Support is currently Open

Joobi support hours are from 7:00 - 21:00 from monday to friday (GMT +1)

Announcement

[April Release] New features and bug fixes. Visit this article to see the complete changelog.

[New App—Beta Ready] jNewsletters is now ready for Beta Testing. jNewsletter is a Free newsletter app to replace jNews Free. If you'd like to help us beta test click here to participate.

[Template Update] Marktplatz 3.1.17 update. Visit the changelog.

Order status is set to "Pending Order" or Canceled Order"

  1. Make sure you are using a currency that is accepted by your Payment gateway provider
  2. Admintools Joomla extension often create this problem by blocking Paypal IPN (you need to contact extension developer or disable it)
  3. Your website must be in live production and is accessible by public visitor (not offline nor localhost)
  4. Verify that you are using correct Payment credentials (api keys, security tokens, etc..). Refer to the "Payment Section" of this tutorial for detailed payment setup.
  5. If you are on Sandbox mode, you need to use a sandbox credentials and enable the sandbox mode under Payments >> Preferences

Paypal Adaptive Issue

  1. Make sure you have an "Approved" APP ID not Conditionally Approved
  2. Vendors are required to have a "Verified" paypal account

The money is received but order status is still "Pending"

This means the Payment gateway is not able to reach your website to complete the transaction.

  1. Verify that your site is actually accessible by visitors. There should not be any htaccess login restriction that would require a user to enter a password to visit your site.
  2. Make sure you do NOT have any security plugins that could block the connection to your website.
  3. If you have security plugins, disable them and do the checkout process again and verify if the process works.
  4. Verify in your Payment gateway account that you do not have specific order return URL specified that is different from the actual website you are tryig to checkout. Any return URL should not be touched and just leave it empty unless advised by the specific payment gateway tutorial we have available. Most of the time, return url is only used by recurring transactions.

Friendly Reminder

  • We are unable to provide 24/7 customer support. Support schedule and availability is listed above.
  • For technical issues, we cannot extend our support for users who cannot provide necessary site credentials in order for us to help resolve your issue.
  • We Do Not provide support via email, Facebook, or Twitter.
  • We are unable to do the UPDATE for you if you are updating from an older version (2 versions or more behind). Keeping your site Applications up-to-date all the time is your sole responsibility, while we work hard to provide a constant and timely update to all Joobi Apps.

Delayed Support?

In general, you can expect a response within 24-48 hours for most issues within our scope. However there are still rare occasions where the delay in support is inevitable. If you do not hear from us for over 48 hours, you can follow-up by bumping the live-chat with your ticket number.

Expired Membership?

We do not guarantee any reply for members with an expired membership. We either close your ticket without notification or recommend that you renew your subscription.

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