> ## Documentation Index > Fetch the complete documentation index at: https://docs.outfiqe.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Fixes for the problems people run into most, with the exact message you'll see. Find the message you're seeing, or the problem you have, below. Each answer says why it happens and what to do. If you're still stuck, contact us through **Get help** at the top of this page. ## Signing in > [accordion] "Incorrect email or password." > > The email or the password doesn't match an account. Check for a typo, and that Caps Lock is off. > > If you can't remember your password, choose **Forgot password?** on the sign-in page. See "Resetting your password" below. > [accordion] "Please verify your email before signing in." > > You haven't opened the link in your verification email yet. Choose **Resend verification email** on the same message, then open the newest email we send you. See "Emails" below if it doesn't arrive. > [accordion] A security check appears before I can sign in > > Sometimes, often after a few wrong passwords, we ask you to complete a quick check to prove you're a person. Complete it, then choose **Sign in** again. > [accordion] "Too many login attempts. Please try again in 15 minutes." > > There were too many wrong tries in a short time, so we've paused sign-ins to protect the account. Wait 15 minutes and try again. If you've forgotten the password, reset it instead of guessing. > [accordion] "Your account signs in with a connected account." > > You first joined with Google, so your account has no password yet. Choose **Google** under "or continue with" instead. If you'd like a password too, choose **Forgot password?** and set one. > [accordion] "Your account's email isn't verified with this provider." > > Google hasn't confirmed the email on that Google account. Confirm it in your Google account settings, then try again. Or create an Outfiqe account with an email and password. > [accordion] "Could not complete sign-in. Please try again." > > The sign-in with Google was interrupted, often because the window was closed or took too long. Choose **Google** on the sign-in page and start again. > [accordion] "This account has been suspended." > > Our team has stopped this account, usually after a rule was broken. The screen shows the reason we gave. If you think it's a mistake, choose **Contact us** on that screen. ## Resetting your password **1. Ask for a reset link** On the sign-in page, choose **Forgot password?** and enter your email. You'll see "If that email is registered, you will receive a reset link shortly." We say this whether or not the email has an account, to keep accounts private. **2. Open the link within an hour** The link in the email works once, for 1 hour. If you see "This reset link has expired. Please request a new one.", ask for a new link. **3. Choose a new password** It needs at least 8 characters. If you see "This password has appeared in a data breach. Please choose another.", pick a different one. That password has leaked from another website, so it isn't safe to use. After a reset, you're signed out on your other devices. Sign in again with the new password. ## Emails > [accordion] The verification or reset email didn't arrive > > 1. Wait a couple of minutes. Emails can take a moment. > 2. Check your spam, junk and promotions folders. > 3. Check you typed your email correctly. > 4. Ask for a new email. Only the newest one works, so open that one. > > If you see "Too many verification requests. Please try again in 15 minutes.", wait and try once more. > [accordion] "This verification link is invalid or has expired." > > Verification links work for 24 hours, and only once. Sign in, choose **Resend verification email**, and open the new email. ## Paying > [accordion] "Payment didn't go through" > > Your order is saved, but it isn't paid yet. Choose **Try again** to pay, or **View order** to check it. > [accordion] "Still confirming…" > > The payment is taking longer than usual to confirm. Your order is saved. Wait a minute, then choose **View order** to see whether it's paid. > [accordion] Money left my account, but the order says unpaid > > Give it a few minutes, then open the order again. If it still says unpaid, contact us through **Get help** with the order number and the time you paid. We'll match the payment and sort it out. > [accordion] I left without paying > > The order waits on your **Orders** page, marked **Payment not completed**. Choose **Resume payment** to pay, or **Cancel order** if you don't want it. It doesn't cancel by itself. > [accordion] Cash on delivery is greyed out > > The reason shows under the option: > > * **Your coupon requires a prepaid payment method.** Remove the coupon, or pay online. > * **Not available on this account after refused deliveries.** Cash on delivery is switched off after two refused deliveries on your account or phone number within a year. You can still pay online. ## Orders > [accordion] I can't see Cancel items > > The brand has already handed your pieces over, so they can't be cancelled from the order page any more. If the order hasn't been delivered yet, contact us through **Get help** and we'll see what we can do. > [accordion] It says delivered, but nothing arrived > > On the order, choose **I didn't receive this** on your parcel's card, within 3 days of delivery, and tell us what happened. See [your order after checkout](https://docs.outfiqe.com/shoppers/your-order.md). > [accordion] Something arrived damaged, wrong or missing > > Raise a support request within 7 days of delivery, with your order number and a few photos. See [your order after checkout](https://docs.outfiqe.com/shoppers/your-order.md). ## The app and notifications > [accordion] I don't see the install message > > The message only appears after you've visited a couple of times. If you chose **Not now**, it stays away for about two weeks. You can install any time from your browser's menu. See [installing the app](https://docs.outfiqe.com/shoppers/install-app.md). > [accordion] There's no install button on my iPhone > > Safari doesn't have one. Tap the Share icon, then **Add to Home Screen**. It has to be Safari, not another browser. > [accordion] "Notifications are blocked." > > You said no to notifications earlier, so your browser won't ask again. Turn them back on in your browser's or phone's settings for Outfiqe, then reload. > [accordion] "Add Outfiqe to your Home Screen to turn on notifications." > > On iPhone and iPad, notifications only work once Outfiqe is on your home screen. Add it, open it from the new icon, and turn notifications on there. > [accordion] A banner says I'm offline > > Your connection dropped. Pages you've already opened still work. When you're back online, the banner goes away and everything catches up by itself. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.