Troubleshooting

Check Where things moved for the full list. Some screens were renamed or moved in the new app. For example, Activity is now Orders (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Orders to do this now, whichever platform you're on. Opens in a new tab., Settings > General is now Settings,Configurations (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Settings › Configurations to do this now, whichever platform you're on. Opens in a new tab., and Settings > Frontend widgets is now Storefront,Widgets (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Storefront › Widgets to do this now, whichever platform you're on. Opens in a new tab..

Open Setup with Open Setup on Home. Open Try it out with Place a test order on Orders (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Orders to do this now, whichever platform you're on. Opens in a new tab., which shows until your first order. Neither has a sidebar item in the SparkLayer Dashboard. In the Shopify app, both are in the menu.

Click Unlock to see what the feature does and start a 14-day free trial. Your plan doesn't include it: for example, Quotes need Pro (or the Quoting Engine add-on) and Invoices need Growth. See Unlock a feature.

Start the free trial it offers. Sales agents start on the Starter plan, so on Basic, Sales agents opens a window that shows what they do instead. See Sales rep setup.

1. Check the customer has the right tags in Shopify: b2b by default, plus the tags for any other customer group rules.
2. Check the customer has a complete address. Show errors on the sync banner in Customers (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers to do this now, whichever platform you're on. Opens in a new tab. lists any customers without one.
3. Check the customer has no sync errors: in Customers (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers to do this now, whichever platform you're on. Opens in a new tab., click Show errors on the sync banner. An error such as "code":"resource-id-not-found","message":"Invalid customer group" means the customer has a tag that doesn't match any of your customer groups at Customers,Groups (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers › Groups to do this now, whichever platform you're on. Opens in a new tab..
4. Check you've installed the frontend interfaces.
5. Check you're testing on the right Shopify theme. For example, you may have installed SparkLayer on a backup theme.

These checks are for when the SparkLayer My Account area shows, but product pages have no B2B prices. If nothing from SparkLayer shows, see Widgets don't appear.

1. Check you've installed the frontend interfaces.
2. Check the customer has the right tags in Shopify: b2b by default, plus the tags for any other customer group rules.
3. Check the customer has no sync errors: in Customers (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers to do this now, whichever platform you're on. Opens in a new tab., click Show errors on the sync banner.
4. Check the product has a SKU. To add SKUs in Shopify, edit products one by one, or in bulk with Shopify's Import or Edit products feature. A bundle from another app needs its own unique SKU too: see Do bundles from other apps get B2B prices?
5. Check the product's status is Active in your Shopify admin, not Draft or Pending. SparkLayer only imports active products.
6. Check the product is included in the SparkLayer Wholesale sales channel. SparkLayer only imports pricing for SKUs in that channel.
7. Check you've imported a price list that includes the product, and the customer's group uses it. For example, if you have a price list called "Base", check a customer group is assigned that price list. To check a product's prices, search for its SKU in Pricing,Price editor (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Pricing › Price editor to do this now, whichever platform you're on. Opens in a new tab..
8. If you use tiered pricing, check your CSV has a price for a single unit of every product.
9. If the price list is automatic, check the variant has a value in the list's pricing source. An empty field means no B2B price.
10. If you uploaded a CSV, check the SKUs match Shopify exactly, with no spaces before or after, and that no SKUs have changed in Shopify since. See Why a product shows Unavailable.
11. If only some products are affected, check they use a product template with SparkLayer's product widget.

SparkLayer is still in preview until you finish the last launch step. In your Shopify admin, open SparkLayer Wholesale under Sales channels and click Start taking B2B orders. If the button isn't there, a setup step, such as adding SparkLayer to your theme, isn't complete yet. See the Launch checklist.

Check SparkLayer isn't loaded twice: once by the app embed and again by a copy of its script in your theme code. The second copy can override your styles. Keep the app embed and remove the hard-coded script. CSS variables start with two hyphens, for example --spark-button-color. See Customise the design.

SparkLayer's cart is separate from your theme's Shopify cart, so your header's count shows 0, or items added before the customer signed in. Hide the count for B2B customers, or have a developer keep it in step with SparkLayer's cart using the JavaScript SDK. Our team can hide it for you.

Check What you can and can't change. Text, features and colours are settings or CSS, but some parts are fixed: for example, the layout and button order of the product page widget can only be changed with a custom script, and there's no CSS variable for button width.

Newer features need a recent version of SparkLayer's storefront code on your theme. Contact us with the feature that's missing and the theme name, and we'll update it.

