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Find your problem below, then follow the link to the guide that covers it in full. If nothing here matches, contact support.

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Signing in and access

Contact support and include the details that page lists, such as your sign-in email address and your company name. If the problem is on the sign-in page, describe what you see instead of sending its address.Never include the code or sign-in link from a sign-in email, or any password, in a support request.
If a message such as There was an error signing in appears, the app takes you back to the first screen. Tap Sign in with email to try again. If the sign-in page doesn’t load, tap Back at the top and try again. See Trouble signing in.
The sign-in screens follow your phone’s language when the app supports it, not the language you chose on the Dashboard. See Trouble signing in.
The code expires after a few minutes. Click Resend code to get a new one, and make sure you entered the email address you use for Fluid. See Download Mist.
Contact support. In the admin portal, the Email field on your Profile page is read-only because it’s your sign-in address, and a new address must be verified before the change takes effect. See Getting help.
If you belong to more than one company, you can switch. In the mobile app, tap Organization near the top of the Dashboard, then choose a company. In Mist, click the company name in the title bar. See Switch organizations and Switch company.

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A screen, button or card is missing or grayed out

In the admin, your role controls what you can see and do. If a screen or an action is missing, ask an admin who manages roles to check your role.
Ask an admin who manages roles to check that your role can view it. See Settings and Roles.
Your role’s access decides which actions you get. On Getting Started, for example, a role with View only for Getting Started sees Connect Now and some cards grayed out, and a card for another area appears only if your role can view that area. Ask an admin who manages roles to update your role. See Getting Started.
Your role doesn’t have the Theme switch Customize and edit theme settings. An admin who manages roles can turn it on in the role’s Permissions tab, in the Content & Website card. See Page Editor.
Your role needs View only or Full access for Payment Reports. Without it, the Analytics group doesn’t appear in the sidebar. See Home.

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Orders, checkout and payments

Processing error declines come from the gateway or the platform, not from your shoppers’ cards. If they keep happening, contact Fluid support. See Payment performance.
Hover over the grayed-out Refund button to see the reason. If Refund doesn’t appear but Cancel Order does, cancel the order instead. See Orders.
Refund it from its order, like any other order. Open the order and click Refund. See Orders.
Archived and cancelled orders can’t be fulfilled. An order on hold can’t be fulfilled until you remove the hold. See Fulfill items.
Different parts of the Tax screen need different permissions on your role. Ask an admin who manages roles to update your role. See Tax.
Choose a plan from Select plan next to the subscription product. A subscription product without a plan can’t be saved. See Enrollments.
Check the code against its rules, such as its status, active dates, use limits and eligibility, and whether it combines with the other codes in the cart. If everything matches and the code still fails, contact support. See Promo Codes.
Check that the form is Active, that its Form type is Post Purchase, and that its countries include the cart’s country. Regular checkouts never show forms, only enrollment checkouts. See Forms.

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Your storefront or website

On the Themes screen, click the three-dot button at the top of the screen and choose Clear Cache. It clears the cache for every page of your storefront. See Themes.
Clear Cache needs the Developer switch that starts with Manage webhooks and API configuration. Without it, you see Failed to clear cache. See Page Editor.
Your company’s signup email isn’t confirmed yet. Confirm the email to turn on View your site and your storefront previews. See Themes.
The ownership check can take a few minutes, and the Connect this domain button estimates about 5 minutes to connect. See Domains.
The domain’s status changes to Setup Failed, and the setup card explains what went wrong, for example a CNAME record that doesn’t match. Check Status runs the check again, and some failures clear on a retry. If it keeps failing, contact support. See Domains.

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The mobile app

Clear the app’s cache. It makes the app load your data again, and you stay signed in. On the Dashboard, tap General Information, then Clear Cache. See Clear the cache.
When a new version is ready, an Update Available banner appears at the top of Home. Tap the banner to update. See Update the app.
You can’t send a message from the app when the conversation is an SMS or email conversation, archived, closed or a broadcast-only channel, or when it shows Only admins can send messages. See Messaging.
Your company chooses which features and tabs appear in its app, what the tabs are called and their order. If your app has more than five tabs, the rest are under More, the three-lines icon at the end of the tab bar. See Getting around the app and Mobile app.
The widget opens only when you have catch-ups. When you have none, it shows “You’re all caught up.” See Getting around the app.
The MySite card shows only if you have a MySite. If you think you should have one, tap Get Help on the Dashboard to contact support. See MySite.
If they’re still in your phone’s contacts, run a force sync from Import Contacts. Your phone’s contacts sync again, including ones you deleted from the app. See Contacts.
Check that it’s Active and that the members match every access rule on it. Saving another active page or navigation with exactly the same rules unpublishes it. See Home Pages and Navigation.
Include your device model, operating system version and app version, how often the problem happens, and what you already tried. To copy your app details, tap your picture or initials at the top of the app’s home screen, then General Information, then App Info, then Copy. See Report a mobile app issue.

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Mist

Your company may be out of AI credits or have reached its AI spend limit. Mist tells you why, and an admin can check Billing in the admin. See Model selection and Billing.
An admin has to turn on the Fluid database on the Databases screen, and your role has to be one that can query reporting databases. See Databases in Mist.
You see Failed to create mist, with the reason when one is available. The panel stays open with your entries, so you can fix them and click Create again. See Mist Apps.
Start with the app’s logs. Most problems show up there first. See Troubleshoot a Mist app.

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Still stuck

Email Fluid support at help@fluid.app. The Getting help page lists what to include in your request.