Troubleshooting your Fullscript account

Overview

Discover solutions to troubleshoot issues in your Fullscript account. Try these steps before reaching out to our Customer Success Team.

General troubleshooting

Improve both your Fullscript experience and general internet browsing by taking these steps to resolve performance and latency issues. These may also be applicable in troubleshooting more specific issues you’ll find in the following sections.

• Ensure your internet browser is up to date. Updating your browser ensures that you have the latest bug-fixes and patches.
• Clear your cache and cookies. Clearing this information saved in your browser will help your browser to run more efficiently.
• Close unneeded tabs. Making sure that tabs you aren’t using are closed will similarly improve the performance of your browsing software.
• Ensure you have a stable internet connection. A a slow or unstable connection can create all kinds of issues when trying to browse the web in general, or Fullscript specifically.

Specific scenarios

Login trouble

You may encounter issues when trying to log in. If so, please consult the resources available in the Login trouble section of this support center. A few common things you may encounter around the login system are:

• How do I sign up to order from Fullscript?
• How do I reset my password?
• Why did I receive a ‘magic login link’ after trying to log into my account?

‘Email already taken’ errors

If you’re creating a new account, or trying to update the email address on your current account, and you see an error informing you that the “Email is already taken“, you will need to either use a different email address to complete your task, or alter the email address where it’s already in use, then come back and try again.

Checkout errors

If you run into checkout issues, try emptying your cart and restarting your order. This refreshes the checkout system, like reloading a webpage that didn’t load correctly. Don’t hesitate to try the general troubleshooting tips above as well.

Before contacting support

If you’ve attempted to troubleshoot issues on your own and haven’t been able to resolve them, it may be best to contact our customer success team. To allow them to provide the best possible support, please make note of the following details:

• What kind of device are you using to access your account?
• Which internet browser are you using?
• Do you have a firewall or VPN active on your device?

If relevant, it may also be helpful to provide the following information to assist our team in resolving your problem.

• A screenshot of the error message or account issue.
• The steps required to reproduce the issue.
• Screenshots of any relevant communications you have received from Fullscript.
• Any tracking numbers or shipment information you’ve received.