Troubleshooting

Something not working as expected? Find your problem below. If it isn't listed, see Get help at the end.

Payments and orders

A buyer paid by UPI but the order still says waiting

UPI payments go straight to you, so QKAP can't see them. The buyer taps I've paid and the order shows "Payment sent – waiting for confirmation" until you check it.

1. Check that the money reached your UPI account.
2. Go to Dashboard → Store → Orders.
3. Open the order and tap Mark as paid.

The buyer's order page unlocks by itself once you confirm. See Orders and customers.

I paid for Premium but it isn't on yet

After checkout you're sent back to Dashboard → Billing. If it says Still confirming, wait a minute and refresh. If it says the payment didn't go through, try again from Billing. See Billing and invoices.

My renewal failed

Premium stays on for a 3-day grace period while the payment is retried. Go to Dashboard → Billing and tap Update payment method to keep it.

Your page

Followers who tap Shop in Instagram aren't logged in to the store

Inside Instagram, links open in a mini browser where followers usually aren't logged in to Amazon or other stores. Turn on open-in-app links in Dashboard → Affiliate tags to send them to the store's app instead. This works on Android inside Instagram, Facebook and other in-app browsers; iPhone and desktop are unchanged. It's a Premium feature. See Affiliate links.

I can't add more posts, links or collections

You've probably reached a Free limit: 10 live posts, 30 products, 3 collections and 3 custom links. Archive or delete some, or upgrade. See Plans and Premium.

My extra pages or menu items disappeared

When Premium ends, extra pages beyond your first are paused and hidden from followers, and menu items above the Free limits are hidden. Nothing is deleted. Everything comes back when you upgrade.

I changed my username and my old link stopped working

When you change your username, your old link redirects to the new one for 60 days, then stops working. Update the link in your bio as soon as you change it. See Profile and bio.

Logging in

I forgot my password

On the log-in page, tap Forgot password? and follow the link we email you. It expires in 30 minutes. If reset by email isn't available, contact support from the email you signed up with. See Account security.

I lost my authenticator app

Use one of your recovery codes on the log-in screen. Then create new codes from Dashboard → Settings → Security.

I signed up with Google and can't change my email or delete my account

Those need a password. Set one under Dashboard → Settings → Password with Set password.

Teams

A team invite link doesn't work

Invite links work once and expire after 7 days. Ask the owner to open Dashboard → Team → Invites and tap New link.

"You don't have permission" when I try something

Your role doesn't include that action. Ask the page owner to change your role. See Team and roles.

Get help

Go to Contact for the fastest way to reach us. If your message is about your account, send it from the email address you use to log in so we can find you. Premium creators get priority support.

Tip: To report a creator's page or post, use the Report option on that page. Problems with an order from a store like Amazon (delivery, returns) are handled by that store, so contact it directly.

Common questions

Where do I change my email, password or time zone?

In Dashboard → Settings. Two-factor login is under Settings → Security.

How do I ask for a refund?

See the refund section in Billing and invoices.