Frequently asked questions
Quick answers to the questions shops ask most.
Why can't I reply to a Messenger chat?
Facebook only allows normal replies within 24 hours of the customer's last message. The chat shows Reply window closed when it has passed. Wait for the customer to message again. See Use the inbox.
Why can't I connect a channel or invite staff on the trial?
The free trial is for the owner to try FOM. It has no messaging channels, staff or exports. Choose a plan to add them.
A staff member can see things but can't change them. Why?
Either their role doesn't allow it, or your shop has more staff than seats, which makes the newest staff read-only. Add a seat in Add-ons.
Can I sign up or pay on my iPhone?
No. On iPhone and iPad, sign in with an existing account. Sign up and pay on the web or in the Android app.
I paid, but the invoice still says unpaid.
The page updates by itself within a minute. If it doesn't, refresh, then contact us with your invoice number.
Why didn't my auto-reply send?
Each rule replies once per conversation. If the reply uses a placeholder like {tracking_link}, it isn't sent when the chat isn't linked to a customer with an order.
Why didn't a buyer's comment become a Live order?
By default a comment needs an order word, such as CF or ယူမယ်, and a product code that matches a SKU, like CF A12 red 2. Comments from your own Page, and new comments from a buyer whose card you cancelled, are ignored. See Live comment orders.
Why did stock go down?
Stock is taken when an order is confirmed, and put back if it's cancelled. Check History on the product's stock to see each change. See Manage stock.
How do I get my data out?
Export orders, customers, deliveries and staff as CSV at any time.