Troubleshooting
Use this page when a workspace behaves differently from what an operator expects. Start with the symptom, find the console source of truth, then verify the customer-facing route or downstream record.
Troubleshooting Rule
Do not debug from the public site alone. Every customer-facing issue should be traced back to the console record, setting, integration, or cache event that owns it.
Public Site Looks Wrong
Wrong logo, colors, or fonts
Settings > Branding
Verify: Homepage, product page, booking page, Open Graph image
Wrong business hours or address
Settings > General
Verify: Homepage, footer, local business metadata, booking availability
Page content is stale
Website page editor
Verify: Public page, cache invalidation, revalidation webhook
Draft page is public
Website page status
Verify: Navigation, sitemap, direct URL
Navigation link is broken
Website navigation and footer
Verify: Desktop header, mobile menu, footer
Search preview is wrong
Discovery, page/story metadata
Verify: Open Graph image, title, description, canonical URL
Checkout Or Payment Fails
Checkout will not open
Product visibility, price, inventory
Then check: Stripe Connect status, checkout settings, shipping requirement
Wrong total
Product price, variant, tax, discount
Then check: Shipping rate, fees, currency
Payment succeeds but order is missing
Orders, payment state
Then check: Webhook delivery, customer email, portal order history
Refund is unavailable
Order state and payment state
Then check: Stripe account, refund policy, permissions
Booking deposit fails
Service payment settings
Then check: Stripe Connect, deposit amount, booking payment intent
Wallet payments fail
Domain and payment settings
Then check: Wallet domain verification and checkout domain
Booking Flow Is Wrong
No times appear
Service visibility and availability
Then check: Staff assignment, timezone, holidays, overrides, lead time
Wrong times appear
Settings > General timezone
Then check: Staff calendar sync, buffers, capacity, service duration
Customer can skip intake
Service intake and consent requirements
Then check: Public booking step order, required field rules
Booking confirmation is missing
Booking detail and Communications
Then check: Customer email, sender identity, template, provider errors
Reschedule link fails
Booking status and manage URL
Then check: Customer auth state, booking ownership, domain
Calendar event missing
Calendar integration
Then check: Staff calendar mapping, connection health, sync job
Customer Portal Issues
Customer cannot sign in
Customer record and portal auth
Then check: Workspace domain, email link, session state
Order is missing
Orders and customer ownership
Then check: Guest claim flow, portal scope, payment state
Booking is missing
Booking customer link
Then check: Portal scope, booking status, customer duplicate
Billing is missing
Payment and invoice records
Then check: Subscription or invoice ownership
Ticket is missing
Inbox or ticket record
Then check: Customer ownership, workspace scope, route
Saved item does not persist
Customer session
Then check: Product visibility, saved item record
Email And Notifications
Customer email did not send
Communications template and trigger
Then check: Domain and Email, recipient address, bounce state
Internal email did not send
Notification recipient settings
Then check: Workspace team, provider status, event trigger
Email has wrong branding
Email branding summary
Then check: Settings > Branding, sender identity, template preview
Link points to wrong domain
Domain and Email
Then check: Template URL source, production domain, redirect rules
Customer cannot unsubscribe
Email preferences route
Then check: Token, customer record, subscription state
Google Integrations
Analytics page views missing
GA4 property and stream
Then check: Consent state, production domain, tag load, reporting delay
Ads conversion missing
Conversion ID and label
Then check: Event trigger, checkout or booking success route, consent
Business Profile links are wrong
Google Business Profile settings
Then check: Public site URL, booking URL, reviews link
Reviews are stale
Reviews and profile connection
Then check: Sync status, moderation, public display rules
SEO verification fails
Discovery verification settings
Then check: DNS, meta tag, search engine delay
Domain, DNS, And Routing
Domain does not load
Domain and Email DNS records
Then check: DNS provider, certificate, production environment
Old domain still appears
Canonical URL settings
Then check: Redirect rules, sitemap, Open Graph, cached previews
Apple Pay domain fails
Domain verification route
Then check: Payment settings and wallet domain records
Local path works but production domain fails
Tenant routing and domain mapping
Then check: DNS, certificate, host resolution
Redirect loop
Redirect rules
Then check: Canonical host, trailing slash behavior, provider redirects
Console Access And Permissions
Operator sees wrong workspace
Workspace picker or switcher
Then check: Selected-workspace cookie, user membership
Operator cannot edit
Team and Roles
Then check: Feature flags, workspace membership, route permission
Section is missing
Settings > Features
Then check: Role, workspace plan, disabled module
Admin page loads stale data
Browser cache and console data
Then check: API response, cache invalidation, selected workspace
Cache And Revalidation
Console save does not appear publicly
Save response and revalidation event
Then check: Cache tag, webhook delivery, route path
One page updates but another does not
Page-specific cache dependency
Then check: Layout data, navigation cache, tenant resolver
Sitemap is stale
Discovery and page status
Then check: Sitemap route, cache, published status
Open Graph is stale
Metadata source
Then check: Social platform preview cache
Escalation Template
When you escalate an issue, include:
- Workspace name and slug.
- Public URL and console URL.
- Customer action attempted.
- Console source-of-truth surface checked.
- Record IDs when available: customer, order, booking, form, ticket, payment, invoice, or webhook.
- Time window and timezone.
- Screenshots or error text.
- Whether traffic, checkout, booking, ads, or email were paused.
Related Guides
Use related guides after you identify the likely source of truth. The troubleshooting page narrows the symptom; the workflow and integration pages explain how to fix or revalidate the underlying setup, and the launch guide gives you a customer-path test before traffic resumes.