Frequently asked questions
Short answers to the questions that come up most often, with links to the detailed pages.
Short answers to common questions. Each answer links to the page with the full steps. If your question is not here, press F1 on the page you are working on, or use Report a problem in the account menu.
Signing in and your account
I forgot my password. What now?
If you have an account of your own, ask the person who set it up. They give you a new activation code, and you choose a new password. If you sign in through Shopware, reset the password in Shopware. See Signing in.
The 6-digit code from my app is not accepted. Why?
Most often the clock of the phone is off. Set it to automatic time and enter a fresh code. If that does not help, use a recovery code. See Signing in.
I lost my phone. How do I get in?
Sign in with one of your recovery codes. If you have none, a person with Manage people resets your sign-in and gives you a new activation code. See Access.
Why was I signed out?
A session ends after a while without activity and, at the latest, after a fixed maximum time. Sign in again. Save your work before long breaks. See Signing in.
I see "Your account is waiting for a role". What does that mean?
You signed in successfully, but nobody has assigned you a role yet. Ask your team lead to assign one under Help and administration > Access. See Access.
Finding your way
An area is missing in my sidebar. Why?
Either the area is not active for this shop, or your role does not include it. Ask your team lead. Areas are switched on per shop by a person with Manage shops, and roles are set under Access. See Access and Onboarding wizard.
Where is the help for the page I am on?
Press F1, or click the help button in the top bar. A panel with the guide opens at the side. See The basics and Knowledge.
What does "Read-only" at the top mean?
The shop is read-only. You can look at everything, but changes are refused and jobs that could write fail. See Onboarding wizard.
Daily work
How do I create new products from a supplier file?
Open Products > Products. There you create new products from supplier files and rework existing ones. New products are checked and approved under Product review before they are visible in the shop. See Products.
Where do I find products with missing or wrong data?
Open Products > Quality. It lists the findings per check. Product by product lets you work through them one product at a time. See Quality.
How do I change many prices at once?
Open Prices and promotions > Prices for changes with preview and approval, or Price import to read prices from an Excel or CSV file. For other fields such as status, tags or categories use Bulk editing. See Prices and Bulk editing.
How do I plan a sale with a start and an end?
Open Prices and promotions > Sale planner. A sale gets a start and an automatic end. See Bulk editing.
Where do I maintain images, brands, properties and category pages?
Under Products in the sidebar: Images, Shop the Look, Categories, Brands and Properties. See Images, Looks, Pages, Brands and Properties.
How do I look up an order or a customer?
Open Shop and customers > Customer service. It shows status, payments, shipments and returns. See Customer service.
Where do I check feeds, the public shop pages and alerts?
Under Shop and customers: Feeds checks the product feeds for Google Shopping and Meta, Storefront checks the public shop pages from outside, and Monitoring shows alerts on export, payments, refunds and unusual orders. See Feeds, Storefront and Monitoring.
Where do I see revenue, vouchers and returns?
Under Reports: Statistics for revenue and key figures, Vouchers, Returns, Markers for events such as newsletters, and Reports to create reports as PDF or CSV and send them on a schedule. See Statistics, Vouchers, Returns, Markers and Reports.
Background jobs and undo
I started something by mistake. Can I stop it?
Yes, as long as it is queued or running. Open Help and administration > Jobs and cancel the job. What was already written stays; cancelling does not undo anything. See Jobs.
Can I undo a change?
Often, yes. Changes that write many entries save the earlier values first. You undo them in the area that made the change, for example under Price runs or Planned changes. See Jobs, Prices and Bulk editing.
Why did my job fail?
Open Help and administration > Jobs, filter by Failed and expand the row. The reason is shown in red. Common reasons: the Shopware sign-in expired, the shop is read-only, or plinth was restarted. See Jobs.
Who changed this product or this price?
Open Help and administration > Audit log and search for the article number or name. Each change shows the person, the time and the values before and after. See Audit log.
AI
Does the AI see customer or order data?
No. Only product data is sent to the AI. plinth checks every request before it is sent and refuses anything else. AI results are always suggestions that a person reviews. See AI settings.
Why do the AI features do nothing?
Either no AI key is stored, the feature is switched off, or the monthly budget is used up with Hard stop on. A person with Manage AI checks this under Help and administration > AI settings. See AI settings.
Administration
How do I give a new colleague access?
If they sign in through Shopware, they appear under Access after their first sign-in; assign a role there. Otherwise click New account, choose a role and hand over the activation code in person. See Access.
How do I give an agency limited access?
Create an external account: it sees only the modules you choose, has an end date and must be approved by a second person. See Access.
How do I report a bug or a wish?
Open the account menu at the top right and click Report a problem. Describe what happened; the page and the shop are included automatically. You can follow your report under Knowledge, then Reports. See The basics and Knowledge.