Question 1

My checkout won't open. What should I do?

Accepted Answer

1. Check the browserMost of the time it is something local in the browser. Try, in this order:Clear the cache (Ctrl/Cmd + Shift + Delete) and reload.Open an incognito tab (Ctrl/Cmd + Shift + N).Test in another browser (Chrome, Firefox, Safari, Edge).Disable extensions (ad blockers often interfere).2. It could be the domainIf you were selling normally and it suddenly stopped, your domain has probably gone down. To check:Open dnschecker.org.Next to the search, switch the type from A to NS.Type your domain without the “pay”. Example: if the checkout is pay.domain.com/fefef, search only domain.com.If all the NS records show a red X, the domain has likely gone down, been banned/suspended or expired — check with the provider where you bought it.If the domain has never run yet, it is probably propagating. This does not depend on Cloudfy: it is a global connection time between servers and name servers until they point to Cloudfy, and it can take from 1 hour to 1 hour and 15 minutes.If it persists, contact our WhatsApp support.

Question 2

Why doesn't the address field show up on my checkout?

Accepted Answer

The address field only appears on the checkout when the product is physical. If it isn't showing, the product is registered as “Digital” instead of “Physical”.How to fix itGo to Products.Click the product's gear icon.Change the type from Digital to Physical.Save and open your checkout again.Digital products don't ask for an address because there's no physical delivery. Use the Physical type whenever you need to collect the customer's address.

Question 3

Why does my checkout show “error making payment”?

Accepted Answer

If, when finishing the purchase, the checkout shows “Error when making payment” (or “Error generating payment”), the problem is most often in your acquirer's integration keys.1. Check the integration keysMake sure the Secret Key and the Public Key are entered correctly on the platform — not swapped and without incorrect characters (extra spaces, missing letters, etc.).2. Platforms with a single keyIf your acquirer provides only a Secret Key or API Key, put that key in the Secret Key field (even if it is an API Key) and leave the Public Key empty.3. If the error persistsClick the button below to contact our WhatsApp support. Send:The store ID — found under Store, next to the creation date.The payment gateway you are using.That you are getting “Error generating payment”.Talk to support on WhatsApp

Question 4

Info-product delivery: how does the automatic email work?

Accepted Answer

In info-product delivery, the digital file (the product's deliverable) is sent automatically via the checkout email as soon as the order is approved.What to checkIf the customer didn't receive the file, make sure email sending is active on your store. For Cloudfy to send the emails, your domain must be approved for sending.Why the domain may be rejectedThe platform automatically analyzes each domain before allowing email sending, to protect your reputation and deliverability. A domain can be rejected due to:High-risk TLD (.xyz, .top, .site, .live, .click, among others).Recently registered domain, with no history of legitimate use.Presence on spam or phishing blacklists.Similarity to well-known brands (typosquatting).Site with nonexistent or suspicious content.How to ensure deliveryTo set up email sending, we recommend normal names for domains, strong TLDs (.com, .com.br, .net), a history of legitimate use and DNS records (SPF, DKIM, DMARC) properly configured. Add the domain and check whether it is approved as an email domain.Think your domain was rejected by mistake? Contact our support.

Question 5

I can't pay my debts, what do I do?

Accepted Answer

Failing to pay the store debt happens mainly due to insufficient balance in the account, the card's anti-fraud or problems with the registered card.What to tryGenerate another card or use a card from a different brand/bank.If it still fails, add balance via PIX — it clears instantly and settles the debt right away.PIX is instant: it's the fastest way to get back to normal when the card is declined.

Question 6

Checkout that won't open or load

Accepted Answer

When the checkout won't open or load, the reason is usually the domain. Here are the two most common scenarios.1. You were selling and it suddenly stoppedIf you were already using the domain and selling normally, and the checkout suddenly stopped opening, your domain has probably gone down. To check:Open dnschecker.org.Next to the search, switch the type from A to NS.Type your domain without the “pay”. Example: if your checkout is pay.domain.com/fefef, search only domain.com.If you see a red X on all the NS records, your domain has likely gone down, been banned/suspended or expired. Check with the provider where you bought it.2. You just added the domainIf the domain has never run yet, it is probably propagating. This does not depend on Cloudfy: it is a global connection time between servers and name servers until they point to Cloudfy, and it can take from 1 hour to 1 hour and 15 minutes.Want to understand what happens during propagation? See “I added my domain but it stays inactive, what do I do?”.

Question 7

I added my domain but it stays inactive, what do I do?

Accepted Answer

If you added the domain but it stays inactive, it is probably propagating. This does not depend on Cloudfy: it is a global connection time between servers and name servers until they point to Cloudfy, and it can take from 1 hour to 1 hour and 15 minutes.How to check the statusOpen dnschecker.org.Next to the search, switch the type from A to NS.Type your domain without the “pay”. Example: if the checkout is pay.domain.com/fefef, search only domain.com.How to read the resultOnly some countries already show Cloudfy's name servers: the domain is propagating — just wait.All countries still show your hosting's default name servers: you just added it and it is starting to propagate.All countries already show Cloudfy's name servers: propagation is done and the SSL certificate is now being generated. It will be active soon.The SSL certificate is what enables the security padlock (HTTPS) on your domain. It ensures the data exchanged on the checkout travels encrypted — that's why Cloudfy generates it automatically before releasing the domain.

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