Troubleshooting
Fix wrong totals, missing products and reports, missing orders, and WhatsApp, email, and spreadsheet problems.
Find your problem below. If you're still stuck, contact support with one specific example.
The total is wrong
Place a small test order with an amount you can work out yourself, then check these in order:
| Check | Fix |
|---|---|
| Prices are 100 times too high (such as $800 for $8) | This can follow a currency change. Re-enter your prices, then test again |
| Wrong currency | Change it under Submit settings → Button, then recheck your prices |
| Wrong price on one product | Open the product's gear and check Price. For variants, check each one |
| Weights look off | Check whether the customer form says kg or lb, and that your price is per that unit |
| The subtotal is right, the final amount isn't | Check your price fields. A fee or tax may be counted twice |
| The amount is zero | Check TOTAL() is in the field. On imported forms, prices in text may need TOTAL("$") |
A product is missing
- Is Show product on? See Hide products.
- Did it sell out? Check its stock.
- Is the form closed? See Stop all orders.
- Are you looking at the right form? Check you opened the link from this form's Share tab.
A product name or price changed by itself
The AI editor can change things you didn't ask it to. Select Revert on its reply, or fix the product by hand.
Sales by product is missing
If your form shows Responses instead of Orders, and only Responses by status and Responses by email, then Neartail isn't treating it as an order form.
These reports need a currency and more than one product. To fix it:
- Check the form has at least two products.
- Check that Currency appears in Submit settings → Button. If it doesn't, the form was probably created outside the normal route.
- If there's no currency setting, create a form from the order form page and move your menu to it.
Submit to WhatsApp is missing
The option depends on how the form was created. Create the form from the WhatsApp page, then see Set it up.
WhatsApp doesn't get the order
Work out which step failed:
| What happened | Likely cause |
|---|---|
| The order is in Neartail, but no message | The customer didn't press send. See How it works |
| WhatsApp doesn't open | They need the app or WhatsApp Web. Try a normal browser, not an in-app one |
| It opens the wrong chat | Check Route to this number includes the country code. If you use Dynamic routing, check that field's value |
| The message has no order details | Your custom message lost ${TEXTSUMMARY(true)} |
An order is missing
- Check you're signed in with the right Google account.
- Check it's the right form, especially after duplicating or importing one.
- Check the report's date range.
- Look in the Abandoned and Trash columns on the board.
- Check Inbox on your dashboard.
A customer reaching the form, or a checkout page, doesn't mean the order was submitted.
A row is missing from Google Sheets
Find the order in Neartail first. If it's there, the problem is the spreadsheet connection:
- Check which route you're using, and look in the matching sheet.
- If you forward to Google Forms, check Submit to Google Forms is on and the Google Form accepts responses.
- Check whether the order came in before you connected the sheet.
A confirmation email is missing
- Open the order and check Additional Details. No destination means nothing was sent.
- Check the email is turned on and points at the right question.
- Check the customer entered their email correctly.
- Ask them to look in spam.
Emails set up after an order came in won't be sent for that order.
A customer says they paid
Open the order, then check your provider or bank. See Track who has paid. Don't ask them to pay again until you've looked for the original payment.
Payments enabled, but not configured
You've turned payments on without finishing a method. Select Configure in the Payments block and turn on a method.
My forms have disappeared
You're probably signed in with a different Google account. Check the account at the top right, and sign in again with the right one.
My website opens the wrong form
Check which form is your main form in Share → Website. Quick links don't change it, but Switch Form does.
What to send support
Send the link to your form, what you expected, what happened, and one example, such as the selections and totals or an order number. Leave out passwords, card details, and unrelated customer information.