Frequently Asked Questions

Quick answers to the most common questions from YouCan merchants.

Account

How do I reset my password?
Go to the Forgot Password page, enter your email, and follow the reset link sent to your inbox. You can also change your password while signed in from Security settings. See the full guide: How to Reset Your Password.

Can I have multiple stores on one account?
Yes. YouCan supports multiple stores under a single account. Create additional stores from your accounts Home page or from the seller dashboard menu. See: How to Manage Multiple Stores.

How do I delete my account?
Go to Settings > Account > Manage account in your seller dashboard. Deletion is permanent. See: How to Delete Your Account.

Store setup

How do I create a store?
Sign up at YouCan.shop, verify your email, choose a store name (permanent), language, and currency, then activate by adding $2 to your balance and selecting a payment gateway. See: How to Create Your Account.

How do I connect my domain?
Go to Store > Domains, select "Connect existing domain," then point your registrar's nameservers to ns1.youcan.shop and ns2.youcan.shop. See: How to Connect a Custom Domain.

My domain shows "The name is already used as a main domain" -- what do I do?
This means the domain was previously connected to another YouCan store. Contact YouCan Support to have it released. See: Troubleshooting Domain Issues.

Products and orders

How do I add a product?
Go to Products and click "Add a product." Fill in the name, description, price, images, and category. See: How to Add a New Product.

How do I create a test order?
Include the keyword "test" in the customer name (first or last name) when placing an order. No fees are charged on test orders. See: How to Use Test Orders.

How do I export my orders?
From the Orders listing page, click "Export orders" and select the fields you want. See: How to Export Orders.

How do I search for orders by phone number?
Go to Orders and type the phone number in the search bar. Results will show all orders matching that number.

Billing

Why is my store suspended?
The most common reason is an unpaid invoice. Top up your balance and the system will automatically pay the invoice and reactivate your store. See: Understanding Account Suspension.

How do I avoid future suspensions?
Keep your YouCan balance funded. Save a payment card for quick top-ups. Consider downgrading to the Default plan if pausing your store. See: How to Top Up Your Balance.

Shipping

How do I set up shipping?
Install YouCan Ship from the Apps marketplace, or configure custom shipping zones from Settings > Shipping zones. See: How to Set Up YouCan Ship.

Apps and tools

How do I connect Google Sheets?
Install the "googlesheet" app from the Apps marketplace and follow the authorization steps. See: How to Connect Google Sheets.

How does AI Image Generation work?
Click the AI button in the seller dashboard header. Enter a text prompt and the system generates product images using your AI credits. See: How to Use AI Image Generation.

Still need help? Contact YouCan Support