| Help & Support

Troubleshooting

Having a problem with Go Dokan? This guide covers common issues related to your account, products, orders, payments, shipping, and other features.

Before contacting support, check the steps below to see if you can resolve the problem quickly.

Quick Troubleshooting

Try these basic steps first:

  1. Check your internet connection.
  2. Refresh the Go Dokan page or restart the app.
  3. Make sure you are using the latest available version.
  4. Check that your account information is correct.
  5. Sign out and sign in again.
  6. Check your order or payment status.
  7. Try again after a few minutes if the service is temporarily unavailable.

If the problem continues, contact Go Dokan support.

Account Problems

I Cannot Sign In

If you cannot access your account:

  1. Check that your login information is correct.
  2. Make sure your phone number or email address is entered correctly.
  3. Check your internet connection.
  4. Try signing in again.
  5. Use the password recovery option if available.
  6. Contact support if you still cannot access your account.

I Forgot My Password

If you forgot your password:

  1. Open the Go Dokan login page.
  2. Select Forgot Password.
  3. Enter the requested information.
  4. Complete the verification process.
  5. Create a new password.
  6. Sign in again.

Never share your password or verification code with anyone.

I Did Not Receive My OTP

If you are waiting for an OTP:

  1. Check that your phone number or email address is correct.
  2. Check your network connection.
  3. Wait a short time before requesting another code.
  4. Check your SMS or email inbox.
  5. Request a new OTP if the previous code has expired.
  6. Contact support if you continue to have problems.

Do not share your OTP with anyone.

My OTP Is Not Working

If your OTP is rejected:

  • Make sure you entered the latest OTP.
  • Check that all digits are correct.
  • Make sure the OTP has not expired.
  • Request a new OTP if necessary.
  • Avoid repeatedly entering an incorrect code.

Product Problems

I Cannot Find a Product

If you cannot find the product you need:

  1. Check your search spelling.
  2. Try a different keyword.
  3. Browse the relevant product category.
  4. Check whether filters are limiting your results.
  5. Try searching again later.

Product availability can change as vendors update their inventory.

A Product Is Out of Stock

If a product is unavailable:

  • Check again later.
  • Look for another available listing.
  • Contact the vendor if communication is available.
  • Check related products.

Do not assume that an unavailable product will automatically become available.

Product Information Looks Incorrect

If you notice incorrect or unclear product information:

  1. Review the product details carefully.
  2. Check the vendor information.
  3. Save the product or order details.
  4. Contact Go Dokan support if the information appears incorrect.

Order Problems

My Order Is Not Showing

If an order does not appear in your account:

  1. Confirm that you are signed in to the correct account.
  2. Check your order history.
  3. Check whether the order was successfully placed.
  4. Check your payment status if applicable.
  5. Refresh the page or restart the app.
  6. Contact support if the order is still missing.

Keep your order information available when contacting support.

My Order Has Not Been Confirmed

If your order remains pending:

  1. Open the order details.
  2. Check the current order status.
  3. Check the payment status.
  4. Wait for the order to be processed.
  5. Contact support if the status does not change.

I Want to Cancel My Order

If you want to cancel an order:

  1. Open your Orders section.
  2. Select the relevant order.
  3. Check whether cancellation is available.
  4. Follow the cancellation instructions.
  5. Contact support if you cannot cancel the order through your account.

Cancellation availability may depend on the current order status.

I Received the Wrong Product

If you received a different product from the one you ordered:

  1. Check your order details.
  2. Compare the received product with the order.
  3. Keep the packaging and product information.
  4. Take photos if useful.
  5. Contact Go Dokan support.

Provide your order number and details of the problem.

My Product Is Missing

If an item is missing from your delivery:

  1. Check the order details.
  2. Check all packages included in the delivery.
  3. Confirm whether the order was split into multiple deliveries.
  4. Contact support if the product is still missing.

Payment Problems

My Payment Failed

If your payment fails:

  1. Check your internet connection.
  2. Confirm that the payment information is correct.
  3. Check whether your payment method is available.
  4. Try the payment again if appropriate.
  5. Check whether the order was created.
  6. Contact your payment provider if necessary.

Avoid repeatedly making payments if you are unsure whether the previous payment was successful.

Money Was Deducted but My Order Was Not Confirmed

If money was deducted but your order was not confirmed:

  1. Do not immediately make another payment.
  2. Check your order status.
  3. Check your payment or transaction status.
  4. Keep your transaction information.
  5. Contact Go Dokan support if the issue continues.

