I changed a setting but nothing changed on my help center
Click Publish in the Settings panel. Then reload your help center; Zendesk caches pages for visitors for a few minutes.
Track order opens the request form, not our tracking page
Check Order trackingTracking link: it must start with https:// and contain {order}. Without a valid link, Porchlight sends shoppers to the order form instead. See Order tracking.
The order number isn't filled in on the request form
Order number field must be the field's id (digits only), the field must be on the form that opens, and customers must be allowed to edit it. See Order tracking.
The Track order link is missing from the header
It shows only while Home pageTrack your order card is on, and only on wider screens. On phones the card itself is on the home page.
Contact us doesn't appear when I preview
Zendesk hides the request form from agents and admins in preview. Preview as an anonymous visitor (PreviewRoleAnonymous), or sign out.
The hours say Closed now when we're open
Set ContactTime zone to your team's time zone, as a name like America/Chicago or Europe/Berlin. Without one, Porchlight uses the visitor's clock. Check that Support hours uses English day names (Mon-Fri 9:00-17:00).
The hours show without Open now or Closed now
Porchlight couldn't read them. Write them as day names and times, for example Mon-Fri 9:00-18:00; Sat 10:00-14:00, Daily 8am-8pm or 24/7.
A topic has the wrong drawing
Set another one in Home pageTopic pictures and icons, by topic name or id, as a drawing name or the URL of your own photo. See Home page.
The Contact us button on phones doesn't show
It appears once the shopper scrolls down, not on the request pages, and not while the contact block or the footer is on screen. It also stays hidden when your Zendesk messaging button is on the page, since that does the same job.
My custom font doesn't show
Check that Custom font name matches the family name exactly (letters and spaces, no quotes), that Custom font stylesheet is the stylesheet address (it usually contains css), and that Heading Font or Text Font is set to Custom font (set below).
Chat with us does nothing
The chat option opens Zendesk messaging or the Web Widget. Add your messaging widget to the help center in Admin CenterChannelsMessaging. Without one, the button opens the request form.
Can I use Porchlight on several brands?
Yes, one license covers every help center in the account. See Several brands.
Will updates overwrite my settings?
No. Updates keep your settings. Code you edited under a developer license is not updated automatically.