the code.
- Confirm the coupon is still active in the Coupons tab.
- Confirm the items in the order meet the coupon's collection/parameters (not in both included and excluded collections simultaneously).
- Check the coupon's channel restrictions and ensure the customer is carting the item from that channel.
If the coupon is a marketing automation code (winback, new customer, etc):
- Check the above.
- Confirm the code is still active and the customer is using the same email where they received the code.
- Confirm the customer has not placed any orders that would invalidate the coupon. For example, placing an order after a winback coupon is issued and then trying to use the code on a subsequent order would invalidate the coupon.
Error/Issue: Customer cannot apply a coupon with guest checkout
Resolution: The coupon is likely set to "Coupon for new users only" (requires account creation) or "Only used once per customer" (customer already used it — check Orders tab).