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Support / Troubleshooting - CoreCommerce KnowledgeBase

What are the tech support hours? Tech support is available for Phone and Chat sessions 24hrs/day Monday - Friday, and on Saturday 8AM - 5PM CST Tickets and Emergency tickets (when needed) can be submitted 24x7 365 ...
Terms of Service If you would like to read the terms of service please go here: Terms of Services
I'm getting a DHL-4000 error when trying to calculate shipping If your getting this error: "Errors: DHL 4000-Invalid Shipping Key.-AdaptorECS", then most likely the cause of this is the string that you placed the @home account number in your ShipIT ...
Errors: RequestHeader/AccountNumber must contain exactly 9 digits. Errors: RequestHeader/AccountNumber must contain exactly 9 digits. This error refers to the FedEx account. Make sure you have properly setup your account.
Can I edit the CoreCommerce source code? You can edit any header/footer template files for your design in your admin panel. To do this follow these steps: Log in to your CoreCommerce Admin Panel Hover over Design and click on Advanced ...
Setting Up Email to work with Outlook 2007 In your CoreCommerce admin, hover over the Account link in the upper right corner and click on Email If you don't have an email account created, click on the Add Email Account button. ...
Setting Up Email to work with Outlook 2003 Unfortunately Outlook 2003 will not work within Corecommerce as it does not support a TLS connection. You will need to upgrade to 2007 or later.
Setting Up Email to work with Outlook Express Click on the 'Account' link on the top right of your admin Click on 'Email' link If you don't have an email account created, click on 'Add Email Account' button. If you ...
Setting up email with Thunderbird Thunderbird is a free email application made by Mozilla that's very easy to set up and use. If you are using email accounts provided through your store plan, ...
Can I purchase additional bandwidth without having to change plans? You can purchase additional bandwidth on the Premier small business plan and any corporate plan. Bandwidth is $9/GB and will be available the next billing cycle. If you are in ...
How do I purchase additional email accounts? Need additional email accounts? Platinum or Corporate customers can purchase additional email accounts for $3.99/month per email account. You can do this from within your account. Login to your Admin panel Account > ...
How do I select the right CoreCommerce plan for my business? We offer several plans to suit many business needs. Each plan is based on the number of products you offer in your store with appropriate amounts of disk space ...
How do I remove the "Powered by CoreCommerce" link? Can I remove the Powered by CoreCommerce text from my store? Is it free? Yes, you can remove the "Powered by CoreCommerce," and there's no charge. Of course, we appreciate it ...
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How do the software upgrades work? We automatically patch software updates for you, meaning there is nothing to download or install. This is done for all pricing plans and allows you more time to focus on ...
Language widget isn't working The problem is that you have the language widget on both the left and right side of your screen. Please remove one of them and that will solve your problem.
I can't print USPS Label First you will need to register with USPS and enter your USPS Username (Settings > Shipping > USPS Configure). You will need to call USPS, by phone (1-800-344-7779). You will ...
Exports Aren't Prompting for File Download with IE 7 If you are using Internet Explorer 7 you must allow for file downloads without prompting. To turn this on do the following. 1) Tools > Internet Options 2) Click on the ...
FedEx Error * org.xml.sax.SAXParseException: Datatype error: In element 'PhoneNumber' : Value '' does not match regular expression facet 'd{10,16}'.. If you receive this error while printing FedEx labels: * org.xml.sax.SAXParseException: Datatype error: In element 'PhoneNumber' : Value '' does not match regular expression facet 'd{10,16}'.. This means you don't ...
My Free shipping rates are not being passed to Google Checkout *NOTE: Google has announced they are retiring Google Checkout on
How do I flush my computer's DNS cache? When a computer visits a website for the first time, it stores the website's DNS information in cache. The next time the computer visits a website, it looks in the ...
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Checkout by Amazon Common Issues Here are some common Checkout by Amazon tidbits: Sales tax at the county level is not supported by Checkout by Amazon. Checkout by Amazon only sends CoreCommerce the shipping address, so we ...
Email is getting an error when sending using Outlook, Thunderbird, or another email client. If you have AVG anti-virus installed, this will prevent email from being sent. AVG is blocking these emails because we are using a TLS (secure) connection to connect to our ...
