If you experience issues during installation or onboarding, the following steps can help resolve most setup problems. These fixes are based on known behaviours from the Parcel Protect platform and common support queries.
1. Email Verification Issues
If you don’t receive your verification code:
- Check your spam or junk folder
- Make sure you entered your email correctly
- Resend the verification code
- If still unsuccessful, contact support to manually verify your account
2. App Connection Errors - Shopify
If your ecommerce store admin does not redirect you into onboarding:
- Refresh your browser
- Ensure you are logged into the correct Shopify admin account
- Go to Apps → Parcel Protect within Shopify
- Verify that permissions were fully accepted during installation
3. Onboarding Not Completed
If you return to the app and see a blank or partial setup screen:
- Click Continue Setup in the Merchant Portal
- The system will resume from your last saved onboarding step
- All prior progress is auto-saved
4. Business Details Not Loading
Sometimes ABN lookup or business information takes longer than expected:
- Check that your ABN is valid
- Refresh the page or re-enter the number
- Try again after a few minutes if lookup services were temporarily down
If the issue persists, contact support with your ABN and business details.