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Troubleshooting common issues

Solutions for the most common problems operators encounter with bookings, payments, inventory, and storefront.

Payments and Stripe

Customers can't complete checkout

Check these first:

  1. Stripe connection — go to Settings → Payments and verify both "Charges enabled" and "Payouts enabled" show as active
  2. Visible products — make sure at least one product is set to visible
  3. Inventory — if the product tracks inventory, check that the selected location has free units for the requested dates

Stripe shows "not connected"

If your Stripe account was disconnected or onboarding wasn't completed:

  1. Go to Settings → Payments
  2. Click Connect with Stripe to resume onboarding
  3. Complete any pending verification steps in Stripe

Refund won't process

  • Refunds only work for bookings paid through Stripe. Cash or invoice payments must be refunded outside Fjellride.
  • Check that the refund amount doesn't exceed the remaining balance (total minus previous refunds).

Bookings

"Customer email not found" when sending email

This happens when the booking doesn't have a customer with an email address linked. Make sure the booking has a customer record attached with a valid email.

Can't delete a customer

You cannot delete customers who have active bookings (Reserved, Picked Up, or Partially Picked Up). Complete or cancel their bookings first, then try again.

Inventory shows wrong availability

Availability is calculated based on overlapping bookings. Check for:

  • Concept bookings that were never converted — these still reserve capacity. Clean them up regularly.
  • Inventory status — units in Maintenance or Inactive don't count as available. Check the inventory tab on the product.
  • Location mismatch — inventory is tracked per location. Make sure units are at the right location.

Booking stuck in "Concept"

This usually means the customer started checkout but didn't complete payment. You can:

  • Wait for the checkout hold time to expire (the session will clean up automatically)
  • Change the status manually if you want to handle it immediately
  • Create a payment link and send it to the customer

Storefront

Storefront shows a 404 page

  • Check your slug — the storefront URL is https://your-slug.fjellride.se. Make sure you're using the correct organization slug.
  • Check product visibility — if no products are visible, some storefront pages may show empty.
  • Check Stripe — the storefront may require a connected Stripe account to be fully functional.

Products not showing on storefront

Make sure products are set to Visible. Hidden products only appear in the dashboard. You can change visibility from the product detail page or use bulk actions.

Customers can't see their booking in the portal

The customer portal requires sign-in. If a customer booked as a guest:

  • They won't have portal access until they create an account
  • The account must use the same email as the booking
  • After creating an account, existing bookings with that email are linked automatically

Emails

Emails not being sent

  1. Check that your email configuration is set up (Fjellride uses SendGrid)
  2. Verify the customer has a valid email address on their booking
  3. Check the email history on the booking to see if sends were attempted

Automation rules not triggering

  • Verify the rule is enabled (active toggle)
  • Check the trigger conditions — the from/to status must match the actual status change
  • Check source filters — if you've limited to "storefront only", manual bookings won't trigger the rule
  • Check plan limits — you may have reached the maximum automation rules for your plan

Settings

Can't create custom roles

Custom roles require a Business or Enterprise plan. Check your subscription at Settings → Subscription.

Can't access branding settings

Storefront branding is a Business or Enterprise feature. The branding page will show an upgrade prompt if you're on the Free plan.

API keys not working

  • Plan check — API access requires Business or Enterprise
  • Key expired — check the expiration date in Settings → API Keys
  • Key disabled — make sure the key is enabled
  • Browser requests — API keys are rejected when sent from browser-origin requests. They're for server-side use only.

Still stuck?

If none of the above resolves your issue, contact our support team. Include:

  • What you were trying to do
  • The exact error message (if any)
  • Your organization name