How can I validate customers before they are able to purchase but after they create and account? 1) Create a customer group for your registered customers. This would be done from the Customers tab menu by selecting Customer Groups. 2) In the Customer Groups section, there is ...
Authorize.net Response Reason Code checker The link below will tell you exactly what each error message means and what the solution is to fix it: http://developer.authorize.net/tools/responsereasoncode/
Not getting the green checkmark on search engine pages with Norton. If you use Norton Anti Virus and you do not have a "Green Check" saying your site is verified then please visit this URL: http://community.norton.com/norton/board/message?board.id=Norton_360&thread.id=24594 This forum discussion will explain what you ...
Do you have a 30 Day Money-back Guarantee? No, we do NOT offer a 30 day Money-back Guarantee. We offer a 30 day free trial which includes all of our popular features to make sure CoreCommerce is the ...
My email quit working when I pointed my DNS over! If you are using an email solution with your Domain provider, it will cease to function when you point your DNS over to CoreCommerce. There are 2 solutions for this: If ...
How do I point my domain to you...but keep my email working with my hosting company Add Domain Name To Your Account First you will need to go into Admin > My Account > Domains and add your domain name, then on that same page take the ...
Why do my customers have $999 shipping when they use Google Checkout ? *NOTE: Google has announced they are retiring Google Checkout on
How do you turn on multiple shipping addresses? You can turn this feature on by going to settings link at the top right and click on checkout settings. Scroll to the bottom and you will find the "Allow ...
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API Authorization failure. User XXXXXXXX is not authorized to use API DeliveryConfirmationV3.  When you signup for USPS Webtools and call to get access to their production servers, they only give you access to the rate APIs by default. The error you are ...
If I go over my hard drive space, are there overage charges? Any hard drive overage charges are $9 per 100MB. We would recommend you upgrade your plan if you are getting hard drive overages or remove any excess files. Note: Minimum ...
Invalid email is creating tickets in my CRM(Customer Relationship Manager). How do I stop this? What is happening is called an 'auto responder war'. Two auto responders are basically sending back and forth to each other and that is causing the invalid emails you are ...
Can I send an email to a customer that left an abandoned cart? If a customer has registered and you find their abandoned cart, you can send them an email asking them to complete their order. If they have not registered, there is ...
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I am getting the error "the remote installation of BIND suffers from a vulnerability...." The BIND issue is a false positive as Rackspace uses Backporting with Apache. Backporting is a means of applying a fix for these security vulnerabilities without updating the the version ...
Offset example and server times ALL orders are recorded in the admin based on the time/date of purchase using CST (i.e. the server time). The offset feature is for display purposes only. Example: An order was placed ...
Getting "Invalid Access License number" when trying to print UPS labels If you try to print a UPS label and get the error "Invalid Access License number," you will need to contact UPS and make sure your developer account is updated ...
Refer a Friend for Reward Points Reward points are a way to drive additional orders from your existing customers. Just as airlines offer frequent flier miles to their customers to get them to keep on choosing ...
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Common Authorize.net Error Messages Below are some of the common Authorize.net error messages you may receive. Error #2 - The merchant login ID or password is invalid or the account is inactive. This is typically a ...
Which fields are searchable for products? The following fields are searched when searching for products: sku, category name, category description, meta description, meta keywords, meta title, vendor name, product name.
Preventing Spam in your Product Reviews CAPTCHA / reCAPTCHA If you are getting a lot of unwanted spam in your product reviews, be sure to turn this feature on. CAPTCHA is a tool to prevent ...
Google Product Feed Disapproved If you are using Google Product feed there are 3 main reasons your feed will not work. You are using the CoreCommerce temporary URL (ie. mystore.corecommerce.com). You must use your ...
If your product main images are not displaying then here is a list of possible reasons. If your product main images are not displaying then here is a list of possible reasons. You recently added a menu that is using jQuery. Resolution: Do not call the main jQuery ...
Why doesn't my storefront content match what I have in the admin area? The WYSIWYG doesn't take in account CSS. So it can appear different because of that. So, the WYSIWYG editor does NOT include (it has no way to) your stores CSS.
