Quick fixes
Many shop problems are temporary. Before troubleshooting a specific error, try these steps:
- Refresh the shop page.
- Check that your internet connection is working.
- Wait a moment and try again.
- Make sure the item you're trying to purchase is available.
Keep your information safe. Never send passwords, payment details, or private account tokens when reporting an error.
Error codes
If an error code appears, find it here and follow the suggested fix.
Checkout couldn't open
What happened: The shop couldn't start checkout or open the checkout window.
What to do: Refresh the page and try again. If it keeps happening, contact support and include the error code.
Checkout failed to start
What happened: The shop ran into a problem while preparing checkout.
What to do: Refresh the page and try again later. If the error continues, contact support.
Checkout setup problem
What happened: The shop couldn't finish setting up checkout. This message doesn't necessarily mean your account or payment method is at fault.
What to do: Try again later. If it still appears, contact support. There's nothing you need to configure on your device.
Couldn't load the displayed price
What happened: The shop couldn't retrieve the price preview. Checkout may still work normally.
What to do: Refresh the shop and check the price again before continuing. If the issue persists, contact support.
Other messages
These are normal shop status messages, not error codes. They can still explain why you can't continue.
Your cart needs attention
What happened: Your cart is empty, or it contains an item that can't be checked out.
What to do: Add an available item to your cart and try again.
Some items in your cart can't be purchased.
What happened: The shop's current checkout setup only allows a few selected cosmetics. Other cosmetics haven't been connected to the database.
What to do: Remove the unsupported items from your cart and try again in a bit.
Opening checkout
What happened: The shop is attempting to open the checkout window.
What to do: Give it a moment. If nothing opens, refresh the page and try again.
Checkout is ready
What happened: The shop finished its initial checkout setup successfully.
What's next: Add an available item to your cart to continue.
Still need help?
If the problem continues, email [email protected]. Tell us what you were doing, the exact error code or message, and what happened when you tried the suggested fix.
You can include a screenshot, but make sure it doesn't show passwords, payment details, or other private information.