Fix connection and service problems

Start with the exact message and the stage where it appears. Signing in, connecting a phone, loading store data and running chat or recovery are separate checks. A working storefront does not prove that every service is available.

Sign-in code does not arrive or is rejected

Check the email address on the sign-in screen, including spelling. Look in spam and other filtered folders. If you requested several codes, use the latest message; request another only after the screen allows it.

If you normally use Google or Apple, use that same sign-in method and check the account email in Settings. Apple private relay or a different provider email can lead to a different account from the one you expected. A missing connection under that account does not prove the store connection was deleted.

The email sign-in code and the module's store pairing code are different credentials. Enter each only on the screen that requested it. Support does not need either code.

The module does not show a usable pairing code

1. Open Modules → Module Manager → PrestaOne Mobile Bridge → Configure → Connections & Access.
2. Choose the connection action and generate a new code if the previous one expired. Pairing codes last 10 minutes.
3. If the panel does not load, reload the page and check that browser JavaScript is enabled. Keep any visible error text.
4. Check the installed module version and Advanced → Server diagnostics. Resolve failed requirements with your host.

If the camera cannot scan the QR code but the module displays a valid pairing code, use Enter code manually in the app. See the complete connection steps.

Store URL, HTTPS or network errors

Use the public storefront URL, including its subfolder if applicable. Do not enter the private Back Office address or a server's local IP address. Open that public URL on the phone to check whether the phone can reach it over HTTPS.

If the store opens but pairing or data access fails, ask the host to check whether a firewall, maintenance restriction, authentication wall or security rule blocks the module's requests. Include the time and exact app error. Avoid disabling security controls globally as a diagnostic shortcut.

If the message concerns HTTPS behind a CDN or reverse proxy, use Reverse proxy setup. The host should identify trusted proxy addresses and the forwarded HTTPS configuration; an arbitrary wildcard is not an appropriate fix.

No free seats or an unexpected replacement

Open Settings → Manage connections on the affected phone and review the selected account and connections. A fresh QR code does not add seat capacity.

If the app offers Replace device access, check the named old device. Confirm only if you intend to remove that device's access to the store. If both phones need access, review available capacity in the account portal instead. Follow Devices, seats and permissions for the difference between adding, replacing and releasing a connection.

Connecting is taking too long

Keep the app open and allow the current operation to finish. If it offers a retry or resume action, follow that action using the same account. After a timeout, check Connections in the app and Connections & Access in the module before starting again: a timeout does not always mean the store rejected the connection.

An ordinary new connection finishes automatically. A replacement can require explicit confirmation. If the app reports that a connection service is unavailable, record the message and time and retry when connectivity is restored; repeatedly generating codes does not repair service availability.

Connected, but data is missing or access is paused

Check the store selected in the app first. Refresh and open a specific order or product. A cached list visible on the phone is not proof of a current connection to the store.

If the app says access is paused or requires attention, inspect that connection's status and the account's seat/subscription state. If only editing is unavailable, check the corresponding device permission in the module. Do not reinstall the module to correct a permission or billing status.

For missing visitors or channels while orders still load, use Tracking and consent. Limited tracking coverage can be expected behaviour, rather than a connection failure.

Chat or recovery is unavailable while store data loads

Open the module's Overview and read the individual service status. Saved feature settings can be visible even when the service is paused or its access cannot be confirmed.

Prepare a useful support report

Open Help and include:

• The public store URL and the exact error or status text.
• What you were doing, what happened and the approximate time with timezone.
• The PrestaOne version and build from Settings → About, the module version from Module Manager, and your PrestaShop version.
• Phone platform/model, whether one or all connected phones are affected, and whether the problem occurs on both Wi-Fi and mobile data if you have checked that.
• The relevant settings or checks already completed, so support can continue from that evidence.

Crop screenshots to the error or setting. Hide account emails, customer names, order details and other shop data that is not needed to explain the issue. Never include a QR/pairing code, sign-in code, password, connection token or private Back Office URL. Keep the existing installation and connections available for investigation unless support gives a specific recovery procedure.