Skip to content
Order Helper Help Centre · Guide 8 of 8
Troubleshooting & Contact Support
Use these practical checks to resolve common account, import and ordering issues. If you still need help, contact AIBUILDHUBS support with the details below.
Before you try again
- Check that you are signed in with the Google account used for Order Helper and that your plan is active.
- Read the message shown on screen and identify the supplier, file or order involved.
- If an order may already have been sent, check its status in Supplier CRM before attempting another delivery.
Quick checks
Find the issue and check the next step
Start with the section that matches what you were trying to do. Review corrected information before importing products or sending an order.
Account & activation
My activation does not complete
- Confirm that you are using the Google account intended for your Order Helper access.
- Open System actions, if needed, and select Enter Premium Key.
- Paste the complete key from your welcome email without spaces before or after it.
- Check that your plan is shown as active before you continue.
If activation still fails, contact support with your sign-in email and the message shown on screen. Keep the activation key out of the email and screenshot.
Read the account activation guide →Catalogue scanning & product imports
No products were detected
- Open the saved catalogue URL in a separate tab and confirm that it is available without a sign-in.
- Check that the address points to the supplier catalogue or price list.
- Correct the source if needed, then run the scan again.
If the source still cannot be read, use CSV or a supported XML file to add the products.
Read the catalogue scanning guide →The CSV file is rejected
- Download the current product file from Order Helper for the expected column structure.
- Keep the column names unchanged and place the information in the correct columns.
- Remove completely empty rows and save the file as UTF-8 CSV.
Upload the corrected file and review the detected rows and product information.
Read the CSV import guide →The XML file does not import correctly
- Confirm that the supplier file uses a supported XML structure.
- Check product names, identifiers, categories and prices.
- If essential information is missing or appears in the wrong field, stop before building an order.
Contact support for guidance if the structure is unclear. Confirm any recurring feed configuration with AIBUILDHUBS before relying on automatic updates.
Read the XML import guide →Imported products need correction
- Review the detected rows and saved products in the product workspace.
- Check names, prices, categories, identifiers and supplier details against the source.
- Correct or remove information that should not be used before moving to Build Order.
A completed import still needs a review before ordering.
Read the product review and ordering guide →Orders & Supplier CRM
The supplier is not available when sending
Open Manage Suppliers and confirm that the intended supplier record is active and contains a valid contact email address.
Check that you have selected the correct supplier before returning to the order draft.
Review supplier setup →The order cannot be sent
Confirm each of these checks:
- Your plan is active.
- At least one product is selected.
- All quantities are valid.
- The correct supplier is selected.
- The supplier record contains the intended, valid email address.
Send again is not available
Order Helper enables Send again only when the order state allows a safe second delivery.
Review the order status and related supplier communication. If the status remains unclear, contact support with the Order ID before trying another delivery.
Review order activity in Supplier CRM →CRM activity or a reply is not visible
- Search using the supplier email address or supplier ID and clear any status filter.
- Select Refresh CRM, then reopen the supplier profile.
- Confirm the supplier and related Order ID in Order history and the Reply Timeline.
If the information still does not appear, include the relevant Order ID when contacting support.
Read the Supplier CRM guide →Still need help?
Contact AIBUILDHUBS support
Email support@aibuildhubs.com and include the details below so the support team can understand the issue.
- Sign-in email
- The email address of the Google account you use with Order Helper.
- What you were trying to do
- A short description of the task, the steps taken and what happened.
- Exact error message
- Copy the wording shown on screen, if an error is displayed.
- Order ID
- Include it if the issue concerns a sent order or supplier communication.
- Screenshot
- Show the relevant screen after hiding activation keys and confidential supplier information.
The Email Support button opens your email app. If it does not open, copy support@aibuildhubs.com into a new email.
Ready to continue?
Return to the Help Centre for the guide that matches your next task.