> For the complete documentation index, see [llms.txt](https://docs.shopperos.stackline.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shopperos.stackline.com/reference/troubleshooting.md).

# Troubleshooting

Find your problem below, read the short answer, then follow the link to the page that owns the fix. This page is the index of problems for the whole guide. Each linked page has its own troubleshooting section with the exact messages that ShopperOS shows.

## Common problems, by area

Each answer names the cause and the page that owns the fix.

### Getting started

<details>

<summary>What if the top navigation is missing, and the page says "Configure your catalog to get started"?</summary>

Your catalog is empty. See [Connect your Shopify store](/selling-and-checkout/shopify-integration.md).

</details>

<details>

<summary>What if an onboarding step shows Needs attention?</summary>

See [Onboarding checklist](/getting-started/onboarding-checklist.md#troubleshooting).

</details>

<details>

<summary>What if a teammate cannot open the project?</summary>

See [Invite your team](/getting-started/members.md#troubleshooting).

</details>

<details>

<summary>What if I see "Only superusers can change this."?</summary>

The change is a Stackline team step. Contact your Stackline team. One example is a change of the operator company. See [Invite your team](/getting-started/members.md#troubleshooting).

</details>

### Selling and checkout

<details>

<summary>What if products are missing after a Shopify import?</summary>

The import skips draft and archived products. See [Connect your Shopify store](/selling-and-checkout/shopify-integration.md#troubleshooting).

</details>

<details>

<summary>What if the heading reads "In-app checkout isn't live yet"?</summary>

A required step is not done. See [Turn on checkout and payments](/selling-and-checkout/checkout-and-payments.md#step-2-finish-the-required-steps).

</details>

<details>

<summary>What if the Subscribe &#x26; Save switch is greyed out?</summary>

A requirement is **Not ready**. See [Subscribe & Save](/selling-and-checkout/subscribe-and-save.md#before-you-start).

</details>

<details>

<summary>What if a shopper wants a refund?</summary>

See [Orders](/selling-and-checkout/orders.md#refund-a-shopper).

</details>

### Fulfillment

<details>

<summary>What if I connect Amazon in Fulfillment, and Amazon returns me to the getting-started screen?</summary>

Amazon saved your account, but the project is not linked to it. Click **Connect** on **Amazon Multi-Channel Fulfillment** again. If the screen comes back, contact your Stackline team. See [Amazon MCF, Step 1](/fulfillment/amazon-mcf.md#step-1-connect-your-amazon-account).

</details>

<details>

<summary>What if a Walmart connection fails?</summary>

See [Marketplace channels](/fulfillment/marketplace-channels.md#troubleshooting).

</details>

<details>

<summary>What if there is no Amazon Prime option at checkout?</summary>

No shipping speed is free for the order. See [Amazon Prime shipping](/fulfillment/amazon-prime.md#troubleshooting).

</details>

<details>

<summary>What if a product shows Not linked, or a cart fails at checkout?</summary>

Link the product to its Amazon SKU. See [Listings and inventory](/fulfillment/listings-and-inventory.md#troubleshooting).

</details>

<details>

<summary>What if a listing shows Link error and Listing archived?</summary>

The channel no longer sells the linked listing. See [Fix a link to a listing the channel no longer sells](/fulfillment/listings-and-inventory.md#fix-a-link-to-a-listing-the-channel-no-longer-sells).

</details>

<details>

<summary>What if I see "No listings imported yet.", or a channel change does not show in ShopperOS?</summary>

Import the channel's products. See [How listings stay current](/fulfillment/listings-and-inventory.md#how-listings-stay-current).

</details>

<details>

<summary>What if a fulfillment order shows Error?</summary>

See [Fix an order error](/fulfillment/orders-cancellations-returns.md#fix-an-order-error).

</details>

### Pages studio

<details>

<summary>What if a custom domain stays in Needs setup?</summary>

Check the DNS record. See [Domains and hosting](/pages-studio/hosting.md#troubleshooting).

</details>

<details>

<summary>What if a theme cannot go live?</summary>

See [Publish and go live](/pages-studio/publishing.md#troubleshooting).

</details>

### Concierge

<details>

<summary>What if the concierge does not show on my Shopify store?</summary>

See [AI concierge](/concierge/concierge.md#troubleshooting).

</details>

## Every page has its own troubleshooting section

Use this table when your problem is not in the list above. Each link opens the troubleshooting section of that page.

| Area                 | Pages                                                                                                                                                                                                                                                                                                                                                                                         |
| -------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Getting started      | [Create a project](/getting-started/create-a-project.md#troubleshooting) · [Onboarding checklist](/getting-started/onboarding-checklist.md#troubleshooting) · [Invite your team](/getting-started/members.md#troubleshooting)                                                                                                                                                                 |
| Selling and checkout | [Shopify](/selling-and-checkout/shopify-integration.md#troubleshooting) · [Checkout and payments](/selling-and-checkout/checkout-and-payments.md#troubleshooting) · [Orders](/selling-and-checkout/orders.md#troubleshooting)                                                                                                                                                                 |
| Fulfillment          | [Amazon MCF](/fulfillment/amazon-mcf.md#troubleshooting) · [Amazon Prime](/fulfillment/amazon-prime.md#troubleshooting) · [Listings and inventory](/fulfillment/listings-and-inventory.md#troubleshooting) · [Orders, cancellations and returns](/fulfillment/orders-cancellations-returns.md#troubleshooting) · [Marketplace channels](/fulfillment/marketplace-channels.md#troubleshooting) |
| Catalog              | [Your catalog](/catalog/catalog.md#troubleshooting) · [Product details](/catalog/product-details.md#troubleshooting) · [Where to buy](/catalog/where-to-buy.md#troubleshooting)                                                                                                                                                                                                               |
| Pages studio         | [Pages and themes](/pages-studio/pages.md#troubleshooting) · [Publish and go live](/pages-studio/publishing.md#troubleshooting) · [Domains and hosting](/pages-studio/hosting.md#troubleshooting)                                                                                                                                                                                             |
| Concierge            | [AI concierge](/concierge/concierge.md#troubleshooting) · [Knowledge and guardrails](/concierge/knowledge.md#troubleshooting) · [Insights](/concierge/insights.md#troubleshooting)                                                                                                                                                                                                            |
| Growth               | [Rewards and campaigns](/growth/growth.md#troubleshooting)                                                                                                                                                                                                                                                                                                                                    |

## Send your Stackline team four facts when you are still stuck

Contact your Stackline team, and send these four facts. They help the team find the problem fast.

* the project name,
* the page address from your browser,
* the exact message you see, or a screenshot,
* what you did before it happened.