Sales Tax has duplicate state names This happens if you are using Checkout by Amazon (CBA). The problem is CBA allows customers to type in whatever they want into a text field. For example, ...
What are the default sizes for the photos in the shopping cart? The default (and optimal) sizes for the photos in the shopping cart can be found in your admin under Settings > Inventory Settings > Images. Main Photo: 250 max width x ...
How do I correctly set up shipping by Order Weight so I don't get an error? I'm getting an error saying "There is a gap of 1 before row 2"! When setting up shipping by Order Weight, you need to make sure that it is set up in the following order: Low -- High ---------------------- 0.000 -- 10.000 10.001 -- ...
If a customer places an order without creating an account, but then creates an account later, would that order show up under their account? No This order would ONLY show up under account if they used the same account that they used when they initially ordered. "But they didn't create an account when they first ordered!" They ...
If I export my products, alter only CERTAIN columns, and import those back...will anything else change besides the fields I've updated? Nope! Importing only certain columns will only import the content you are trying to update, just make sure that one of your columns in the file is the Product Name or ...
How do I find my Affiliate Login page? Go to your storefront, you should see a URL that looks like this: http://www.mystore.com/cart.html or http://www.mystore.com/? OR http://mystore.corecommerce.com/cart.html or http://mystore.corecommerce.com/? Change the content after the final "/" to be "cart.php?m=account" ...
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How do I change the order of my homepage categories? You can do this in your Inventory->View Categories On this page, there is a column labeled "Sort" with a numerical option. The lower the number (closer to 0) the higher it displays ...
How do I find my Product IDs? To find a product ID, you will need to edit the product in your admin and look at the URL in the address bar, which should look something like this: https://www2.corecommerce.com/~mysite123/admin/index.php?m=edit_product&pID=18 In ...
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How do I hand input an order into our system? You can manually input orders with our Phone Order system! Follow these steps to manually enter in an order using the Phone Order option: Sign into the CoreCommerce Admin area of your ...
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How do I create an item, but be not make it available to customers? Once you create a product, click on the Inventory section under the General Information page for the Edit Product screen. On this section, there is an Available toggle. Set it to ...
How do I make a product image enlarge when I click on it? If you would like for your product photos to enlarge when you click on them, you will need to be sure to upload a Large Pop-up photo. To do this: In your ...
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None of my products show an "Add to Cart" button! How do I fix this? There are two primary reasons why the "Add to Cart" button wouldn't be showing on the category page: You've checked "Allow multiple products to be added to cart from the product ...
Why is PayPal Standard not showing on the checkout? This will happen when you go over to PayPal and then hit the back button to return to your cart. When you're on PayPal, you need to click the "Cancel ...
I get an "Operation Aborted" error in Internet Explorer when I try to check out This is happening because you have insecure images, CSS, or Javascript being called on your secure (https://) pages. Please see this article for more information on how to ...
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How do I remove the line "This category doesn't have anything in it, but check back soon." You can delete this line in your Site Content->Edit Words/Phrases!
How do I set up International Shipping? To set up international shipping: Log in to your CoreCommerce admin Hover over the Settings link in the upper right corner and click on Shipping Settings You'll need to decide if you want ...
How do I change the email that all the notifications from CoreCommerce go to? You can change this by changing the "To" email address in your Settings->Store Settings->Notifications
My mobile site doesn't scroll in Android. Why? This has been fixed for all new stores. Some existing stores may still experience this problem if they were created before the fix was applied to the CSS file. If ...
How can I have items in the cart not be removed after a customer closes their browser? First, you need to access the setting. This is located at: 1) Login to admin 2) Settings > Store Settings You will see an option for Cookies. There you can set this to either ...
How do I change the URL of my homepage? You can change the homepage URL by modifying its Page Name. For example, if you change the Page Name to 'welcome', your homepage URL will look something like http://www.mysite.com/welcome.html. Here's ...
Customer Group Guide With customer groups you can limit what categories, products, and content your customer can see just by assigning them to a certain group. A common example of this would be ...
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How do I turn on Point of Sale? You can turn on Point of Sale in your Orders->Point of Sale settings!
