Troubleshooting Guide

This guide helps you resolve common issues with the Datora Multi-Discount App.

Installation Issues

App doesn't appear after installation

Problem: The app is installed but doesn't show in your 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. Check Apps section

   • Go to Shopify Admin
   • Click Apps in left sidebar
   • Look for Datora Multi-Discount

4. Verify installation completed

   • Check email for installation confirmation
   • Review Shopify Admin > Apps > App and sales channel settings
   • Ensure permissions were granted

5. Contact support

   • If issue persists after above steps
   • Email: apps@datora.de
   • Include: Store URL, installation time, browser used

Permission errors during installation

Problem: Error message about missing permissions.

Solutions:

1. Check admin status

   • Ensure you're logged in as store owner
   • Or have admin privileges

2. Grant all permissions

   • During installation, grant all requested permissions
   • App requires these to function properly

3. Reinstall the app

   • Uninstall Datora Multi-Discount
   • Wait 5 minutes
   • Reinstall and grant permissions

4. Check Shopify plan

   • Some features require specific Shopify plans
   • Verify your Shopify plan supports discount codes

Theme extension not activating

Problem: Theme extension installed but not visible.

Solutions:

1. Enable in theme editor

   • Go to Online Store > Themes
   • Click Customize
   • Add Datora app block
   • Save changes

2. Check theme compatibility

   • Some very old themes may need updates
   • Update your theme to the latest version
   • Or contact us for compatibility assistance

3. Clear theme cache

   • In theme editor, click ... menu
   • Select Clear cache
   • Save and preview

Discount Issues

Discount not applying at checkout

Problem: Customer enters code but discount doesn't apply.

Check These:

1. Campaign is active

   • Open the campaign
   • Verify Active toggle is ON
   • Check start/end dates are current

2. Customer meets requirements

   • Minimum purchase amount reached?
   • Minimum quantity met?
   • Customer eligibility (new vs returning)?

3. Products are eligible

   • Check product selection in campaign
   • Verify products in cart are included
   • Check for exclusions

4. Usage limits

   • Verify total usage limit not reached
   • Check per-customer usage limit
   • Review campaign dashboard for current count

5. Code spelling

   • Ensure code is entered exactly as created
   • Check for spaces before or after
   • Verify case sensitivity (if applicable)

6. Conflicting discounts

   • Remove other discount codes
   • Only one code can apply per order (Shopify limitation)
   • Check automatic discounts

Wrong discount amount calculated

Problem: Discount applies but amount is incorrect.

Diagnose:

1. Verify discount settings

   • Open campaign
   • Check discount type (percentage vs fixed)
   • Verify discount value

2. Check minimum requirements

   • If requirements not fully met, discount may not apply
   • Verify minimum purchase/quantity in settings

3. Review product selection

   • Discount applies only to selected products
   • Other items in cart not discounted
   • Check variant-specific settings

4. Tax and shipping

   • Discounts apply before tax
   • Shipping usually not discounted
   • Verify in your tax settings

5. Rounding rules

   • Check Settings > Discount Settings > Rounding
   • May affect final calculation by a few cents

6. Multiple discounts

   • Check priority settings
   • Review stacking rules
   • May combine in unexpected ways

Discount code shows as "invalid"

Problem: Code exists but system says invalid.

Solutions:

1. Check spelling exactly

   • No spaces before or after
   • Correct capitalization
   • All characters correct

2. Verify code is active

   • Open the code in app
   • Check Active status
   • Verify not expired

3. Check campaign dates

   • Not started yet? Wait for start date
   • Already ended? Extend or create new

4. Usage exhausted

   • Check if usage limit reached
   • View current uses in dashboard
   • Increase limit or create new code

5. Sync issue

   • Go to Settings
   • Click Sync Now
   • Wait for sync to complete
   • Try code again

Automatic discount not applying

Problem: Automatic discount should apply but doesn't.