You may need to provide transaction details when reporting the problem.

I Was Charged Twice

If you believe you were charged more than once:

  1. Check your transaction history.
  2. Check whether both transactions were successful.
  3. Check your Go Dokan order history.
  4. Keep the transaction details.
  5. Contact Go Dokan support.

Do not share your password, OTP, or other authentication information.

Shipping Problems

My Order Is Delayed

If your order is taking longer than expected:

  1. Check the order status.
  2. Check the shipping information.
  3. Confirm that your delivery address is correct.
  4. Check for recent updates.
  5. Contact support if the delay continues.

Delivery time can vary depending on the vendor, location, shipping process, and other circumstances.

My Order Says Delivered but I Did Not Receive It

If your order is marked as delivered but you have not received it:

  1. Check the delivery address.
  2. Ask people at the delivery location whether they received the package.
  3. Check whether someone else accepted the delivery.
  4. Review the order details.
  5. Contact Go Dokan support as soon as possible.

My Package Arrived Damaged

If your package is damaged:

  1. Check the package and product.
  2. Take photos of the damage when appropriate.
  3. Keep the packaging.
  4. Note your order number.
  5. Contact Go Dokan support.

Do not throw away the packaging until the issue has been resolved.

Website or App Problems

The Website Is Not Loading

If Go Dokan is not loading:

  1. Check your internet connection.
  2. Refresh the page.
  3. Try another browser.
  4. Clear your browser cache if necessary.
  5. Restart your device.
  6. Try again later.

A Page Is Not Working

If a specific page is not working:

  1. Refresh the page.
  2. Check your internet connection.
  3. Sign out and sign in again.
  4. Try another browser or device.
  5. Check whether the problem occurs again.
  6. Contact support if the issue continues.

Buttons or Features Are Not Responding

If a button or feature does not work:

  • Refresh the page.
  • Restart the application.
  • Check your internet connection.
  • Make sure you are using an updated version.
  • Try again later.

If the problem continues, report the issue to Go Dokan support.

Account Security Problems

Contact Go Dokan support if you notice:

  • An order you did not place
  • A payment you do not recognize
  • Unexpected account changes
  • Unexpected OTP messages
  • Suspicious login activity
  • Someone asking for your password or OTP

Never share your:

  • Password
  • OTP
  • PIN
  • Authentication code
  • Payment credentials

Before Contacting Support

To help resolve your problem faster, prepare the relevant information.

Depending on the issue, you may need:

  • Your name
  • Registered phone number or email
  • Order number
  • Product name
  • Payment or transaction information
  • Description of the problem
  • Screenshots
  • Relevant error messages

Only provide information that is necessary to resolve the issue.

Common Problems

ProblemFirst thing to try
Cannot sign inCheck your login information and internet connection.
OTP not receivedCheck your contact information and request a new OTP.
Product not foundTry different search terms or browse categories.
Order not showingCheck that you are using the correct account.
Payment failedCheck your payment method and try again if appropriate.
Money deductedCheck the payment and order status before paying again.
Order delayedCheck your shipping status and delivery information.
Wrong productCompare the product with your order and contact support.
Package damagedKeep the packaging and report the issue.
Website not loadingCheck your connection and refresh the page.

Still Need Help?

If you cannot solve your problem using this guide, visit Go Dokan and open the Account or Contact section for further assistance.

You can also check:

On this page

Quick TroubleshootingAccount ProblemsI Cannot Sign InI Forgot My PasswordI Did Not Receive My OTPMy OTP Is Not WorkingProduct ProblemsI Cannot Find a ProductA Product Is Out of StockProduct Information Looks IncorrectOrder ProblemsMy Order Is Not ShowingMy Order Has Not Been ConfirmedI Want to Cancel My OrderI Received the Wrong ProductMy Product Is MissingPayment ProblemsMy Payment FailedMoney Was Deducted but My Order Was Not ConfirmedI Was Charged TwiceShipping ProblemsMy Order Is DelayedMy Order Says Delivered but I Did Not Receive ItMy Package Arrived DamagedWebsite or App ProblemsThe Website Is Not LoadingA Page Is Not WorkingButtons or Features Are Not RespondingAccount Security ProblemsBefore Contacting SupportCommon ProblemsStill Need Help?