On product pages

1. In Settings,Taxes and duties (opens in your Shopify admin in a new tab)Opens in your Shopify adminTakes you straight to Settings › Taxes and duties to do this now. Opens in a new tab., check whether Include sales tax in product price and shipping rate (under Global settings) is turned on. SparkLayer always shows prices net (excluding tax).
2. If it's on and you use an automatic price list, work out a percentage that takes the tax out too. See Tax-inclusive prices. For example, if you want a customer to pay 100 GBP in total, they see 83.33 GBP, and 16.67 GBP tax is added at checkout.
3. If the automatic price list uses a different currency from your store's, set a currency conversion on the list so SparkLayer converts your Shopify prices at your exchange rate. To set exact prices in another currency, use a manual price list instead.

In the cart

1. If Include sales tax in product price and shipping rate is on in Shopify, check your automatic price lists allow for tax (as above).
2. If you use a manual price list, check you haven't uploaded gross prices (including tax). Upload all prices net (excluding tax), so tax is added correctly in the cart.
3. To tax individual line items instead of the cart's subtotal (the default), contact our support team to turn on line-item tax.

1. Check the qty column is filled in correctly in your price list CSV.
2. Check your CSV has a price for a single unit of every product.
3. Check the product is included in the SparkLayer Wholesale sales channel in Shopify. SparkLayer only imports pricing for SKUs in that channel.

1. Check every product in Shopify has a unique SKU.
2. If a product has variants (for example small, medium and large), check none of its SKUs are duplicates.
3. Check the SKU exists in your Shopify catalogue.
4. Check the CSV follows the format in Pricing, for example with no currency symbols in the price column.
5. Check the product is included in the SparkLayer Wholesale sales channel in Shopify.
6. Check the product's status is Active in Shopify. SparkLayer only imports prices for active products, not drafts.

Put the price list you want them to use first on their customer group at Customers,Groups (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers › Groups to do this now, whichever platform you're on. Opens in a new tab.: when a product is in more than one of the group's price lists, the first list wins. See Price list order.

If the order is right, check the customer is in the group you expect, and has no price lists of their own in Prices for one customer.

Check the products you want B2B customers to buy have SKUs, and that they're included in the SparkLayer Wholesale sales channel in Shopify.

An empty Pricing Source list usually means SparkLayer can't find SKUs on your store. It needs them to sync product and pricing data.

Work through these in order:

1. Check their tags in Shopify. The b2b tag must stay on the customer. Any other group tag needs the b2b- prefix, such as b2b-trade, and must match a customer group at Customers,Groups (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers › Groups to do this now, whichever platform you're on. Opens in a new tab.. A tag that matches no group shows as an Invalid customer group sync error. See Add customers to a group.
2. Check every saved address is complete. Each address in their address book, not only the default, needs a country, first line, city and postcode or ZIP code.
3. Check the email they sign in with. With Shopify's new customer accounts, anyone can sign in with an emailed code. A different or mistyped email address creates a separate retail account, without the b2b tag.
4. Try a private (incognito) browser window, to rule out an old session.
5. Check SparkLayer is on your published theme, not only on a backup or unpublished copy. See Theme setup.
6. If you're testing, use a real Shopify customer with the b2b tag and a complete address, not your staff account.
7. Still stuck? Contact support with the customer's email address and the time they tried.

For sync errors, see Fix customers or products that won't sync.

Fix the data in Shopify, usually a missing SKU, then click Sync products now at Integrations,Product sync (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Integrations › Product sync to do this now, whichever platform you're on. Opens in a new tab.. Each error message and its fix is in Fix products.

Product data lookup is in Integrations,Product sync (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Integrations › Product sync to do this now, whichever platform you're on. Opens in a new tab.. If it can't find a product by its SKU:

1. Check the product has a valid SKU. To add SKUs in Shopify, edit products one by one, or in bulk with Shopify's Import or Edit products feature.
2. Check the product's status is Active in your Shopify admin, not Draft or Pending. SparkLayer only imports active products.
3. Check the product is included in the SparkLayer Wholesale sales channel. Do this for every product you want B2B customers to see.

If you still can't find it, contact our support team.

Fix the listed customer records in Shopify. The rest of your customers have synced. On Customers (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers to do this now, whichever platform you're on. Opens in a new tab., the banner reads something like Customers sync completed with 3 errors.

1. Click Show errors on the banner. Customer sync errors lists each customer's name, email and problem.
2. Click Open customers in Shopify and fix each customer record. They sync on the next partial sync.

