​

Common Issues

​

Offer Creation Issues

​

Offers Not Applying to Orders

1. Check Offer Status: Ensure the offer is active in the Offers dashboard
2. Verify Dates: Confirm the offer’s start date has passed and end date hasn’t occurred
3. Review Conditions: Make sure all offer conditions are correctly configured
4. Check Product Availability: Confirm the products in the offer are in stock
5. Test with Different Scenarios: Try different cart configurations to test the offer

​

Can’t Save an Offer

1. Look for Validation Errors: Red error messages should indicate the problem
2. Check Required Fields: Ensure all required fields are completed
3. Verify Product Selection: Make sure products or collections are properly selected
4. Check Discount Values: Ensure discount amounts or percentages are valid
5. Review Date Settings: Confirm start and end dates are set correctly

​

Shopify Integration Issues

​

Connection Problems

1. Check Connection Status: Go to Settings > Shopify Integration to verify status
2. Verify API Access: Ensure API permissions haven’t been revoked in Shopify
3. Reconnect the Store: Try disconnecting and reconnecting your store
4. Check for Shopify Outages: Verify Shopify’s system status
5. Contact Support: If problems persist, contact Atom Commerce support

​

Product Synchronization Issues

1. Check Last Sync Time: Verify when the last successful sync occurred
2. Force Manual Sync: Try a manual synchronization from Settings
3. Look for Specific Errors: Check for error messages in the sync logs
4. Verify Product Status: Ensure products are published in Shopify
5. Check for Large Catalog Issues: Very large catalogs may take longer to sync

​

Reporting and Analytics Issues

​

Missing or Incomplete Data

1. Verify Date Range: Ensure you’ve selected the correct date range
2. Check Data Processing: Recent data may still be processing
3. Look for Filtering Issues: Remove filters that might be excluding data
4. Verify Offer Tagging: Make sure offers are properly tagged for reporting
5. Clear Cache: Try refreshing the page or clearing your browser cache

​

Export Problems

1. Check File Size: Very large exports may time out
2. Try Different Format: Switch between CSV, Excel, or PDF formats
3. Reduce Data Size: Export a smaller date range or fewer metrics
4. Check Browser Downloads: Ensure downloads aren’t being blocked
5. Try Again Later: System load may temporarily affect export capabilities

​

Account and Access Issues

​

Login Problems

1. Verify Credentials: Ensure your email and password are correct
2. Check Account Status: Verify your account is active
3. Reset Password: Use the “Forgot Password” option
4. Clear Browser Cache: Try clearing cookies and cache
5. Use a Different Browser: Switch browsers to eliminate browser-specific issues

​

Permission Issues

1. Check User Role: Verify your assigned role has the necessary permissions
2. Contact Account Admin: Ask your account administrator to modify permissions
3. Verify Subscription Level: Certain features may require a higher subscription tier
4. Check for Temporary Restrictions: Some features may be temporarily unavailable

​

Performance Issues

​

Slow Loading Times

1. Check Internet Connection: Verify your internet speed
2. Clear Browser Cache: Clear cookies and cached data
3. Close Unused Tabs: Too many open tabs can slow performance
4. Check for Large Data Sets: Filtering to smaller data sets may improve speed
5. Try a Different Browser: Some browsers may perform better than others

​

Getting Additional Help

1. Check Documentation: Review other documentation sections for guidance
2. Contact Support: Reach out to Atom Commerce support via the help icon in the application
3. Provide Details: Include specific error messages and steps to reproduce issues
4. Share Screenshots: Visual documentation can help identify problems