Solutions:

1. Verify discount type

   • Open campaign settings
   • Ensure "Discount Code" field is empty
   • Empty = automatic discount

2. Check conditions

   • All conditions must be met
   • Products in cart eligible?
   • Minimum requirements met?

3. Priority conflicts

   • Another automatic discount may have priority
   • Check Settings > Discount Priority
   • Review other active automatic discounts

4. Customer eligibility

   • Verify customer meets eligibility requirements
   • Check customer tags/segments
   • Test with different customer account

5. Cache issues

   • Clear browser cache
   • Try incognito/private browsing
   • Test on different device

Syncing Issues

Sync failing repeatedly

Problem: Error messages during sync attempts.

Solutions:

1. Check Shopify connection

   • Verify app has proper permissions
   • Go to Shopify Admin > Apps
   • Check app status

2. Review error message

   • Check specific error in sync log
   • May indicate specific issue
   • Note error code for support

3. Manual sync

   • Go to Settings
   • Click Sync Now
   • Wait for completion

4. Check Shopify status

   • Visit status.shopify.com
   • Verify no outages
   • Wait if Shopify has issues

5. Reduce sync frequency

   • Settings > Syncing Settings
   • Set to less frequent (e.g., hourly vs 15 min)
   • May resolve overload issues

6. Contact support

   • If syncing fails for more than 24 hours
   • Email: apps@datora.de
   • Include error messages

Discount counts don't match Shopify

Problem: App shows different usage numbers than Shopify.

Solutions:

1. Force sync

   • Settings > Click Sync Now
   • Wait for sync to complete
   • Refresh both app and Shopify

2. Check time zones

   • Settings > General Settings > Timezone
   • Ensure matches your Shopify timezone
   • May cause date-based discrepancies

3. Review sync settings

   • Settings > Syncing Settings
   • Verify "Usage Statistics" is checked
   • Increase sync frequency

4. Wait for next sync

   • If using infrequent sync schedule
   • Numbers update on next sync cycle
   • Or manually trigger sync

5. Clear cache

   • Clear browser cache
   • Reload app
   • Reload Shopify admin

Display Issues

Discount badges not showing on storefront

Problem: Badges configured but not visible to customers.

Solutions:

1. Verify extension enabled

   • Settings > Display Settings
   • Check Enable Theme Extensions is ON

2. Check theme integration

   • Shopify Admin > Online Store > Themes
   • Click Customize
   • Verify app block is added
   • Save changes

3. Verify products have discounts

   • Check that products have active campaigns
   • View product in app to confirm
   • Test with known discounted product

4. Clear storefront cache

   • Shopify may cache product pages
   • Wait 15-30 minutes for cache to clear
   • Or use incognito mode for testing

5. Check display settings

   • Settings > Display Settings
   • Verify "Show Discount on Product Pages" is checked
   • Check badge visibility options

6. Browser compatibility

   • Test in different browsers
   • Clear browser cache
   • Disable browser extensions temporarily

7. Theme conflicts

   • Some themes may have CSS conflicts
   • Contact support with theme name
   • We can provide custom CSS

Badge styling not applying

Problem: Custom badge styles don't appear correctly.

Solutions:

1. Check plan level

   • Custom styling requires Professional or Enterprise
   • Verify your current plan in app

2. Save settings

   • After making changes in Display Settings
   • Click Save at bottom
   • Refresh storefront to see changes

3. CSS conflicts

   • Theme CSS may override badge styles
   • Contact support for custom CSS solution
   • Provide theme name and details

4. Clear cache

   • Clear browser cache
   • Clear theme cache in Shopify
   • Test in incognito mode

5. Test badge preview

   • Settings > Display Settings
   • Check preview pane
   • If preview works, cache issue on storefront

Wrong discount displayed on product

Problem: Badge shows incorrect discount amount.

