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Overview

If your customers are having trouble loading The Board, a few common causes are easy to rule out. This guide walks through troubleshooting steps for both you and your customers.

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Common Causes

The form is paused. A paused form still loads, but customers see “This form isn’t taking orders right now” instead of the fields. Check that the form is set to Live. The wrong link or form slug. If you run more than one form, each has its own link. Sharing the wrong one — or a link with a typo in the form slug — sends customers to a form that doesn’t exist. Copy the link fresh from the Order Forms page. The link was copied incorrectly. A missing character or extra space in the URL will break the link. Double-check that the full link was copied. Browser compatibility. Older browsers may not support all of Knead’s features. The Board works best in Chrome, Safari, Firefox, and Edge. Slow or unstable internet connection. The Board requires an active internet connection to load. Browser cache or extensions. Cached data or ad-blocking extensions can interfere with page loading.
  1. Tap Settings, then open Order Forms.
  2. Find the form you’re sharing on the card grid.
  3. Check that its active / paused switch is on (Live).
  4. Open the card’s menu and tap Copy link to copy the correct URL.
  5. Open the link in a new browser tab or incognito/private window and confirm it loads.
Pro tip: Always copy your order link from the Order Forms page rather than typing it manually. This avoids typos in your slug or form slug.

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Troubleshooting Steps for You (the Baker)

  1. Confirm the form is set to Live, not paused.
  2. Confirm you’re sharing the correct form’s link — the default form is kneadapp.co/order/{slug}, and extra forms add /{form-slug}.
  3. Open the link in an incognito or private browser window. If it loads there, a browser extension or cached data is the issue — clear your cache and try again.
  4. Try a different browser (Chrome, Safari, or Firefox).
  5. Try loading on a different device (phone vs. desktop).
Good to know: A custom form can have zero products and still work perfectly — it shows whatever fields you built. You no longer need an active product for the form to load. (If you’re using the classic all-products Board and it looks empty, that’s a sign no products are marked Active.)

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What to Tell Your Customers

If a customer reports that The Board is not loading, ask them to:
  1. Refresh the page.
  2. Try opening the link in a different browser.
  3. Clear their browser cache and cookies.
  4. Disable any ad-blocking extensions temporarily.
  5. Check their internet connection.
Send them your order link again directly. The easiest way is to copy it fresh from the Order Forms page and text or email it to them.

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If the Problem Persists

If The Board still does not load after trying these steps:
  1. Note what device and browser you (or the customer) are using.
  2. Note any error messages on the screen.
  3. Email hello@kneadapp.co with these details plus your account email.
We will investigate and get back to you within one business day.
Still need help? Contact us