General Troubleshooting Guide

What this guide covers

This guide helps you fix common problems in the dashboard. It is written for store owners and admins who need quick, practical solutions.

1. Dashboard access problems

Problem: I can’t open the dashboard.

1. Refresh the browser page.
2. Sign out and sign back in.
3. Use a different browser if the issue remains.
4. Ask the store owner to confirm your access level.

Screenshot: Show the login page or dashboard access error.

Problem: I see a permissions error.

1. Confirm you are using the correct Shopify account.
2. Ask the store owner or admin to verify your permissions.
3. If you should have access, refresh the dashboard and try again.

2. Page load and performance issues

Problem: A page loads slowly or never finishes.

1. Close the tab and reopen the dashboard.
2. Clear your browser cache.
3. Try a private browser window.
4. If the issue continues, wait a few minutes and try again.

Problem: Buttons do not respond.

1. Refresh the page.
2. Try clicking the button again.
3. If the button still does not work, use a different browser.
4. If it happens on the same action every time, note the step and contact support.

3. Saving and action failures

Problem: My changes do not save.

1. Make sure all required fields are filled.
2. Look for any warning or error message on the screen.
3. Refresh the page and try saving again.
4. If saving still fails, close the tab and reopen the page.

Problem: An action fails with an error.

1. Read the exact error message.
2. Retry the action once.
3. If it still fails, take a screenshot or note the message.
4. Contact support and share the failed action and error details.

Screenshot: Show a save button and any visible error message.

4. Filter and search issues

Problem: A filter does not show on the store.

1. Open Filters.
2. Confirm the filter is published.
3. If it is unpublished, publish it.
4. Run Products Sync and refresh your storefront.

Problem: Search results look wrong.

1. Open Search.
2. Check that your search weights are saved.
3. Run Products Sync again.
4. Test the search on your storefront.

5. Theme and setup issues

Problem: Theme setup is incomplete.

1. Open Theme Setup.
2. Complete each step shown on the page.
3. Make sure the app embed and filter location are saved.
4. Run Products Sync after setup is complete.

Problem: Filters are placed incorrectly.

1. Return to Theme Setup.
2. Recheck the selection or embed settings.
3. Save the setup and refresh the page.
4. If the issue continues, use Theme Removal and redo the theme setup.

6. Products sync problems

Problem: Sync fails or is stuck.

1. Open Products Sync.
2. Refresh the status view.
3. If the sync failed, click Retry.
4. Wait until the sync finishes before moving on.

Problem: Changes are not visible on the storefront.

1. Run Products Sync again.
2. Refresh the store page.
3. If the issue persists, wait a few minutes and refresh again.

7. Billing and purchase issues

Problem: I still see the pricing page after purchase.

1. Open Subscription Confirmation.
2. Confirm the charge completed.
3. If the purchase was successful, return to the dashboard.
4. If not, review the payment status in Shopify.

Problem: I want to cancel my plan.

1. Open Billing.
2. Select the cancel option.
3. Confirm the cancellation.
4. Check for a cancellation message or confirmation.

8. When to contact support

Contact support if:

• the dashboard still does not load,
• an important action keeps failing,
• your filters or theme are not working after retrying,
• you see a message you cannot fix.

What to tell support

• the page you were on,
• what you clicked,
• the exact error message,
• whether you refreshed or retried.

Quick checklist

• Refresh the browser.
• Try another browser.
• Save before leaving a page.
• Run Products Sync after changes.
• Publish filters before checking the store.
• Check your account permissions.
• Contact support if the issue continues.