Frequently asked questions

In this wiki article we will explain possible questions and problems surrounding your cloud shop.

Frequently asked questions about your cloud shop

How can I tell that my shop has been suspended?

After logging into your Shopware account or into your admin area you can already see if your shop has been suspended.

There are basically three different locks:

1. The storefront has been locked, but you can still view and work in your admin area.

The following information is provided in the Shopware account:

 


The following information is provided in the Admin area:

   
 

2. Your shop has been completely suspended, i.e. Storefront and Admin can be accessed but not edited.

The following information is provided in the Shopware account:

 


The following information is provided in the Admin area:

 

3. The admin area is locked because your PayPal account is no longer connected.

In this case, editing in Admin is no longer possible. But you can link a new PayPal account to unlock the account.

The following information is provided in the Admin area:


Why was my shop suspended?

There can be various reasons why your shop has been suspended. We have listed the most common reasons:


Offence against the law:

If your cloud shop violates the applicable law, we will block it. Examples of this can be racist content, sale of weapons without verification, etc.


Invoice was not paid:

If you have not paid the current invoice for the use of your cloud shop, the admin area of your shop will be blocked. Since the invoice is collected by PayPal, you should first check the payment method (direct debit, credit card, etc.) in your PayPal account and change it if necessary. In this case you have 7 days to change the payment method and pay the open invoice. Within this period your storefront can still be accessed, unless you put your storefront into maintenance mode

After the suspension, remember to deactivate the maintenance mode manually in Admin.



The PayPal connection has been lost.:

It is possible that the necessary PayPal connection has been lost and therefore the usage fees can no longer be debited. In this case please check first if your PayPal account can be reconnected.
If your usage fees cannot be debited, your admin interface will be blocked and you will be given 7 days to connect a new PayPal account. Within this 7 day period you can still sell your items in the storefront, unless you put your storefront into maintenance mode.

After the suspension, remember to deactivate the maintenance mode manually in Admin.

 

Potential problems

Technical issues

If technical problems occur, you can easily contact us via LiveChat.

However, we recommend that you first deactivate your activated extensions and then check again whether the technical problem still exists. This is the only way to rule out whether one or even more extensions are causing the undesired behaviour in your cloud shop.  If this still occurs despite deactivating all extensions, you will find the LiveChat in your administration interface on the bottom right.
 

 

After clicking on the chat symbol the LiveChat opens.

 

 

Storefront is not displayed (Error)

If your storefront is not displayed as usual, this can have various reasons. First of all, you should check whether a sales channel is assigned to your domain. You can check this in the admin.
In the first step you can see which domains are currently connected to your cloud shop under
Settings > System > Domains. In the next step, you can find out more about the assignment to your storefront by clicking on your storefront in the admin under the menu section sales channels and then checking in the area domains whether the domain is actually registered.

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