When something goes wrong

The plugin says what happened in a sentence rather than a code. This is the list, with the fix beside each one.

Connecting

What it says	Cause	Fix
That API key is not recognised	Mistyped, or from a space that no longer holds it	Create a new key on Website & API
That API key was revoked	Somebody revoked it	Create a new one
Your Agency space is not active	Suspended, expired, or still waiting for its first payment	Open /account/agency
The Agency API is not available on this installation yet	A platform update is still being applied here	Nothing on your side. Try again shortly, or ask us
Send your Agency API key as a bearer token	The key never reached us — usually a header stripped by your host	See Your host is in the way below
The server answered with something that is not JSON	A firewall, a proxy or a security layer answered instead of us	See Your host is in the way below
Too many requests	The site is asking faster than a shop needs to	It clears in a minute. If it repeats, tell us what the site is doing

Two things go wrong on shared hosting, and both look like a broken key:

Outbound HTTPS is blocked. The plugin makes ordinary HTTPS requests from your server to ours. A host that blocks outbound traffic produces its own error page, and the plugin reports that it did not get an answer it could read.
The Authorization header is stripped before PHP sees it. Some Apache configurations do this. The plugin sends the key a second way for exactly this reason, so it usually still works — if it does not, that is worth a ticket.

Ask your host whether outbound HTTPS requests are permitted. Then open a ticket with the message the plugin shows.

What happens	Cause	Fix
The import finds nothing	The connection works but the catalogue came back empty	Tell us. Nothing on your side causes this
A product went to draft after an import	That plan is no longer in the catalogue	Nothing is lost. Its orders and history are intact
A price went back to a figure you did not choose	That product is set to recalculate	Open the product, Digipacket Agency tab, set your price, save
A currency warning on the dashboard	Your store and your account are in different currencies	Change the store's currency in WooCommerce

What it says	Why
Enter the domain name this service is for	Hosting is created under a domain, and the provider needs it when the service is made
Enter the hostname this server will answer to	Same reason, for a server
Choose a billing term	The term selector was not submitted — usually a theme overriding the add-to-cart form
This domain is no longer available	Somebody registered it between the search and the click

A refusal in the cart costs nothing. The same refusal after the money has moved costs a refund, which is why these checks are there.

What happens	What to do
A note says the order could not be sent	Read the reason in the note, fix it, then use Digipacket Agency: send again
The order says To pay and nothing is delivered	That is correct. Pay the invoice in your Agency space
The column has not changed in hours	Use Digipacket Agency: refresh status on the order
An item is refused as not orderable right now	The provider is not accepting that plan. Choose another, or ask us
The plan has reached its number of clients	Your Agency plan's limit. Move to a plan with more, or free one up
A client is suspended	Reinstate them in your Agency space, then send the order again

Send again never double-charges you. Each order carries your shop's own reference, so a retry returns the order we already made.

Send us the message the plugin showed, the WooCommerce order number, and our order number if there is one. That is enough to find it. Open a ticket.