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Help us help you with Commerce

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Some basic troubleshooting can help you resolve a problem before you have to open a support ticket. This article provides resources for troubleshooting Dynamics 365 Commerce issues and lists the information we need to help you. Learn more in Help us help you - general questions for Power Platform and Dynamics 365.

General troubleshooting

Find technical content to help you troubleshoot at Dynamics 365 Commerce troubleshooting and in Commerce troubleshooting and FAQs.

Point of sale

If the issue is related to Store Commerce (POS) and you need to open a support ticket, reproduce the issue and provide the following information:

  • The application session ID and the time stamp with the time zone.
  • The exact steps for how you reproduced the issue.

If you can't reproduce the issue but you have some samples of the problem, provide the following information for each sample:

  • The transaction number or receipt number.
  • DeviceRecId, captured from the Settings page on the device, and the time stamp with the time zone.

B2C e-commerce

If the issue is related to a business-to-consumer (B2C) e-commerce site and you need to open a support ticket, provide the following information:

  • The site URL.
  • The exact steps to reproduce the issue, starting from the home page.

B2B e-commerce

If the issue is related to a business-to-business (B2B) e-commerce site and you need to open a support ticket, provide the following information:

  • The site URL.
  • The exact steps to reproduce the issue, starting from the home page.
  • A test account, if it's not a production environment and you want the support team to sign up using a test email account to reproduce the issue.

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