Signing in
The code email didn't arrive. Check Spam and Promotions and make sure there's no typo in the address. Request a new email in a minute. → Sign-up, sign-in and security
“This email is already registered with another sign-in method.” Sign in with the email code and connect Google or Facebook under Settings → Sign-in & security. → Sign-up, sign-in and security
Messages and comments
Instagram messages don't arrive. Under Settings → Integrations the account shows “(token invalid)” — click “Re-authorize”. The account must be professional. → Connecting channels
I can't reply to a buyer. More than 24 hours have passed since their last message — that's Meta's rule. You can reply once they write again. → Messages
“Direct closed” under a comment. You can reply to a comment in Direct only once and only within 7 days. → Comments
A message shows as “open it in Instagram”. Instagram doesn't share that type of message with services — view it in the app. → Messages
Notifications
Notifications don't arrive on Android. Phone settings → Apps → Poleso → turn off “Pause app activity if unused”. → The app on your phone and notifications
No “Turn on” button on iPhone. Notifications only work in Poleso installed on the Home Screen. → The app on your phone and notifications
Products
“Out: “…”” on a product that you do have. A material is linked to the product and there isn't enough of it. Click the badge and restock the material. → Materials and packaging
The storefront says “Ask for price” instead of an amount. The product has no price — enter it in the “No price” tab. → Importing from Instagram
I can't delete a product. It's in an unfinished order — archive it. → Product order, archive and deletion
I can't add a product. You've reached the FREE limit of 50 products. Archive the ones you don't need or switch to Plus. → Plan and billing
Orders and payment
An order disappeared from the list. Most likely it's cancelled or completed. Search covers all tabs. → The order list
The buyer says they paid, but the order isn't paid. Card transfer or cash — mark the payment by hand. A Monobank payment usually arrives within minutes; if not, “Payment link” on the order page tells you whether the money is already at the bank. → Order payment
The buyer can't make a prepayment. Prepayment goes through Monobank — check that it's connected under Settings → Payments. → Order payment
A cart link won't be created. A product or material is out of stock, or the cart contains an archived product. → Cart link
Shipping
A waybill won't be created. The order is cancelled, empty or unpaid while its payment method requires paying upfront. The dashboard names the exact reason. → Nova Poshta
Nova Poshta won't cancel a waybill. The parcel has already been accepted at the branch. You can unlink the waybill only in Poleso — but the parcel will travel. → Nova Poshta
Parcel statuses don't update. Automatic updates are from the Plus plan with a connected Nova Poshta key; the ↻ button updates right away. Ukrposhta statuses don't update yet. → Nova Poshta, Tracking number by hand
Printing doesn't open. The browser blocked the pop-up — allow pop-ups for the site. → Nova Poshta
Didn't find the answer
See the FAQ or write to us — the address is at the bottom of the page.