Fix a problem: where do you see it?
Choose where you noticed the problem, and start with the first check we suggest.
Pick your situation
| Your situation | Start here |
|---|---|
| In the Studio | Publishing is blocked |
| On the product page in your store | The widget does not show |
| When adding to the cart | Not added to the cart |
| In the order | Missing choices |
| The print file | File not created |
| Account, connection and bundles | Salla connection |
In the Studio
In Review & publish, click the fix button next to each message under Fix before publishing.
- Publishing blocked: a priced option is not added to Salla
- Publishing blocked: the option's Salla link needs review
- Publishing blocked: more than 100 combinations
- Publishing blocked: more than one option sets price or stock
- Publishing blocked: something deleted is still in use
- Library set images missing, or publishing is blocked
- Publishing blocked: the print file setup is incomplete
- Publishing blocked: customer image or move setup incomplete
- Publishing did not finish, or the product check failed
- Customer text is too small, hidden or in the wrong place
Not solved? Click Contact support in the Studio to chat with us on WhatsApp.
On the product page in your store
Check that the status at the top of the Studio is Live in your store. Refresh the product page a minute after you publish.
- The customization widget does not show on the product page
- Customers cannot see customization in Snapchat or TikTok
- View on my store opens the home page
- Photo upload fails, or the product photo shows around it
Not solved? Click Contact support in the Studio.
When adding to the cart
If the page scrolls back to the customization widget, a required option has not been chosen yet.
- Add to cart does not add the product
- A required Salla option stops add to cart
- A Salla message stops the product from going in the cart
Not solved? Click Contact support in the Studio.
In the order
In Review & publish, What you receive with each order shows where each option goes.
- Customer choices do not show in the order note
- A customized order is missing from Customization orders
Not solved? Click Contact support.
The print file
Open the order in Customization orders. If an alert appears, click Try again.
- The print file was not created or will not download
- The print file does not match the preview or is blurry
Not solved? Click Contact support in the Studio.
Account, connection and bundles
If the Reconnect Salla button appears, click it.
- You see Reconnect Salla, or your products do not show
- Bundle not published or asks you to Repair & publish
- A product does not appear when you search in a bundle
Not solved? Click Contact support in the Studio.
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