> For the complete documentation index, see [llms.txt](https://cth-development.gitbook.io/store-elements-for-tebex/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cth-development.gitbook.io/store-elements-for-tebex/support-and-privacy/troubleshooting-common-issues.md). # Troubleshooting Common Issues This guide covers common setup, editor, basket, checkout and display issues in Store Elements for Tebex. ### Complete setup message If a widget shows: **Complete Setup in your site's Dashboard > Apps > Store Elements for Tebex** the app cannot use the current Wix app installation yet. Check: 1. Store Elements for Tebex is installed on this Wix site. 2. The app dashboard loads successfully. 3. Your Tebex Public Token and Private Key are connected. 4. The app installation is activated. ### Installation needs to be activated If a widget shows an activation error, the Wix app installation does not currently have an active trial or subscription. Open: **Dashboard > Apps > Store Elements for Tebex** Then start a trial or subscribe from the Billing card. {% hint style="info" %} Each Wix site/app installation needs its own active licence. {% endhint %} ### Packages do not appear If package elements do not show live packages, check: * Tebex is connected in the dashboard. * Both Public Token and Private Key are saved. * The app installation is activated. * Packages are active in Tebex. * The element is not filtered to an empty category. * The element is not set to **Specific packages** with no packages selected. * You have clicked **Sync Products** after making major Tebex catalog changes. In the Wix Editor, elements may show loading skeletons when no package is selected or setup is incomplete. ### Search says no packages found The Package Search element waits for the customer to start typing before showing results. If searches always return no results: 1. Confirm packages are visible in other elements. 2. Check the app is connected and activated. 3. Confirm the search term matches a package name. 4. Check browser console errors for setup or network issues. ### Prices show the wrong currency Store Elements for Tebex requests package data using the customer's IP address where supported, so Tebex can apply regional pricing. If one device shows a different currency: * Check for VPN, proxy or private relay features. * Confirm Tebex regional pricing is configured for the expected country. * Test on another network. {% hint style="info" %} Tebex regional pricing is ultimately decided by Tebex. The app passes customer IP information where supported, but Tebex controls the returned price and currency. [Check your Supported Currencies & Regional Pricing settings on Tebex](https://creator.tebex.io/payment-methods/settings) if problems persist. {% endhint %} ### Add to Basket does not work If Add to Basket fails: 1. Check the customer has completed the required store login. 2. Check required package variables are filled in. 3. Check required Discord, gift card email or game server details are provided. 4. Confirm the package is purchasable in Tebex. 5. Confirm cookies are allowed if the site asks for cookie consent. Most errors are shown as pop-up messages in the bottom-right corner of the site. ### Gift does not work If gifting fails: * Confirm Tebex has gifting enabled for that package. * Confirm the recipient details are valid for the store type. * Confirm any required package variables are completed. * Confirm any optional or required Discord details are handled. ### Login pop-up does not open If login is blocked, check whether cookies or browser storage have been denied through cookie consent settings. When required cookies are denied, the app blocks login and checkout flows and asks the customer to accept cookies. If no cookie preference has been specified, the app assumes required functional storage is allowed. ### Minecraft username problems Minecraft stores use Minecraft usernames. If a username fails: * Confirm the username exists using a tool like [NameMC.](https://namemc.com/) * Confirm the username has fully updated if it was recently changed. * Try again on a different browser or device. The app can show a Minecraft avatar preview when the username is valid. If the avatar cannot be loaded, a fallback account icon is shown. ### Cfx.re, Steam or other Tebex login problems For non-Minecraft stores, customers sign in through a Tebex-managed login flow. If login fails: 1. Try the login again. 2. Confirm the store type is detected correctly in the dashboard. 3. Confirm popups or redirects are not blocked. 4. Try again on a different browser or device. ### Wix Editor looks different from the live site The Wix Editor and the live site can load assets that look a little differently to each other. If the editor looks stale or different: * Refresh the editor. * Confirm the latest Wix app version has been released. * Publish the site after changing elements. * Test in preview mode (in the editor) and on the live site. ### Widget styling looks wrong If fonts, colors or layout do not look right: * Open the element settings and check custom design values. * Use **Revert to Theme Settings** for font options if you want the Wix theme style. * Check contrast warnings in the settings panel. * Test both desktop and mobile layouts. ### Checkout opens but does not complete Checkout is handled by Tebex. If checkout opens but cannot complete: * Confirm the package is purchasable in Tebex. * Confirm payment methods are configured in Tebex. * Confirm required customer details are entered. * Confirm your store status [on the Tebex Dashboard.](https://creator.tebex.io/dashboard) ### How to contact support If the steps here don't work for a particular problem, or if you're having an issue with something else, feel free to drop support a line through the Store Elements for Tebex Dashboard. Open: **Dashboard > Apps > Store Elements for Tebex** Use the **Support card** at the bottom of the dashboard. Include: * What you expected to happen. * What actually happened. * The package affected. * Whether the issue is in the Wix Editor, preview or live site. * App diagnostics, if you are comfortable including them (they contain no personal information and help us solve your issue faster!). The dashboard also shows a **Support ID**. 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