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Troubleshooting
Route common access, setup, payout, storefront, application, discount, and campaign issues to the right support checks.
Last reviewed: Jul 28, 2026UI path: Documentation → Troubleshooting
Go here if...
I have an access or login problemStart with account email, invitation, store context, and tier access checks.I have a payout or contract problemStart with payout setup, verification, thresholds, pending status, and contract state.I have a storefront or campaign problemStart with live storefront, builder access, application CTA, discount visibility, and campaign setup checks.
When to use this page
- Something is blocked and you need the fastest matching troubleshooting path.
- You already know the problem area but need the right first checks before escalating.
Before you start
- Confirm which role and store context are affected.
Top tasks
Success looks like
- You can identify the issue category, affected surface, and account or store context before changing settings.
- You can open the detailed troubleshooting page with the right first checks already known.
Where to find it
Documentation → Troubleshooting
Steps
- Identify the affected person: merchant, Standard Affiliate, VIP Partner, applicant, or shopper.
- Identify the affected surface: dashboard, live storefront, builder preview, public application modal, payout area, contract flow, or email campaign.
- Confirm the account email, active store, role, and tier before changing settings.
- Open the matching detailed troubleshooting page and run the concrete checks for that surface.
- Record the page, store, account email, and last change before escalating.
Common causes
- Access issues often come from account email mismatch, missing store affiliation, wrong active store, or store-specific tier limits.
- Payout issues often come from missing setup, missing verification, or minimum threshold rules.
- Storefront issues often come from the wrong review surface, access mode, unpublished builder changes, missing product selection, or Theme Editor placement.
- Partner application issues often come from Allow Partner Applications being off, a missing Partner Apply Button, a disabled Partner Application Modal, or an application that has not reached Pending Requests yet.
- Discount issues often come from display mode, product or category scope, or a mismatch between the builder, live storefront, and Discount Visibility page.
- Campaign issues often come from required fields, reply details, audience filters, Email Sync configuration, scheduled timing, or current send status.
Example
A shopper reports that the storefront Apply as a Partner button opens but the application does not submit. Support first checks the merchant's current store, confirms Allow Partner Applications is on in Settings → Partner Program, verifies the live theme still has Partner Application Modal enabled, then submits a unique test application and confirms it appears in Partners → Pending Requests.
Tips and limits
- Always confirm whether the reporter is looking at the dashboard, builder preview, public storefront, Shopify Theme Editor, or an email campaign page.
- For public storefront issues, test the live storefront or a storefront preview in the correct store before changing builder content.
- If the issue affects money, access, or public application intake, record what changed and when before troubleshooting further.
- Start with the detailed troubleshooting page that matches the surface instead of guessing across multiple settings pages.
Common issue matrix
| Problem | First check | Next check |
|---|---|---|
| Magic link did not arrive | Confirm the exact account email used for partner login | Check inbox filters and request a fresh link |
| Dashboard tools are missing | Confirm the active store and role | Review tier state and active store affiliations |
| Builder is missing | Confirm VIP access for the current store | Open the correct VIP store and check whether Storefront Management is available |
| Live storefront differs from builder | Confirm the live storefront or preview URL belongs to the same store | Check access mode, published state, and saved builder changes |
| Apply button is missing | Confirm Partner Apply Button is placed in the published theme | Confirm Allow Partner Applications and Partner Application Modal setup |
| Application did not reach the queue | Confirm the test used a unique applicant email | Check Partners → Pending Requests after a successful modal submission |
| Payout request failed | Confirm available balance and threshold | Review payout method verification |
| Discount is not showing as expected | Review Access Control discount mode and scope | Compare live storefront with Discount Visibility |
| Campaign send is blocked | Review campaign status, required fields, and reply details | Confirm audience filters, Email Sync, and send timing |