Website Troubleshooting

Running into an issue on our website? Here are some quick fixes for the most common problems.

Trouble Completing Checkout

If the checkout page isn’t working properly, try these steps:

• Clear your browser cache and cookies, then reload the page.
• Try a different browser - sometimes browser extensions or settings can interfere.
• Disable ad blockers or browser extensions temporarily, as these can sometimes block checkout functionality.
• Double-check your payment information - make sure your card number, expiration date, CVV, and billing address are entered correctly.
• Check your internet connection - a weak or unstable connection can cause checkout errors.

If none of this helps, reach out to us with a screenshot of the error (if there is one) and we’ll troubleshoot from our end.

Discount Code Not Applying

If your discount code isn’t working at checkout:

• Make sure the code is entered exactly as shown, with no extra spaces.
• Check whether the code has expired or has specific product/order requirements.
• Remember that discount codes can’t be combined with BOGO promotions.
• Try clearing your cache and reloading the checkout page.

For more details, check out our Discount Codes & Promo Offers article.

Subscription Management Page Not Loading

If you’re having trouble accessing your subscription portal or the page isn’t loading:

• Clear your browser cache and try again.
• Try a different browser or device.
• Make sure you’re logging in with the same email address you used when you created your subscription.

If the subscription cancellation button isn’t working, try the steps above first. If it’s still not cooperating, contact us and we’ll handle it for you.

Website Login Issues

Can’t log into your account? Try these steps:

• Use the “Forgot Password” link on the login page to reset your password.
• Check your email for the password reset link (don’t forget to check spam/junk folders).
• Make sure you’re using the correct email address  -  the one you used when you created your account.
• Clear your browser cache or try a different browser.

Still locked out? Contact us and we’ll help you get back into your account.

Wholesale/Provider Portal Access

If you’re having trouble accessing the wholesale/provider portal, make sure you’re logged into your approved wholesale account. If pricing isn’t displaying correctly or you can’t log in, check out our Wholesale & Provider Program article or contact us for help.