The app or an email link will not open#
Open the correct store in BigCommerce and launch WF5 Order Chat from Apps. This renews your app session. Then find the order using Search orders or open Notifications. If a saved email link failed, try it again after launching the app.
If you still cannot open the app, ask the owner to check your account’s app access. Share the displayed error with WF5 if authorised access continues to fail. Do not share passwords, access tokens or session links.
An order or teammate is missing#
For an order, switch to All orders, clear the search and enter the complete order number. Search looks at order numbers and customer names, not comment text. Check that the order belongs to the selected BigCommerce store.
For a teammate, ask them to launch Order Chat in the same store using their own authorised account. Save or copy your draft before refreshing. If they are already selected, they will be shown beneath the draft rather than offered again in the picker.
A comment did not post#
Check that the comment is not blank and is no longer than 5,000 characters. If a mention is no longer valid, remove that recipient and choose an available teammate. Keep your draft on the page while correcting the error.
After a network problem, check whether your comment is already visible before composing a duplicate. If it is still unsent, retry the same draft on the same page. If you need to reload, copy the text first.
A “Comment saved” message means the comment was stored even if mentions or the order list are still updating. Wait for the update rather than reposting. If a capacity or storage-limit message appears, preserve your draft and contact WF5 with the order number. Do not delete metafields yourself.
Counts or history look out of date#
Keep the browser tab visible and allow about 30 seconds for the next update. On the Notifications page, use Refresh notifications beside Mark all as read. The compact BigCommerce order panel has a Refresh button. Main-app conversations and Inbox drawers refresh automatically; they do not have that button.
If a failed update shows Try again, use it. Before reloading the browser page, copy any unsent draft. A failed background check can leave the previous comments or counts visible until the next successful check.
The bell counts unread mention alerts. The Unread order view counts conversations with unread activity, including those you manually marked unread. Mark all as read clears mention alerts; it does not mark every order conversation read. Read mentions stay in history. Order status updates do not create unread conversation alerts.
Use Load earlier comments or Load more notifications for older history. A deleted marker refers to a comment removed in an earlier app version; current comments have no delete action.
A mention email did not arrive#
First check the recipient’s in-app Notifications. Confirm that the sender selected a recipient chip before posting. Then ask the owner to check Settings → Email delivery.
If sending is not configured, WF5 must finish sender setup. If it is configured, check the recipient address and spam folder. The owner can retry a confirmed failed alert when the app offers that button. An unknown provider outcome needs WF5 investigation; avoid repeatedly posting comments to trigger more emails.
The email detail switch controls content, not whether email is enabled. An alert with no order information is expected when that switch is off.
The order shortcut or status setup failed#
The app displays a setup notice when registration fails. The owner can use the notice’s Retry setup button. If the error returns, contact WF5 to review the app’s permissions and registration.
Status history records observed updates and may not include every earlier change. Use the current order in BigCommerce for operational decisions. Uninstalling and reinstalling is not required as a normal troubleshooting step.
Give WF5 useful details#
Contact WF5 directly through the Web Force 5 contact form. Tell us you are using WF5 Order Chat and include:
- Your store name and the affected order number.
- The screen you were using and the action you selected.
- The exact error and roughly when it happened, including your time zone.
- Whether it affects one person, several people or every order.
- A screenshot with unrelated customer information hidden, if useful.
Keep account passwords, API credentials and private session URLs out of the request. Copy any unsent draft before following recovery steps.