Solutions:

1. Sync products

   • Settings > Click Sync Now
   • Wait for completion
   • Refresh product page

2. Check multiple campaigns

   • Product may have multiple discounts
   • Badge shows based on priority settings
   • Review Settings > Discount Priority

3. Variant-specific discounts

   • Discount may apply to specific variants
   • Badge shows highest possible discount
   • Or average across variants

4. Calculation timing

   • Badge shows discount at time of page load
   • Cart calculates at checkout
   • Minor differences possible

Influencer Code Issues

Bulk generation failing

Problem: Error when trying to generate codes in bulk.

Solutions:

1. Reduce quantity

   • Try generating fewer codes
   • Generate in batches
   • 100-200 at a time recommended

2. Check plan limits

   • Verify you haven't reached code limit for your plan
   • View current count in dashboard
   • Upgrade plan if needed

3. Simplify settings

   • Remove complex conditions
   • Use simpler code format
   • Try again with basic settings

4. Browser timeout

   • Large generations may timeout
   • Try different browser
   • Or contact support for server-side generation

Code import errors

Problem: CSV import fails or imports incorrectly.

Solutions:

1. Check CSV format

   • Verify column headers match required format
   • No extra columns
   • No special characters in headers

2. Verify data

   • All required fields filled
   • Dates in correct format (YYYY-MM-DD)
   • Numbers without currency symbols

3. Check file encoding

   • Save as UTF-8
   • Not UTF-8 BOM
   • Use comma as delimiter

4. Remove special characters

   • No quotes around values unless necessary
   • No line breaks within cells
   • Standard ASCII characters only

5. Test with small file

   • Try importing just 5-10 codes first
   • Verify format works
   • Then import full file

Performance Issues

App loading slowly

Problem: App takes long time to load or respond.

Solutions:

1. Check internet connection

   • Verify stable internet
   • Test other websites
   • Try different network if possible

2. Clear browser cache

   • Browser Settings > Clear cache
   • Close and reopen browser
   • Try incognito mode

3. Disable browser extensions

   • Some extensions interfere
   • Test with extensions disabled
   • Add app to extension whitelist if needed

4. Check large datasets

   • Many campaigns/codes slow loading
   • Archive old campaigns
   • Delete unused codes

5. Enable performance settings

   • Settings > Performance Settings
   • Enable caching
   • Enable lazy loading

6. Try different browser

   • Chrome recommended
   • Update to latest browser version
   • Check browser compatibility

Storefront slow after installing app

Problem: Product pages load slowly after app installation.

Solutions:

1. Optimize badge images

   • Settings > Performance Settings
   • Enable Optimize Images

2. Adjust display settings

   • Reduce number of pages showing badges
   • Settings > Display Settings
   • Uncheck less important pages

3. Check theme

   • May be theme issue, not app
   • Test by temporarily disabling app block
   • Contact theme developer if confirmed theme issue

4. Review other apps

   • Multiple apps can compound
   • Test by disabling other apps temporarily
   • Optimize overall app usage

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
   • Check again

2. Check payment method

   • Verify payment successful
   • Check email for confirmation
   • Update payment method if declined

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
   • We can manually process

Features not available after upgrade

Problem: Upgraded plan but can't access features.

Solutions:

1. Log out and back in

   • Forces session refresh
   • Reloads permissions

2. Clear cache

   • Clear browser cache
   • Reload app

3. Verify upgrade processed

   • Check Plans page
   • Verify current plan shown correctly
   • Check email for confirmation

4. Wait for propagation

   • Feature access may take 5-10 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
• When issue started

Contact Information

Email: apps@datora.de

Response Times:

• Starter: 24-48 hours
• Professional: 4-8 hours
• Enterprise: 1-2 hours

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

Emergency Support

For critical issues affecting sales:

• Mark email subject with [URGENT]
• Include impact description
• Enterprise customers can call

Additional Resources

• FAQ - Quick answers to common questions
• Getting Started - Basic usage guide
• Features Documentation - Detailed feature guides
• Settings - Configuration options

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