Troubleshooting

Login issues

I forgot my password

Click Forgot password? on the login page. Enter your email and follow the reset link. Your new password needs at least 8 characters, one uppercase letter, one number, and one special character.

Magic link not arriving

Check your spam/promotions folder. Confirm the email address is correct. If signups are temporarily unavailable, the Register page shows a banner with guidance.

2FA code not working

Codes expire after a few minutes. Click Resend a new code on the verification screen. If your session expired, you will need to log in again from scratch.

Payments

Stripe shows "not connected" or charges disabled

Go to Settings → Payments and click through to complete Stripe onboarding. Common blockers: outstanding identity verification, missing bank details, or pending tax information inside Stripe. After completing everything in Stripe, return to Roqstar and refresh.

Products

Product not showing in storefront

Confirm the product is Published (not Draft or Pending). Check that the store is Live (Store → Settings → store status toggle). If password protection is enabled, ensure you are entering the correct access password.

Audio demo not playing

Make sure the demo file is a supported audio format (MP3, WAV, OGG). Re-upload if the file may be corrupted. The waveform preview generates automatically for valid audio files.

Emails

Buyers not receiving purchase confirmation

Ask the buyer to check spam/promotions. Verify their email address on the order. Check Store → Email Settings to ensure templates are properly configured. If delivery issues affect many recipients, contact support to verify domain email authentication (SPF/DKIM).

Abandoned cart emails not sending

Confirm the feature is enabled under Marketing → Abandoned Carts → Email Settings (requires a higher tier). Check that the delay has elapsed (e.g. if set to 24h, the cart must be 24h+ old). Verify the email template is saved with valid content.

Downloads

Buyer cannot download

Confirm the product is published and has files attached. The buyer must use My Orders with the same email they paid with. If links expired, they can re-access via My Orders.