> ## Documentation Index
> Fetch the complete documentation index at: https://help.payam.africa/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common merchant issues

> Check setup, publishing, stock, alerts, POS access, and settlements.

## A product is missing from the storefront, WhatsApp, or POS

Open the product and check **Publish to**, visibility, stock, variants, and delivery or fulfillment choices. Confirm its category is available where relevant. Refresh the customer-facing channel after saving. For a bulk edit, inspect one affected product directly. See [Products](https://help.payam.africa/merchants/products.md) and [Variants](https://help.payam.africa/merchants/variants.md).

## Storefront edits are visible in the editor but not to shoppers

Wait for the theme draft to show **Saved**, then select **Publish**. Open the public URL in a separate window to check the live result. Menu and page changes also need their own save action. See [Theme publishing](https://help.payam.africa/merchants/storefront-theme.md).

## WhatsApp shopping says Inactive or order alerts are missing

Finish the dashboard setup checklist and transaction-fee choice. Verify the order **notification number**, enabled event and channel in **Settings → Notifications**, and test your shopping link. The customer contact number serves a different purpose. See [WhatsApp settings](https://help.payam.africa/merchants/whatsapp-settings.md) and [business notifications](https://help.payam.africa/merchants/settings-notifications.md).

## POS says it is not ready or staff cannot open the till

Finish store activation, check POS plan access, and confirm the staff member has POS permission. Reopen POS and select **Check again** while online. If the staff member is prompted for a PIN, complete the first-use setup or use the authorized reset flow. See [POS setup](https://help.payam.africa/merchants/pos.md) and [staff access](https://help.payam.africa/merchants/staff.md).

## A POS payment may have been recorded twice

Before retrying, check the POS order list, payment status, and pending offline sync. Reconnect the original device and let queued actions finish. If two charges are visible, use the order detail and refund controls available to an authorized manager, or contact Payam with both references. See [Make a sale in POS](https://help.payam.africa/merchants/pos-sales.md).

## A payout does not match my bank statement

Check the order payment status, pending payout, and settlement entries separately. Compare the settlement reference and date with the bank record. Confirm the payout account shown under **Settings → Payouts**. See [Finance](https://help.payam.africa/merchants/finance.md) and [payout accounts](https://help.payam.africa/merchants/payments-payouts.md).

If these checks do not resolve the issue, use the [support form](https://payam.africa/contact) and include the store name, affected channel, order or settlement reference, and what you already checked.


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