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# Something isn't working: start here

Find your symptom below. Most problems come down to four things, and you can rule all four out in about two minutes.

## The four usual causes

Before reading further, check these. They explain most reports.

* **Is the app block on the page?** — Where: **Features** — a banner names any missing block — Why it matters: A feature can be fully on and completely invisible
* **Is the feature turned on?** — Where: **Features** — the card shows On, Off, or Not live yet — Why it matters: Everything ships off
* **Is testing mode on?** — Where: **Settings → General** — Why it matters: It hides the app from everyone not on the list
* **Have you hit your order limit?** — Where: Dashboard, under **Plan usage** — Why it matters: Passing it stops customer editing

**Not live yet** on a feature card means it is switched on but its block is missing. That is the single most common cause of all.

## Find your symptom

### Customers cannot see anything

* **No edit options on the order** — Likely cause: The app block is missing — Go to: [Customers can't see the edit option](/en/article/customers-cant-see-the-edit-option-1wg3ot9/)
* **It worked yesterday, not today** — Likely cause: Order limit reached — Go to: [Plans, order limits and credits](/en/article/plans-order-limits-and-credits-naq9z7/)
* **Some customers see it, others do not** — Likely cause: Testing mode, or a restriction — Go to: [Test on a live store safely](/en/article/test-on-a-live-store-safely-1ocg7sw/)
* **Returns or invoices are missing** — Likely cause: Your store is on classic customer accounts — Go to: [Account Editor needs new customer accounts](/en/article/account-editor-needs-new-customer-accounts-1rxx24v/)

### One order behaves differently

* **One order cannot be edited** — Likely cause: A tag, fraud flag, or payment status — Go to: [Which orders can be edited](/en/article/which-orders-can-be-edited-1bis0nl/)
* **A shipped order cannot be changed** — Likely cause: Fulfillment locks editing permanently — Go to: Expected — it becomes a return
* **A local delivery order cannot be edited** — Likely cause: It needs its own setting — Go to: [Let customers edit local delivery orders](/en/article/let-customers-edit-local-delivery-orders-6d8b4/)
* **An order is stuck on hold** — Likely cause: Another feature still needs it held — Go to: [Fixing 3PL sync problems](/en/article/fixing-3pl-sync-problems-6xqpdb/)

### Offers are not showing

* **An upsell never appears** — Likely cause: The block is not on the offer's page — Go to: [Upsells aren't showing](/en/article/upsells-arent-showing-1lmqrth/)
* **Email offer links say expired** — Likely cause: The offer was edited after sending — Go to: [Send upsell offers by email](/en/article/send-upsell-offers-by-email-h2bn8b/)
* **A free shipping offer does nothing** — Likely cause: It needs its own separate block — Go to: [Show a free shipping offer](/en/article/show-a-free-shipping-offer-1cukwee/)

### Your warehouse ships the wrong thing

* **Edits do not reach your 3PL** — Likely cause: It pulled the order before the edit — Go to: [Why order edits don't reach your 3PL](/en/article/why-order-edits-dont-reach-your-3pl-gb1pfk/)
* **Orders ship during the editing window** — Likely cause: Holds are off, or ignored — Go to: [Making order editing work with your warehouse](/en/article/making-order-editing-work-with-your-warehouse-109htqb/)
* **Nothing ships at all** — Likely cause: A long window plus holds — Go to: [Set how long customers can edit an order](/en/article/set-how-long-customers-can-edit-an-order-1pq95vo/)

### Emails and automation

* **Customers get no emails** — Likely cause: They went to spam, or Klaviyo took over — Go to: [Set up your customer emails](/en/article/set-up-your-customer-emails-r30ots/)
* **Staff emails stopped** — Likely cause: The Klaviyo integration is on — Go to: [Connect Klaviyo](/en/article/connect-klaviyo-1rjua9o/)
* **A Shopify Flow workflow never runs** — Likely cause: Its feature is off — Go to: [Shopify Flow isn't firing](/en/article/shopify-flow-isnt-firing-7txrlb/)
* **WhatsApp sends nothing** — Likely cause: The Meta template is not approved — Go to: [Send WhatsApp updates](/en/article/send-whatsapp-updates-1gzi2cb/)

### Money and refunds

* **Shopify says a refund is owed after you paid one** — Likely cause: Shopify does not know about credit or exchanges — Go to: [Manage return requests](/en/article/manage-return-requests-1pzfabc/)
* **Refunds fail** — Likely cause: Your gateway has not settled the payment — Go to: [Let customers change items and quantities](/en/article/let-customers-change-items-and-quantities-zx99mp/)
* **Customers are chased for pennies** — Likely cause: No minor-adjustment limit set — Go to: [Let customers change items and quantities](/en/article/let-customers-change-items-and-quantities-zx99mp/)
* **A discount survived an edit it should not have** — Likely cause: Recalculation is off, or it is a bundle — Go to: [Let customers add a discount after checkout](/en/article/let-customers-add-a-discount-after-checkout-br3xl3/)

## Check what customers actually see

Go to **Features** and select **Preview order page**. It draws the order page from your real settings and tells you when a feature is off.

It does **not** check app blocks. A feature can look right in the preview and still be invisible, so check the banner too.

## Still stuck?

Have this ready before contacting support:

* The order number
* What the customer sees, ideally a screenshot
* Which of the four usual causes you have ruled out
* Whether **Preview order page** shows the feature

Use **Chat with us** in the app's Help menu.

## FAQ

### What is the single most common problem?

A missing app block. Turning a feature on gives Account Editor permission to run; the block puts it on the page. Both are needed.

### The app stopped working overnight. What changed?

Check your order limit first — passing it stops customer editing immediately. Then check whether anyone edited your checkout and removed a block.

### Why can some customers use it and others cannot?

Testing mode limits the app to a chosen list. After that, order tags, fraud flags and payment status can block individual orders.

### Nothing here matches my problem. What now?

Contact support with the details above. The order number and a screenshot answer most questions immediately.

## Related articles

* [Customers can't see the edit option](/en/article/customers-cant-see-the-edit-option-1wg3ot9/)
* [Upsells aren't showing](/en/article/upsells-arent-showing-1lmqrth/)
* [Shopify Flow isn't firing](/en/article/shopify-flow-isnt-firing-7txrlb/)
* [Add Account Editor blocks to your store](/en/article/add-account-editor-blocks-to-your-store-xplc99/)