Troubleshooting Common Issues

Troubleshooting Common Issues

Find solutions to frequently encountered problems on the Source Parts platform. If your issue isn't covered here, please contact our support team.

Account Issues

Can't Log In

• Check credentials: Ensure email and password are correct
• Caps Lock: Verify Caps Lock is off
• Reset password: Use the password reset feature
• Account locked: Wait 15 minutes after 5 failed attempts
• Clear cache: Try clearing browser cookies and cache
• Different browser: Try another browser or incognito mode

Not Receiving Emails

• Check spam/junk folder
• Add noreply@source.parts to contacts
• Verify email address in account settings
• Check with your IT if emails are blocked
• Try a different email address

Two-Factor Authentication Issues

• Code not working: Sync your authenticator app's time
• Lost device: Use backup codes to log in
• No backup codes: Contact support with account verification

Website Issues

Page Not Loading

1. Refresh the page (Ctrl+F5 or Cmd+Shift+R)
2. Clear browser cache and cookies
3. Disable browser extensions temporarily
4. Try a different browser
5. Check your internet connection
6. Check our status page for outages

Search Not Working

• Try simplified search terms
• Remove special characters
• Check spelling of part numbers
• Use filters to narrow results
• Try the advanced search options

Images Not Displaying

• Check internet connection speed
• Disable ad blockers temporarily
• Clear browser cache
• Try a different browser

Order Issues

Can't Add to Cart

• Out of stock: Item may have sold out
• Minimum quantity: Check if there's a minimum order
• Login required: Some items require an account
• Region restricted: Item may not ship to your location

Checkout Problems

• Payment declined: Verify card details and billing address
• Session expired: Log in again and retry
• Invalid address: Verify shipping address format
• Stuck on loading: Disable pop-up blockers

Missing Order Confirmation

1. Check spam folder
2. Log in and view order history
3. Wait 30 minutes for email delivery
4. Contact support with payment confirmation

Order Status Not Updating

• Tracking updates may take 24-48 hours
• Weekend/holiday processing delays
• Contact support if no update after 48 hours

API Issues

401 Unauthorized

• Check API key is correct
• Verify key has not expired
• Ensure key has required permissions
• Check Authorization header format

429 Too Many Requests

• You've exceeded rate limits
• Implement exponential backoff
• Upgrade plan for higher limits
• Cache responses where possible

500 Server Error

• Temporary server issue - retry in a few minutes
• Check status page for outages
• Contact support if persists

BOM Upload Issues

File Won't Upload

• Check file size (max 10 MB)
• Ensure file isn't password protected
• Try saving as .xlsx or .csv
• Remove merged cells and formulas

Parts Not Matching

• Check part numbers for typos
• Include manufacturer names
• Use complete part numbers
• Remove extra spaces or characters

Browser Compatibility

For the best experience, use the latest version of:

• Chrome (recommended)
• Firefox
• Safari
• Edge

Still Need Help?

If you couldn't find a solution, our support team is here to help: