---
title: Troubleshoot products and store purchases in Infinity3
description: "Use these checks when a product is missing, checkout fails or a customer cannot access their purchase. #### Before you start Note the store URL, product or variant, customer email and any order reference. Record the error and when it…"
url: "https://www.infinity3.co.uk/help/troubleshoot-products-and-store-purchases-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Online Store & Products"
---

# Troubleshoot products and store purchases in Infinity3

Use these checks when a product is missing, checkout fails or a customer cannot access their purchase.

#### Before you start

Note the store URL, product or variant, customer email and any order reference. Record the error and when it occurred.

#### If a product is missing

1. Open **Payments** → **Products** and confirm the item is saved.
2. Check **Include in Online Store**.
3. Review the available pricing, stock and variant settings.
4. Check the store’s product display settings.
5. Save and publish affected content, then test the public store again.

#### If checkout fails

Review the selected payment provider and methods for Stores. Confirm whether the checkout is using Test or Live mode and check any provider restriction or verification issue.

For delivery errors, check whether the customer’s address matches a shipping zone and a valid rate condition.

#### If a purchase is missing

Check Orders and Transactions before asking the customer to pay again. For a missing confirmation email, check the store notification settings and the customer’s junk folder.

For digital downloads, confirm the correct files were attached to the purchased product or variant and that the customer uses their checkout email for order access.

#### Things to know

- Do not request full card details or login codes.
- Avoid repeated purchases while investigating.
- A successful test does not confirm the Live configuration is identical.

Contact Infinity3 with the order reference, error screenshot and checks completed.