Something is not working¶
Find your situation and open the relevant guide section.
For store owners and employees¶
| Situation | What to check |
|---|---|
| You have not received CRM access or forgot your password | Access and sign-in; contact Tellem support for sign-in details or password recovery |
| A product is missing from the app | Its category, stock, and availability in the chain |
| The customer sees Ordering is unavailable | The store's fulfillment methods, then the checklist's test order |
| Money arrived, but the order status did not update | Online payment and accepting an order, provider notification settings |
| An employee does not receive order messages | Notification recipients, stores, and channels |
| A CDEK or Yandex shipment was not created | The status and message under Delivery information |
| An iiko error occurred or an order is missing at the till | Order checks and iiko errors |
| A mailing failed or was partially sent | Mailing status and actions after sending |
For customers¶
| Situation | What to check |
|---|---|
| You cannot sign in | Sign-in methods and requesting a new code |
| You cannot place an order or choose fulfillment | Fulfillment methods and the unavailability message |
| A promo code does not apply | The message below the promo code field |
| Payment is incomplete or the payment deadline expired | Order confirmation and payment |
| The app installation option is missing | Installation on your device |
| VK messages are not arriving | Message permission and connection errors |
| You cannot enable device notifications | Push notifications and iPhone and iPad restrictions |
For payment, cancellation, and refund questions, contact your store through Profile → Support, if the store has added its contacts. Include the order number and describe the step where the problem occurred. Before sending a screenshot, hide passwords, confirmation codes, and unnecessary personal data.