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Troubleshooting Guide

This guide helps you resolve common issues with the Datora Bulk Gift Cards app.

App Issues​

App doesn't load or shows a blank screen​

Problem: The app doesn't load when opened from the Shopify admin.

Solutions:

  1. Refresh your browser

    • Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
    • Hard refresh clears cached data

  2. Clear browser cache

    • Go to browser settings
    • Clear cache and cookies
    • Restart browser

  3. Try a different browser

    • Chrome is recommended
    • Update to the latest browser version
    • Disable browser extensions temporarily

  4. Check Shopify status

  5. Reinstall the app

    • Uninstall the app from Shopify admin
    • Wait a few minutes
    • Reinstall from the Shopify App Store

  6. Contact support

    • If issue persists after above steps
    • Email: apps@datora.de
    • Include: Store URL, browser used, screenshots of any errors

Job Issues​

Job stuck in "queued" status​

Problem: A job remains in "queued" status and doesn't start processing.

Solutions:

  1. Wait for the current job to finish

    • Jobs process one at a time per shop
    • Your queued job will start automatically when the current job completes

  2. Check for a stuck running job

    • Look at the dashboard for any job in "processing" status
    • If a processing job appears stuck for more than 30 minutes, contact support

  3. Check your concurrent job limit

    • Free/Basic: 1 concurrent job
    • Premium: 3 concurrent jobs
    • Ultimate: 5 concurrent jobs
    • If you've reached your limit, wait for a job to complete

Job failed​

Problem: A job completed with errors or failed entirely.

Solutions:

  1. Check the error message

    • Open the job detail page
    • Review the error information displayed
    • Common errors include Shopify API rate limits or invalid parameters

  2. Try creating the job again

    • Duplicate the failed job or create a new one with the same settings
    • Smaller batches may succeed if the original was too large

  3. Check your Shopify plan

    • Ensure your Shopify plan supports gift cards
    • Some Shopify plans have gift card limitations

  4. Contact support

    • If jobs fail repeatedly
    • Include: Job ID, error message, and number of cards attempted

Gift cards not appearing in Shopify admin​

Problem: Job completed successfully but gift cards don't appear in Shopify.

Solutions:

  1. Wait for the job to fully complete

    • Check the progress indicator in the app
    • Gift cards appear only after the job finishes

  2. Check the correct location

    • In Shopify admin, go to Products > Gift cards
    • Use the search bar to find specific codes

  3. Verify the job status

    • Open the job in the app
    • Confirm it shows as "completed" (not still processing)

  4. Check for partial completion

    • If the job failed partway through, some gift cards may have been created
    • Review the job detail page for the number of cards successfully created

  5. Contact support

    • If the job shows as completed but no gift cards appear
    • Include: Job ID and store URL

Download Issues​

CSV download not working​

Problem: Unable to download the CSV file for a completed job.

Solutions:

  1. Check the download window

    • Free plan: 1-day download window
    • Basic: Unlimited
    • Premium: 1-month download window
    • Ultimate: Unlimited
    • If your window has expired, the download is no longer available

  2. Try a different browser

    • Some browsers block automatic downloads
    • Check your browser's download settings
    • Disable popup blockers temporarily

  3. Check your internet connection

    • Ensure you have a stable connection
    • Try downloading again

  4. Clear browser cache

    • Clear cache and cookies
    • Reload the app
    • Try downloading again

Downloaded CSV is empty or corrupted​

Problem: The CSV file downloads but contains no data or is unreadable.

Solutions:

  1. Re-download the file

    • Delete the corrupted file
    • Try downloading again

  2. Check the file encoding

    • Open with a text editor to verify content
    • Try opening in Google Sheets instead of Excel

  3. Check job status

    • Verify the job completed successfully
    • A failed job may produce an incomplete CSV

Settings Issues​

Settings not saving​

Problem: Changes made in Settings don't persist after clicking Save.

