Troubleshooting
When you're setting up SparkLayer, our team is on-hand to give you the support you need and you can contact us at any time. We've also detailed a number of common issues that are a useful starting point if you're looking to troubleshoot yourself.
See all our pricing FAQs For further troubleshooting for pricing, please refer to Pricing FAQs
⚠️ Product prices aren't showing on the product pages or saying "Unavailable"
You've logged in as a B2B customer but prices aren't showing on your product pages or the product shows as 'Unavailable'.
⚠️ I'm getting errors in the Price List import You've imported a CSV file but it's showing errors once you've uploaded it.
⚠️ Tiered pricing isn't showing when I upload a price list
You've logged in as a B2B customer and when you go to a product page, you can't see the tiered pricing you've uploaded.
⚠️ I'm using an Automatic price list but cannot select a "Source"
You've created a new price list and you've selected "Enable automatic pricing" but you cannot select a price list from the list of "Sources".
⚠️ I'm getting errors in the Product Data Sync
![Document image Document image](https://images.archbee.com/kxppJrvFK15E9wXbMKaTP/knlG7WNWlzWBr3ybBCsEm_image.png?format=webp)
If you're viewing the product data sync and you see a warning sign, there could be a number of reasons for this.
⚠️ The Product Data Sync says "This product cannot be found"
![Document image Document image](https://images.archbee.com/kxppJrvFK15E9wXbMKaTP/HOB7-_2Y2iOaIKb6c-5Rg_image.png?format=webp)
If you're searching for a product in the Product Data sync and it doesn't return any results, this could be due to a number of reasons.
⚠️ I'm getting errors in the Customer Data Sync
![Document image Document image](https://images.archbee.com/kxppJrvFK15E9wXbMKaTP/7uyDbrLDYNK7tcFJJ3VzY_image.png?format=webp)
If you're viewing the customer data sync and you see a warning sign, there could be a number of reasons for this.
⚠️ The Customer Data Sync says "This Customer ID cannot be found"
![Document image Document image](https://images.archbee.com/kxppJrvFK15E9wXbMKaTP/3UdB7Y2uFBHRc_8cK2e1q_image.png?format=webp)
If you're searching for a customer in the Customer Data sync and it doesn't return any results, this could be due to a number of reasons.
⚠️ A message saying 'An unknown error occurred' shows
You've logged in as a B2B customer and when you go through the checkout, you see an error message showing on the top right of your browser.
⚠️ Nothing happens when I log in as a B2B customer on my store
You've logged into your Shopify store with a customer account but nothing happens and you don't see the SparkLayer Frontend widgets load
⚠️ The SparkLayer frontend widgets aren't loading on my product pages
You've logged in as a B2B customer and the SparkLayer My Account shows but no B2B prices show on product pages
⚠️ Orders aren't showing in the Orders admin
You've placed an order via the SparkLayer Quick Order cart but it's not showing up in your Shopify admin
⚠️ Orders show as "Awaiting Merchant"
As a customer, you've placed an order via the SparkLayer Quick Order cart and it shows an order status of "Awaiting Merchant" when you review your orders.
⚠️ Customers can't place orders because of incomplete addresses
A signed in B2B customer is trying to complete their order but it says their addresses are incomplete
⚠️ Shipping methods aren't showing for customers
![Document image Document image](https://images.archbee.com/kxppJrvFK15E9wXbMKaTP/1LCbkJcLjU6pGzrniT8Ok_image.png?format=webp)
You've logged in as a B2B customer and when you get to the Shipping Method, you can't see a shipping method to select