What do I do if I only want update ONE column in my Product Import CSV file? First, export your products file in your Inventory->Export Products->Standard Product Export Next, open the file in Excel and REMOVE any column that you do not want to update, but do NOT ...
My product shows on the front end, but there is no Add To Cart button on the detail page! What did I do? If there is no "Add to Cart" button on the product detail page, and you don't have Call/Email for Pricing turned on, you most likely have the product set ...
Why is the separate product pricing radio button grayed out? If you separate product pricing button is currently grayed out, this means you have quantity based pricing enabled. You can access the quantity based pricing setting at: 1) Put your mouse over ...
Setup Fee isn't adding when using coupons? If you are using buy x, get y free or spend x, get y free, the free item will not include the setup fee when the coupon is used.
USPS error: USPS API Authorization failure. RateV4 is not a valid API name for this protocol. If you get a USPS API Authorization failure. RateV4 is not a valid API name for this protocol error from USPS when trying to get real time rates, edit the ...
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Poll widget looks messed up If your poll widget doesn't look like the training video or doesn't seem to work right, you may be missing the CSS necessary to power it. This could happen if ...
How do I know how much hard drive space I am using? To see how much hard drive space you're using: Log in to your CoreCommerce admin panel Click the Account link in the upper right corner Scroll down to the bottom of the page ...
A customer bought a gift certificate and there's no record of it. If a customer buys a gift certificate and there's no record of it under Marketing > Gift Certificates, it's likely that the order for the gift certificate is still in ...
Adding multiple currencies in a store To add multiple currencies to your store, follow these steps: Log in to your CoreCommerce admin area Hover over the Settings link in the upper right corner and click on Store Settings Click on the Localization tab Enable Multiple Currencies and ...
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Payment Declined from credit card processor If you've setup credit card processing inside your account and you are getting a Payment Declined error from your store when you try to submit an order, this means your ...
Do you support the chrome browser? Yes, we support the Chrome browser by Google. (it's one of our favs)
International Support with UK, Australia and Canada CoreCommerce supports many languages. Here is a blog article specifically on UK, Australia and Canada.
If my storefront or account is lost, how can I reactivate it? If you had a free trial or paid storefront with CoreCommerce, and it has since been lost or closed, it gets deleted from our system. In order to get it ...
Insecure Images If you're getting a message about your page being insecure, this is happening because you have insecure images, CSS, or Javascript being called on your secure (https://) pages. To see ...
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What does error 37 mean when sending to eBay? What does error 37 mean when sending to eBay? Error 37 is a code sent from the eBay API and looks like this: 'Error-Request Error-37-Input data is invalid.-Input data for tag is ...
How do I submit a ticket to support when I need help? In order to submit a ticket, follow these steps: Log in to your CoreCommerce admin panel Hover over the Account link in the upper right corner and click on My Tickets, then ...
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Why can't I add php code to my header and footer templates? Due to security measures, we have made changes to the software that will not allow any custom PHP code to be added to the header and footer templates that is ...
What does the error message "We noticed you're missing an important include inside your header file" mean? What does the error message "We noticed you're missing an important include inside your header file" mean? If you see this message in the Edit HTML/CSS area under Design > Advanced Options in ...
denied #65 error If you are receiving this error please submit a ticket via your admin panel. As this can vary depending on the gateway you are using.
Can I Change My Account Name in the URL? Once you sign up with an account name, this cannot be changed in your URL. There are a couple options though. If you purchase a dedicated ssl certificate, then no one ...
I want to restart a store that has been closed, can I do that? I want to restart a store that has been closed, can I do that? Yes if you have a store that was closed down and temporarily disabled for $9.99 a ...
Why is the add to cart button not showing? If your add to cart buttons are not showing then it could be one of the following: The product has been selected as discontinued. You have deleted the add to cart button ...
Why are my variants/personalizations not displaying? If your variants (options or personalizations) are not displaying, then it could be because of one of the following reasons: You have not enabled the variant. You will need to edit ...
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Can I 'White Label' the Corecommerce software? Possibly, depending on the access you give your client to the Corecommerce admin. Here are some steps to virtually 'white label' Corecommerce: Remove the "Powered by Corecommerce" link from the front ...