Solutions:

  1. Check your internet connection

    • Ensure you have a stable connection
    • Try saving again

  2. Check your plan

    • Auto-deactivation requires Premium or Ultimate
    • Slack notifications require Premium or Ultimate
    • Verify you're on the correct plan for the feature

  3. Clear browser cache

    • Clear cache and cookies
    • Reload the app
    • Re-enter settings and save

  4. Try a different browser

    • Some browser extensions may interfere
    • Test with extensions disabled

  5. Contact support

    • If settings consistently fail to save
    • Include: Browser used and which setting you're trying to change

Slack notifications not arriving​

Problem: Slack webhook is configured but notifications aren't being received.

Solutions:

  1. Test the webhook

    • Go to Settings in the app
    • Click the Test button next to the webhook URL
    • Check if the test message arrives in Slack

  2. Verify the webhook URL

    • Ensure the URL starts with https://hooks.slack.com/
    • Check for extra spaces or characters
    • Try copying the URL again from your Slack app settings

  3. Check Slack app status

    • Go to api.slack.com/apps
    • Verify the app is still installed in your workspace
    • Check that the webhook is still active

  4. Check the Slack channel

    • Verify you're checking the correct channel
    • Ensure the channel hasn't been archived or deleted

  5. Re-create the webhook

    • Create a new incoming webhook in your Slack app
    • Update the URL in the Datora app settings
    • Test again

Auto-deactivation not working​

Problem: Gift cards are not being auto-deactivated as expected.

Solutions:

  1. Verify the setting is enabled

    • Go to Settings
    • Check that auto-deactivation is toggled on
    • Confirm the number of days is set correctly

  2. Check your plan

    • Auto-deactivation requires Premium or Ultimate plan
    • Verify your current plan

  3. Check the gift card status

    • Only gift cards with their full balance are auto-deactivated
    • Partially redeemed cards are not affected

  4. Allow time for processing

    • Auto-deactivation runs periodically
    • Cards may not be deactivated immediately after the threshold

Quota Issues​

Cannot create a job — quota exceeded​

Problem: You receive an error saying your monthly quota has been reached.

Solutions:

  1. Check your current usage

    • View your usage on the dashboard or plans page
    • See how many cards you've created this billing cycle

  2. Wait for quota reset

    • Quota resets at the start of each billing period
    • Check your billing date

  3. Upgrade your plan

    • Higher plans have higher quotas
    • Upgrade takes effect immediately

Note: Deactivating existing gift cards does not free up quota. All created cards count permanently for the billing cycle.

Plan & Billing Issues​

Upgrade not processing​

Problem: Clicked upgrade but still on old plan.

Solutions:

  1. Wait a few minutes

    • Processing can take 2-5 minutes
    • Refresh browser and check again

  2. Check Shopify billing

    • Verify the charge was approved in Shopify admin
    • Go to Settings > Billing in Shopify admin

  3. Clear cache and retry

    • Clear browser cache
    • Log out and back in
    • Try upgrade again

  4. Contact support

    • If issue persists
    • Include attempted plan upgrade details

Features not available after upgrade​

Problem: Upgraded plan but can't access new features.

Solutions:

  1. Refresh the app

    • Close and reopen the app
    • Hard refresh with Ctrl+F5 / Cmd+Shift+R

  2. Clear cache

    • Clear browser cache
    • Reload app

  3. Verify upgrade processed

    • Check Plans page in the app
    • Verify current plan shown correctly

  4. Wait for propagation

    • Feature access may take a few minutes
    • Check again shortly

Getting More Help​

Before Contacting Support​

Gather this information:

  • Store URL
  • Problem description
  • Steps to reproduce
  • Screenshots of error messages
  • Browser and version
  • Job ID (if applicable)

Contact Information​

Email: apps@datora.de

Include in Email:

  1. Store URL
  2. Detailed problem description
  3. What you've already tried
  4. Screenshots or error messages
  5. Your plan level

Additional Resources​

Still need help? Don't hesitate to reach out at apps@datora.de. We're here to help you succeed!