Troubleshooting and Common Questions

Most issues fall into a handful of categories, and nearly all of them are setup rather than faults. Work through the relevant section below; if none of it helps, contact support with your shop domain and the order or customer involved.

This is the most common report, and usually one of three things. The person is not designated as a sales agent. Check them in the app — designation is what makes the bar render at all. The theme blocks are missing from the published theme. Blocks live in the theme, so switching or updating a theme can silently drop them. Open the Setup Guide and confirm both are still in place on the theme you have published. The page is cached. Hard-refresh. Session state is held in the browser, so a stale page can show an old view.

Agents only see customers their permissions allow. If someone is missing, the agent's permissions are the first place to look, not the customer record. On Shopify Plus, also check that the customer is a contact of a company, since the Plus flow works through companies. A customer with no company assignment will not appear in that flow.

Prices come from the customer being acted for, not from the agent. If they look wrong, compare against what that customer sees when they sign in themselves. On Plus, prices follow the company and location the agent selected. Selecting a different location can legitimately change prices. If the customer sees the same wrong prices on their own, the issue is in your catalog or price list setup rather than in the app.

Reassignment usually completes within seconds, so refresh before investigating. If it persists, the app rechecks recent orders every 24 hours and will correct it. To fix it immediately, run the Reassign impersonated order action on the order in your admin. See the article on order attribution for the full explanation.

Check whether invoice sending is switched on. When it is off, no email goes out by design and a link is shown to the agent instead, for them to pass on. If it is on, check the customer's email address on their record, and their spam folder. Invoice emails are sent by Shopify from your store, so they follow your store's notification settings.

If a rep closes the browser without ending a session, the session persists on that device. When they return, the session bar still shows the previous customer. They should end the session from the bar before starting anything new. This is worth covering when you onboard reps, because the failure mode — an order placed in the previous customer's name — is annoying to unwind.

Do agents need staff accounts? No. That is the point of the app. They are customers with a designation, and they never see your admin. How many agents can I have? As many as you like on either plan. Can an agent see my other customers' orders? They see what a customer sees while acting for that customer, which includes that customer's order history. They cannot see customers they have no permission for. Can two agents act for the same customer? Yes. The consent record keeps the agent who first established the relationship, and the consent date and note are updated on later sessions. Does this work with my theme? It works with any Online Store 2.0 theme, since the interface is added as theme blocks. What happens if I uninstall? Orders and consent records stay in your Shopify account. They are your data and are not stored on our side.

Include your shop domain, what you expected to happen, what happened instead, and the customer, agent or order involved. If a specific order is affected, its order number is the fastest route to an answer. We aim to respond within one working day.