Troubleshooting Guide

Common issues merchants run into, and how to fix them.

Bangla: সাধারণ সমস্যা ও সমাধান — ওমনিকিও ব্যবহারে কোনো সমস্যা হলে এখানে দেখুন।

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I can't log in

Likely cause: An expired session, or an incorrect password.

How to fix:

1. Double-check you're entering the correct email or phone number for your account.
2. If your password isn't working, use the Forgot Password link on the login page to reset it.
3. If you're being logged out repeatedly, try logging in from a single browser tab rather than several at once, and make sure your device's clock is set correctly.

If you still can't get in after resetting your password, contact support with the email or phone number your account uses.

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A courier booking got rejected

Likely cause: Most rejections happen because of a malformed phone number — an extra digit, a missing leading zero, or an invalid format that the courier's system won't accept.

How to fix:

1. Open the order and check the customer's phone number field.
2. Use the Auto Fix helper — it automatically corrects common phone number formatting issues so the booking can go through.
3. If Auto Fix doesn't resolve it, manually verify the number against what the customer provided and re-enter it.
4. Re-attempt the courier booking.

If bookings keep failing for reasons unrelated to phone formatting, check that your courier account credentials are still valid in Settings → Integrations. See OmniShip.

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My Meta ad account or Pixel isn't connecting

Likely cause: A permissions issue on the connected ad account or Page, or an incorrect Pixel ID.

How to fix:

1. Go to Settings → Tracking and confirm the Pixel ID entered matches the Pixel ID shown in your Meta Events Manager exactly.
2. Confirm that the Facebook account you're using to connect has admin-level permission on both the ad account and the connected Page — a viewer-only or limited role won't work.
3. Reconnect the Meta Ads account from Settings and re-authorize when prompted.
4. Once reconnected, check the Meta Ads manager to confirm campaign data is loading.

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A bKash payment shows as pending or failed

Likely cause: bKash notifications can occasionally be delayed or interrupted, which can make a successful payment briefly appear as pending or failed.

How it actually works: Omnikyo doesn't rely solely on a one-time notification from bKash — it always double-checks the real payment status directly with bKash before finalizing an order's payment state. This means a genuinely successful payment will resolve correctly on its own, even if it briefly showed as pending.

How to fix:

1. Wait a few minutes and refresh the order — most "pending" statuses resolve automatically once Omnikyo confirms the payment with bKash.
2. If the order still shows failed or pending after several minutes and you're confident the customer's money was deducted, contact support with the order number so it can be manually verified.

See Checkout & Payments for how bKash checkout works end to end.

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The AI order parser got a detail wrong

Likely cause: The parser reads the customer's original message and fills in what it's confident about. If a detail in the message was genuinely unclear, ambiguous, or missing, the parser leaves that field blank rather than guessing.

How to fix:

1. Always review the auto-filled order form before submitting it — treat it as a first draft, not a final answer.
2. If a field looks wrong, correct it manually by re-reading the original customer message.
3. If a field is blank, it usually means the original message didn't clearly state that detail (for example, an address with no area name, or a quantity that wasn't specified) — check with the customer if needed before confirming the order.

See AI Order Parser for more on how parsing works.

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I can't see a menu item or feature that should be there

Likely cause: Your account role doesn't have permission to view that section. Omnikyo controls what each team member can see and do based on their assigned role.

How to fix:

1. Ask the business owner or an admin on your team to check your role's permissions.
2. They can adjust what your role is allowed to see and do from Settings → Roles & Permissions.
3. Once your permissions are updated, refresh the page — the missing menu item or feature should appear.

See Settings & Roles for how roles and permissions work.