> For the complete documentation index, see [llms.txt](https://fm-shop.gitbook.io/fm-shop-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://fm-shop.gitbook.io/fm-shop-docs/help/troubleshooting.md).

# Troubleshooting

Solutions for the most common problems with purchases and installation.

Find your problem in the tables below. If nothing works, follow [What to send to support](#what-to-send-to-support).

## Payment

| Problem                        | What to do                                                                                                                                                                              |
| ------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Payment declined               | Contact **Tebex support** with your transaction details, and try another payment method. See [Payments and refunds](https://fm-shop.gitbook.io/fm-shop-docs/help/payments-and-refunds). |
| Paid but no confirmation email | Check your spam folder, then contact us on Discord with the payment proof.                                                                                                              |

## Delivery

| Problem                                  | What to do                                                                                                                                                                                            |
| ---------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| The resource is not in the Cfx.re Portal | Log in with the same Cfx.re account used at checkout, wait a few minutes and refresh. See [Receiving your purchase](https://fm-shop.gitbook.io/fm-shop-docs/getting-started/receiving-your-purchase). |
| I did not get my Discord role            | Open a ticket on [Discord](https://discord.gg/TZeRjWeFKQ) with your transaction ID.                                                                                                                   |

## Installation

| Problem                            | What to do                                                                                                                                                         |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| The resource does not start        | Check the console for the exact error. Confirm that the folder name matches the name used in `server.cfg`, and that dependencies start first.                      |
| `Could not find resource`          | The name in `ensure` does not match the folder. Fix the name and restart.                                                                                          |
| Missing textures or collisions     | Copy the **entire** resource folder, including `.ytd`, `.ydr`, `.ybn`, `.ymap` and `.ytyp` files, and re-extract the archive without excluding files.              |
| The vanilla interior still appears | Another resource is keeping the vanilla IPL active. See [Load order and conflicts](https://fm-shop.gitbook.io/fm-shop-docs/installation/load-order-and-conflicts). |
| Two maps overlap                   | Stop one of them, or contact support to check compatibility.                                                                                                       |

## What to send to support

Send everything in one message, so we can help faster:

1. The **name of the product** and the link to its page.
2. Your **Discord username** and, for purchase problems, the **Tebex transaction ID**.
3. **What you expected** and **what happens instead**.
4. The **console errors**, copied as text (or a screenshot).
5. **Screenshots or a short video** of the problem in game.
6. The list of **other map resources** installed near the same location.

Contact us on [Discord](https://discord.gg/TZeRjWeFKQ). See [Support](https://fm-shop.gitbook.io/fm-shop-docs/help/support).