How to put my store on another site? If you have a CoreCommerce store, and you want to start a 2nd store, and copy all of the info from the first site over to the new site, we ...
How do I set up a Newsletter? How do I setup a newsletter? How do I send a newsletter? Log into your CoreCommerce Admin Panel. Hover over the Marketing Tab. Click on Newsletters at the bottom of the blue box. Make sure ...
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I cannot login to my CoreCommerce Admin and I do not remember the URL I cannot login to my CoreCommerce Admin and I do not remember the URL, what can I do? In this case, please call our support team at 888-221-6019 ASAP and ...
Why can I not enable the backordering system? Why can I not enable the backordering system? If you have tried to check the box for "Allow Custom Backordering with Negative Inventory" but the it doesn't stay enabled you will ...
How come I cannot choose the Virgin Islands as a country on the front end? If you have enabled the Virgin Islands in your country list (Settings > Shipping Settings > Configure Countries & States) but cannot see it on the front end, it is ...
What is the robots.txt file? The robots.txt file is a set of instructions for visiting robots (spiders) that index the content of your web site pages. For those spiders that obey the file, it ...
How many products can I list on Facebook? How many products can I list on Facebook? You can list between 90 to 100 products on your Facebook account. If you try to list more than 100 products, it will ...
If I go over my bandwidth or hard drive space, will my store be shutdown? No, if you go over your plans bandwidth limits and hard drive space, you will be charged for overages, however your store will not be closed.
How do I translate the header links? I'm using multiple languages and need to translate the header links, which seem to be hard coded into the header. How can I do this? You will need to modify header.html ...
How do I cancel my CoreCommerce account? To cancel your account you will need to do the following: 1.Log into your Corecommerce admin area.
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Max upload size image The max post size allowed on your server is 8M. This number includes the total size of the uploaded image as well as the rest of data passed in the ...
Why isn't the Google Site Search working on my site? This article has been deprecated. Google Site Search (Google Custom Search Engine) should now work with the header search by default. Refer to this article ...
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What are some of the best text editors for editing HTML and CSS? Here are some of our favorite text editors for editing HTML and CSS for both the Mac and PC platforms. Please note that some of these text editors are free, ...
Quickbooks MasterCard change We recently changed how the Quickbooks Webconnector views MasterCards. Previously we were sending 'Master card' over to the Webconnector, while Quickbooks is looking for the word 'MasterCard,' and this was ...
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Why are the credit card fields and payment methods missing from my checkout? If your credit card fields and other payment methods are missing from the checkout, there are two likely causes: You do not have any payment methods configured under Settings > Payment ...
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How do I make a screen capture or screenshot? How do I make a screen capture or screenshot? A screen capture or screenshot is an image file that shows a snapshot of your computer screen. Screenshots can help us in ...
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What is the browser cache? What is the browser cache? How do I clear it? Each time you access a file through your web browser, the browser caches (i.e., stores) it. Thus, the browser doesn't have ...
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Why is my Dazzle export empty? Our system has the ability to export orders to the DAZzle program from Endicia. This program allows you to print out labels from the orders you receive in your store. ...
IE9 Compability If you are using a custom design and you have customers complaining that IE9 does NOT work correctly, don't worry, we have the fix for you. Simple add this inside ...
Corecommerce Youtube Channel Does corecommerce have a youtube channel? Yes we do! Please click the image below to view all of our training videos, and subscribe if you would like to be notified ...
Why won't my favicon show up on any secure pages? This most often happens when your store is using the the CoreCommerce shared SSL. When you're on a shared SSL, your site appears as a subdirectory of the CoreCommerce server ...
How is bandwidth calculated? Bandwidth is calculated by adding the sum total of Kilobytes KB all images, HTML, CSS and other files from your corecommerce account (website) to a visitors of your website's computer. ...
.CSV Import Case Sensitive for Linux When trying to import an .csv file on a Linux server for bulk products the .csv file must match the file names inside the FTP file path as well (_import/_images) ...
How do I reduce my hard drive usage? Each CoreCommerce plan comes with a limited amount of hard drive space. If you go over this amount, you will be charged an overage fee. To see how much hard drive ...