Troubleshooting

I cannot remember my password

1. Go to the sign-in page and click Forgot password?
2. Enter your registered email address and click Send reset link.
3. Check your inbox — and your spam folder — for an email from the Rockcity B2B portal.
4. Click the link in the email. It is valid for 60 minutes.
5. Enter your new password and click Reset password.

If the email does not arrive, check your spam or junk folder. If still nothing, contact the Rockcity team to have a new invite sent.

I am being logged out unexpectedly

Your session expires after 2 hours of inactivity for security. This is expected behaviour. Simply sign in again.

If you are being logged out immediately after signing in, try clearing your browser cookies: in Chrome go to Settings → Privacy → Clear browsing data → Cookies and other site data. Then sign in again.

My invitation link says “expired” or “invalid”

Invitation links are valid for 24 hours. If yours has expired, contact the Rockcity team or your admin and ask them to resend the invitation from the Users tab in Admin.

I see “Access denied” when trying to open an order or admin page

Your account role may not have permission to view that page. Check:

• Customers can only see their own orders on the Orders page — not the Admin Orders tab.
• Distributors can see the Admin Orders and Picking Sheet tabs only.
• Staff, admin, and super_admin accounts can access all Admin tabs.

If you believe you should have a different role, ask your admin to update it in the Users tab.

I placed an order but it does not appear on my Orders page

Refresh the page (press F5 or Ctrl+R). If the order still does not appear after 60 seconds:

• Check your email for an order confirmation — if you received one, the order was created; refresh again.
• If you paid by card and Stripe showed a success screen, the order was recorded. Check your inbox for a Stripe receipt to get the order details.
• If neither email arrived, contact the Rockcity team. Do not resubmit without checking first — you may end up with a duplicate order.

My card payment was declined

Stripe will show the decline reason on the checkout page. Common causes and fixes:

• Insufficient funds: Use a different card or contact your bank to increase the limit.
• Card not authorised for online/international payments: Contact your bank to enable online transactions.
• Card expired: Use a valid card.
• 3D Secure failed: Your bank may require authentication via their app — check for a push notification.

If none of these apply, try a different browser or device, then contact the Rockcity team if the problem persists.

My order status is “Rejected”

Open the order and scroll to the Updates section. The Rockcity team will have posted a message explaining the reason. Common causes:

• A product or colour went out of stock between order placement and picking
• A payment issue that could not be resolved
• The order was cancelled at your request

Reply in the Updates thread or contact the team to discuss next steps.

I need to change my order after submitting it

You cannot edit an order yourself — only staff can modify orders. Send a message in the order's Updates thread as soon as possible. The team can make changes while the order is Pending or Processing. Once the order is Shipped, it is locked.

My order shows “Shipped” but there is no tracking number

Some carriers provide tracking numbers with a delay after collection. Check the order's Updates thread — the team may have posted the tracking separately. If no tracking appears within 24 hours of the status change, send a message in the thread requesting it.

My tracking shows no movement / is not updating

Carrier tracking systems can have a 12–24 hour delay before the first scan appears, particularly for international shipments. Wait 24 hours and check again. If there is still no movement after 48 hours, contact the Rockcity team with your order number and they will investigate with the carrier.

My order has not arrived and it is overdue

Open the order on the portal and send a message in the Updates thread with your order reference number and the date you expected delivery. The team will open an investigation with the carrier. For urgent cases, contact the Rockcity team directly by phone or email.

Items arrived damaged

1. Do not discard any packaging — the carrier may need to inspect it.
2. Take clear photographs of the damaged outer box and the damaged items.
3. Open the order on the portal and send the photos via the Updates thread.
4. The team will arrange a replacement or credit as appropriate and open a carrier claim.

The portal is slow or not loading

1. Refresh the page (Ctrl+R or Cmd+R).
2. Check your internet connection.
3. Clear your browser cache: Chrome → Settings → Privacy → Clear browsing data → Cached images and files.
4. Try a different browser (Chrome, Firefox, Safari, or Edge — all fully supported).
5. If the issue persists across browsers, contact the Rockcity team — there may be a server-side issue.

I see a 404, 403, or 500 error page

• 404 Not Found: The URL does not exist. Check you have clicked the right link. Navigate via the top menu instead.
• 403 Forbidden: Your account does not have permission to access this page. See the role guide above.
• 500 Server Error: A temporary server-side issue. Wait 2 minutes and refresh. If it persists, contact the Rockcity team with the URL and time of the error.

The page looks broken on my mobile

The portal is responsive and should work on phones and tablets. Try:

• Rotating your device to landscape mode for tables and forms.
• Using pinch-zoom if text is too small.
• Switching to a desktop or laptop for complex tasks like the Admin panel or bespoke order creation.

An order does not appear on the Picking Sheet

The Picking Sheet only shows orders with status Processing. If an order is not appearing, check its status in the Orders tab — it may still be Pending and needs to be moved to Processing first.

I accidentally moved an order to the wrong status

If the order is still editable (Pending or Processing), change the status back. If the order has been moved to Shipped, Delivered, or Rejected (locked statuses), contact an admin or super_admin — only they can revert terminal statuses.

The “Assign admin role” option is greyed out

Only super_admin accounts can assign the admin or super_admin role. If you need this done, contact your super_admin.