> For the complete documentation index, see [llms.txt](https://guides.paynow.gg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.paynow.gg/reference/is-it-down.md).

# Is It Down?

Something is failing and you need to know whose problem it is before you can fix it. The fault line is usually easy to find.

## Storefronts showing an internal error

An internal error across your storefront, or payment and product pages loading intermittently, is almost always a platform-side incident rather than anything in your store or template. These are worked on as they happen.

Check the announcements channel in the [PayNow Discord](https://discord.gg/paynow) before debugging your own store. If nothing is posted, report it there with your store ID and roughly when it started. Don't start editing your template to fix an error you didn't cause.

## Your server says it cannot reach PayNow

The plugin only makes outgoing requests. There is no inbound connection and no port to forward, so a server that suddenly cannot reach PayNow after working fine is almost always a network problem at your host.

A DNS resolution failure is the clearest case: your machine could not look up the address at all, which is your host's resolver, not PayNow. Ask your host first.

Occasional failed requests are different and normal. The plugin retries them on its own, so an intermittent `failed to handle pending commands` in the console needs no action. See [Game Servers](/integrations-and-commands/game-servers.md#when-commands-do-not-run).

## Rate limited at checkout

Clicking add-to-cart rapidly can trip Cloudflare's rate limiting on the checkout. It clears on its own after a short wait. If a customer reports it, have them pause a minute and try again rather than keep retrying.

## What to include in a report

* Your **store ID**
* What failed, and the exact error text if there was any
* When it started, and whether it is constant or intermittent
* One **order ID** if a specific purchase is affected