# Troubleshooting - Preorderline 1.x documentation

> What to check when a product doesn't take pre-orders, an order doesn't go to Pre-ordered, or an email doesn't arrive.

## The product still says "Out of stock" or "Add to cart"

- Check the product's **Pre-order** tab: **Pre-orders** must be **Not released yet**, and the product updated.
- For a variable product, each variation follows the product unless its own **Pre-orders** field says otherwise. A variation set to **Off for this variation** sells normally. The product page's button only says "Pre-order now" when every variation is a pre-order; each variation still shows its availability text when picked.
- Was the product released? A release switches **Not released yet** back to **Off**, so it sells normally.
- Clear your page cache (caching plugin or host) and reload the product page.

## The order went to Processing, not Pre-ordered

- Only items that were taking pre-orders when the order was placed are pre-orders. If you switched pre-orders on after the order was placed, it's a normal order.
- An order whose pre-ordered items are all released moves to Processing. Check the order's notes: a release is noted there.

## The order is On hold

That's WooCommerce waiting for a payment such as a bank transfer or a check. When the payment arrives, mark the order as **Processing**: it goes to Pre-ordered, since its items aren't released yet.

## A customer didn't get an email

- Check that the email is enabled under **WooCommerce → Settings → Emails**.
- Check the order's notes for what happened.
- If your site doesn't send any emails reliably, use an SMTP plugin; Preorderline's emails go out through WordPress like WooCommerce's.

## A product isn't on WooCommerce → Pre-orders

The list shows products taking pre-orders and products with orders still waiting. A product set to **Off** with nothing waiting isn't listed, nor is a released one. Draft and private products are listed; trashed ones aren't.

## I removed Preorderline Pro

Orders placed with Pro's "Pay when it's released" or with a deposit still show and can be released. The order screen says that Preorderline Pro handles their payment:

- An order paid on release moves to **Pending payment** when released, without a payment link email. Send the customer the link with the order action **Send order details to customer**.
- A deposit order moves to **On hold** when released, with a note that its balance wasn't billed. Collect the balance yourself, for example with a new order.

Activate Preorderline Pro again before releasing them to have it bill and email as usual.

Source: https://extendiment.com/plugins/preorderline/docs/1.x/troubleshooting