Troubleshooting

Quick answers when something doesn't look right.

A customer can't see or use their credit at checkout

• Check that new customer accounts are on in Shopify Settings › Customer accounts.
• The customer must be signed in at checkout.
• Credit is kept per currency. Credit in a currency your store doesn't sell in can't be spent.
• Check that the credit hasn't expired or been taken back by an undo (search the customer in History).

"Not found" or "No customer with this email"

Credit can only go to existing customers in your store. Check the spelling, or add the customer in Shopify first.

Rows were skipped in my CSV

Open Bulk Credit: skipped rows are listed under the batch with the row number and reason. Common reasons are a missing email, an amount of 0 or less, or a date the app couldn't read. Use YYYY-MM-DD dates. "Need an email column and an amount column" means the header row has no recognisable email or amount column.

"This would pass your 100 credits a month on the Free plan"

Free includes 100 credits a month, counted in your store's time zone. Wait for the next month or upgrade in Settings › Plan.

"Each credit is limited to…" or "This would pass your daily limit…"

A staff limit was reached. A Pro admin can change it in Settings › Staff limits.

A campaign didn't run

• Check its status in Campaigns: a Paused campaign doesn't run.
• Dated campaigns run from 9:00 in your store's time zone; scheduled runs are checked every hour.
• If you saw a message that the app couldn't read the segment, see Campaigns and use Run now.

Reminders aren't going out

• Reminders need the Growth or Pro plan, and at least one of the two boxes ticked in Reminders.
• Only credit with an expiry date gets reminders, and only while the customer still has a balance.
• The customer may have unsubscribed from credit reminders.
• Use Save and send me a test to check the email reaches you.

The balance widget doesn't show

• Check the Store credit balance app embed is on in the theme editor and the theme is saved.
• Check Show the balance widget is ticked in Settings.
• It only shows to signed-in customers with a balance above zero. With Account page only, it shows on the account page alone.

Still stuck?

Email [email protected] with your store's address and what you tried. See Support.