FAQ & troubleshooting

Do I need a payment method for the trial?

Checkout registers a payment method, but the 7-day trial itself is not charged. Full features are available during the trial, and trial data is kept when you subscribe.

Why can nobody open billing except the Owner?

Billing is Owner-only by design. Admins cannot view or change the subscription.

Why did everything become read-only?

The organization is suspended (trial ended, a payment failed, a chargeback was opened, or the subscription ended). Fix payment under Settings → Billing; sync resumes automatically.

Which marketplace account must I authorize?

Always the real seller account, authorized by its owner. Connecting a different account creates a new connection instead of restoring the old one.

Why is there no Etsy option?

Etsy is available on the Professional plan and higher. Upgrade under Settings → Billing if the Etsy tile is missing from Integrations.

Why do quantity updates take minutes on Amazon?

Amazon throttles the API; CrowPrime queues pushes and retries with backoff.

What does “needs reconnect” mean on a connection?

Authentication failed — often after a marketplace password change or an app revocation. Reconnect from the Integrations page with the same seller account.

Can I ship an FBA order from CrowPrime?

No. FBA orders are fulfilled by Amazon; they import as fulfilled-by-channel for records only.

Why is an order flagged oversold?

Two channels sold the last unit simultaneously. Ship late, substitute, or refund from the order page.

Should I restock a returned item?

Only resalable units. Damaged or discarded goods stay out of stock but remain on the return record.

What is a currency mismatch?

An order whose currency differs from the organization currency. Amounts convert at the import rate; Finance should review flagged orders.

Can I change the invoice prefix later?

Set the prefix before the first native invoice is issued. Numbers only grow and are never reused, and closed fiscal months stay immutable in GoBD mode.

Can I edit an issued invoice?

Small mistakes use the Edit dialog (versioned); larger ones need Cancel via credit note plus a replacement.

Where is the GoBD export?

Under Settings → Compliance on Enterprise plans (German organizations): ten ledger CSVs, a GDPdU index, a Verfahrensdokumentation and SHA-256 checksums per period.

Why do dashboard and VAT report differ slightly?

Turnover counts on order date; invoices and VAT count on invoice date. Period boundaries therefore differ by design.

• Look up the exact message in the error catalog — most messages name their fix.
• Start the built-in guided tour from the help icon on any page — warehouse, expenses, invoices, export, shipping, Crow AI, reports and team pages all have one.
• Check connection health and the stock-movements log before contacting support; both show timestamps.
• Support tickets and contact work even while an organization is suspended.