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Most issues have a simple fix. This page walks through the problems people run into most often and exactly what to do about each one. Find your situation below, follow the steps, and you’ll usually be back on track in a minute or two.
If you’ve tried the steps here and you’re still stuck, you’re never on your own. Contact support by live chat, WhatsApp, or email and the team will help.

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Find your issue

Didn't get the code

Your verification code hasn’t arrived on WhatsApp or SMS.

Can't log in

Your email or password isn’t working.

Site paused or past due

Your subscription is past due and your site may be offline.

Payment didn't credit

You topped up but your Wallet balance didn’t change.

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I didn’t receive my verification code

When you sign up, Glowply sends a 6-digit code to confirm your phone number. It goes to WhatsApp first, and falls back to SMS if WhatsApp can’t reach you. If it hasn’t arrived, work through these checks in order.
1

Check WhatsApp, then your SMS inbox

Open WhatsApp first — the code is sent there before anything else. If it’s not in WhatsApp, check your regular text messages (SMS), where it lands as a fallback.
2

Confirm your phone number is correct

Glowply accepts Egyptian phone numbers only. Make sure you typed your number correctly, with no extra or missing digits — a single wrong digit sends the code somewhere else.
3

Check your connection

For the WhatsApp message, your phone needs internet. For the SMS fallback, you need mobile signal. If you have neither, the code can’t get through.
4

Resend the code

Use the resend option to request a fresh code. Each code is valid for only a few minutes, so if the first one expired, a new one fixes that.
Still nothing after a minute or two? Resend once more and watch WhatsApp closely — it usually arrives within moments. If your number was entered wrong, go back and correct it, then request the code again.
For the full sign-up and verification walkthrough, see Sign up & phone verification.

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I can’t log in

You sign in with the email and password you set when you created your site. If you can’t get in, the cause is almost always a forgotten or mistyped password.
1

Check your email and password carefully

Make sure Caps Lock is off and there are no extra spaces before or after what you type. Confirm you’re using the same email you signed up with.
2

Reset your password

On the login page, choose the forgot password link. Enter your account email and submit — Glowply emails you a secure reset link.
3

Open the reset email

Check your inbox for the reset link. If you don’t see it within a few minutes, look in your spam or junk folder. Open the email and select the link.
4

Set a new password and sign in

Choose a new password (at least 8 characters), then log in with it.
Your email address can’t be changed from inside your account. If you’ve lost access to the email on your account, or you’re not sure which email you used, contact support and the team can help you recover access.
For more on signing in and resetting your password, see Logging in.

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My site shows past due or is paused

Glowply renews your Subscription automatically from your Wallet balance. If the balance is too low when a renewal is due, the renewal can’t go through — your subscription becomes past due and your site may be temporarily paused. The fix is to top up your Wallet.
1

Open your Wallet

In your account portal, go to Wallet (المحفظة). Look at needed for renewal and your current balance — the difference is roughly what’s missing.
2

Top up your Wallet

Choose a top-up bundle — 1, 3, 6, or 12 months — and pay through the secure payment window. For the full steps, see Wallet & top-ups.
3

Wait for the renewal to retry

You don’t need to press anything. Once your Wallet has enough credit, Glowply’s next automatic retry completes the renewal, your status returns to active, and your site comes back.
To avoid this in future, top up before the renewal date, or buy a longer bundle so several renewals are covered at once. Your Wallet and your portal Dashboard both show the next renewal date and warn you in advance.
For exactly how renewals and recovery work, see Renewals & past due.

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I paid but my Wallet didn’t update

After a successful top-up, your balance updates once the payment is confirmed. A short delay is normal — here’s how to tell the difference between “still confirming” and a payment that didn’t go through.
1

Give it a moment to confirm

A brief pending state right after paying is normal. Wait a short while and refresh the Wallet page — the credit appears as soon as the payment is confirmed.
2

Check your transaction history

On the Wallet page, look at Transaction history. A successful top-up shows as a Wallet top-up (＋) row with the amount and date. If you see it there, your balance has been credited.
3

If the payment was declined, try again

If the payment was declined or cancelled, nothing is charged and no credit is added. Start the top-up again and complete payment. Card payments use 3-D Secure, so finish any verification step your bank shows.
A declined or abandoned payment never deducts money — your balance simply stays the same. If you’re certain a payment left your bank but your Wallet still hasn’t updated after a while, contact support with the date and amount and we’ll check it.
For how the payment window works, see Payments. For reading your balance and history, see Wallet & top-ups.

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More common questions

Each address can belong to only one site. If the name you want isn’t available, try a small variation — add your city, your product, or a number, like nour-store or cairo-flowers. Remember the rules: lowercase English letters, numbers, and hyphens only; 3 to 63 characters; and no hyphen at the start or end.
You can keep your yourname.myglowply.com address and map your own custom domain on top of it. Custom domains are set up for you rather than self-serve — contact support to request one. See Site management for what to expect.
Your email is read-only inside your account — it’s the address you log in with and where receipts are sent. To change it, contact support and the team will update it for you. See Account settings.
Cancelling, upgrading, or switching plans isn’t done from the portal. Contact support and we’ll help. Note that simply not topping up will leave an unpaid renewal past due rather than cancelling your subscription — see Renewals & past due.
First check that your subscription isn’t past due — open your portal Dashboard for a red alert, and top up your Wallet if needed (see above). Your site’s address is always yourname.myglowply.com, and its security certificate (HTTPS) is handled automatically, so there’s nothing to configure on your side. If your subscription is active and the site still won’t load after a little while, contact support with your site address.
You open your site dashboard from the account portal. Look for the Glowply dashboard button on your portal Dashboard or in Site management — it opens your editor and Store securely in a new tab. If a pop-up blocker stops the new tab, allow pop-ups for Glowply and try again.

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Still need help?

If your issue isn’t here, or the steps didn’t solve it, reach out — support is quick and friendly.

Contact support

Live chat, WhatsApp, or email support@myglowply.com. Have your site address ready.

Browse the FAQ

Quick answers to the questions customers ask most.
When you message support, include your site address (yourname.myglowply.com) and, for payment questions, the date and amount. It helps us find your account and answer faster.