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Troubleshooting Guide

This guide helps you diagnose and solve common issues you might encounter when using Taptool. If you don't find a solution to your problem here, please contact our support team.

Dashboard Access Issues​

I can't log in to my dashboard​

Possible causes:

  • Incorrect email or password
  • Account not verified
  • Temporary system outage

Solutions:

  1. Double-check your email address and password
  2. Try the "Forgot Password" option to reset your credentials
  3. Check your email for verification messages (look in spam/junk folders)
  4. Try accessing from a different browser or clearing your cache

Dashboard loads slowly or crashes​

Possible causes:

  • Browser cache issues
  • Internet connection problems
  • Large data volume

Solutions:

  1. Clear your browser cache and cookies
  2. Use a supported browser (Chrome, Firefox, Safari, Edge - latest versions)
  3. Check your internet connection
  4. Try disabling browser extensions
  5. Contact support if the issue persists after trying these steps

App Configuration Issues​

Changes to my app aren't appearing​

Possible causes:

  • Cache not cleared
  • Changes not published
  • Synchronization delay

Solutions:

  1. Make sure you've saved your changes and published them
  2. Force refresh the app preview (Ctrl+F5 or Cmd+Shift+R)
  3. Wait a few minutes for changes to propagate
  4. Check if you're viewing the correct app version

Product data is missing or incorrect​

Possible causes:

  • Sync issues with Shopify
  • Data filters applied
  • Products not published

Solutions:

  1. Go to Settings > Store Connection and click "Resync Products"
  2. Check if products are published in Shopify
  3. Verify collection settings and filters
  4. Ensure products have all required fields populated

Mobile App Issues​

App crashes on startup​

Possible causes:

  • Outdated app version
  • Device compatibility issues
  • Corrupted app data

Solutions:

  1. Ensure the app is updated to the latest version
  2. Check that the device meets minimum requirements
  3. Try uninstalling and reinstalling the app
  4. Clear app cache and data (in device settings)

Push notifications not working​

Possible causes:

  • Notifications disabled in device settings
  • App permissions issues
  • Configuration problems

Solutions:

  1. Check device notification settings
  2. Verify the app has notification permissions
  3. Confirm push notification setup in the dashboard
  4. Test sending a manual notification
  5. Verify device is connected to the internet

Checkout Issues​

Customers can't complete purchases​

Possible causes:

  • Payment gateway issues
  • Checkout configuration
  • Product availability

Solutions:

  1. Verify your Shopify checkout is working correctly
  2. Check payment gateway status
  3. Ensure products are in stock
  4. Review checkout flow configuration
  5. Test the checkout process yourself to identify specific issues

Discount codes not applying​

Possible causes:

  • Code expired or usage limits reached
  • Code not synced to the app
  • Eligibility requirements not met

Solutions:

  1. Verify the discount code is active in Shopify
  2. Resync your store data
  3. Check discount code restrictions and eligibility
  4. Clear app cache and try again

Integration Issues​

Third-party integrations not working​

Possible causes:

  • API key issues
  • Integration configuration
  • Service disruption

Solutions:

  1. Verify API keys and credentials are correct
  2. Check for any required webhooks or callbacks
  3. Ensure the third-party service is operational
  4. Review integration settings and permissions
  5. Check for any error messages in the integration logs

Performance Optimization​

If your app is experiencing performance issues:

  1. Optimize product images (keep file sizes under 1MB)
  2. Limit the number of products shown in collections
  3. Simplify complex page layouts
  4. Remove unused features and integrations
  5. Consider upgrading your plan if you have a large catalog

Common Error Messages​

"Authentication Failed"​

  • Verify your login credentials
  • Reset your password
  • Check if your account has been suspended

"Failed to fetch"​

  • Check your internet connection
  • Verify API endpoints are accessible
  • Look for CORS issues in developer console

"Resource not found"​

  • Ensure the requested resource exists
  • Check permissions for the resource
  • Verify correct IDs are being used

Contacting Support​

If you've tried the relevant troubleshooting steps and still have issues, please contact our support team with:

  1. Detailed description of the problem
  2. Steps to reproduce the issue
  3. Screenshots of error messages
  4. Your store URL and app name
  5. Device/browser information (if relevant)

Our support team is available via email or through the chat widget in your dashboard.