Each error message and its fix is in Fix customers. The most common causes are an incomplete second address and a tag that matches no customer group.

If you can't find a customer in Customers (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers to do this now, whichever platform you're on. Opens in a new tab.:

1. Check the customer has the b2b tag in Shopify. Only customers tagged b2b sync to SparkLayer.
2. Click Show errors on the sync banner, if there is one, and check whether the customer is listed with a problem.
3. Check you searched by their name, email or company.

If you still can't find them, contact our support team.

The message appears at the top right of the browser. On recent versions of SparkLayer's Core Script, it ends with a code, such as SHOPIFY:002.

If there's a code, find it in the table below.

If there's no code, the table can't tell you the cause. Try these first:

1. Refresh the page and try again.
2. Empty the cart, add the products again and check out.
3. In your Shopify admin, look in Orders,Drafts (opens in your Shopify admin in a new tab)Opens in your Shopify adminTakes you straight to Orders › Drafts to do this now. Opens in a new tab. for an open draft order for that customer. Delete it, then try again.
4. If several customers see the error at the same time, it may be a wider problem: contact support and we'll check.
5. Check your Core Script version at Storefront,Widgets,Core script version (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Storefront › Widgets › Core script version to do this now, whichever platform you're on. Opens in a new tab.. Codes only show on recent versions, so updating it means the next error shows one.

Then check these common causes, with or without a code:

1. Check none of the products in the order have a price of 0.00 in Shopify. SparkLayer relies on the Shopify price being higher than the B2B price to calculate orders correctly. A price of 0.00 causes an error and stops checkout.
2. If you sell in several currencies, check you've set up Shopify Markets, with currencies and shipping methods for each market. See Shopify Markets and currencies.
3. If a sales agent is placing the order, check the customer's email address is valid. Shopify may reject an invalid email, such as one with a mistyped domain.
4. Ask your developer (or our support team) to check the siteId in your core script matches your Site ID in your account. The core script is the code that loads SparkLayer on your store.

If it still happens, contact support with the customer's email address, the time it happened, what was in the cart and a screenshot of the error.

Add Pay by invoice (or Payment on account) to the customer's group. Customers only see the payment methods their customer group allows, so a group set to Card at checkout alone shows card payment (upfront payment) and nothing else.

1. Go to Customers,Groups (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Customers › Groups to do this now, whichever platform you're on. Opens in a new tab. and click the customer's group.
2. Override Payment methods if it's under Inherited rules, then tick Pay by invoice or Payment on account. To stop card payment for the group, untick Card at checkout.
3. Click Save.

See Choose which payment methods a customer group can use.

1. Check every address field is filled in on the customer's record in Shopify.
2. Check the customer has no incomplete addresses saved to their account.

1. If you use SparkLayer's built-in shipping, check your shipping methods in Settings,Shipping (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Settings › Shipping to do this now, whichever platform you're on. Opens in a new tab.: their Available countries and Customer groups, and their bands. If the customer doesn't match any method, or the order doesn't meet any of a method's bands, no shipping method shows. Look out for bands based on weight. See Shipping rules.
2. If you use Shopify's shipping methods, check they include the customer's country. For example, for a customer in the United Kingdom, a shipping method must cover the United Kingdom.
3. If you use Shopify Markets, check you've set up shipping profiles (opens in a new tab) for your destination countries.

Customers see this as "Sorry, no shipping methods are available for your selected address" at the Shipping Method step.

Contact our support team. With SparkLayer shipping, the prices in the Dashboard should always match the prices customers see at checkout.

This is expected: the order is waiting for you. Awaiting merchant means the customer has placed the order in SparkLayer, but it isn't a completed order in your store yet. Usually it's a Pay on Account or Pay by Invoice order that's still a draft order. Complete the draft in your store (on Shopify, at Orders,Drafts (opens in your Shopify admin in a new tab)Opens in your Shopify adminTakes you straight to Orders › Drafts to do this now. Opens in a new tab.), or turn on Auto-complete draft orders at Integrations,Platform,Shopify order actions (opens in your SparkLayer Dashboard in a new tab)Opens in your SparkLayer DashboardTakes you straight to Integrations › Platform › Shopify order actions to do this now, whichever platform you're on. Opens in a new tab.. The customer sees Awaiting merchant in My Account until then. See Awaiting merchant and Process orders in Shopify.

Your B2B prices include tax, and SparkLayer adds it again at checkout. Upload manual price lists net (excluding tax), and make automatic price lists based on tax-inclusive Shopify prices take the tax out. See Make your price lists net.