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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 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 your products and availability. Browser cache or extensions. Cached data or ad-blocking extensions can interfere with page loading.
  1. Open The Counter.
  2. Tap Share Order Form.
  3. Copy the link directly from this screen.
  4. Open the link in a new browser tab or incognito/private window.
  5. Confirm the page loads and displays your products.
Pro tip: Always copy your Board link from The Counter rather than typing it manually. This avoids typos.

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Troubleshooting Steps for You (the Baker)

  1. Open your Board link in an incognito or private browser window.
  2. If it loads in incognito, a browser extension or cached data is the issue. Clear your cache and try again.
  3. Try a different browser (Chrome, Safari, or Firefox).
  4. Try loading on a different device (phone vs. desktop).
  5. Check that you have at least one product published and visible on The Board.
Good to know: If you have no published products, The Board will load but appear empty. Make sure at least one product is 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 Board link again directly. The easiest way is to copy it fresh from The Counter 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