Run your store
Fix a store problem
Start with what you see. Try a small fix, then know when to ask AMS.
Read as Markdown ↗You will: Find the likely cause and a safe next action.
What you need
- The name of the campaign and the screen where the problem happens.
- A screenshot without private information, if it helps explain the problem.
Give this task to my agent
Make a short brief for the assistant you use. Add your choices, check the brief, then copy it. Your answers stay in this browser.
Use a private conversation for order details. Leave out passwords, card details, locker codes, and private access links.
Jump to a step
“I cannot sign in or find my store”
Use the account that owns the store
Sign in using the same account method you used during setup. A different account may not have access to your group’s store.
Open Campaign Stores
Find the store by its name. For a new draft, choose Continue setup. Do not create a second store just because the first is missing.
Ask AMS if it is still missing
Send the group name, store name, page address, and the message you see. Never send your password or a sign-in code.
“My store will not open”
Read the message
“We could not open this store” can mean the app could not load its details. It does not mean your products were deleted.
Choose Try again
Check your internet connection. If needed, choose Back to my stores and open the store again using its owner’s account.
Keep your saved work
Do not remove products or make another store to fix a loading error. Contact AMS if the message keeps returning.
“My changes are not showing”
Check the store and the page
Make sure you opened the campaign you edited and the correct page. Preview store shows the public version.
Check the save status
For page text, images, logo, or listing order: wait for saving to finish, then choose Publish changes. Refresh the public page.
Still wrong?
Compare the editor preview and public page. Contact AMS with both page addresses, what you changed, and the save or publish message. Do not include a password.
“My design will not upload or preview”
Check the file
Use a format accepted by the upload screen and stay under its displayed size limit. The first-design upload accepts PNG, JPG, and SVG.
Retry without deleting good work
Keep the original file. Retry the upload. If just one product preview fails, retry generation for that item.
Stop before launch if the preview is wrong
Contact AMS with the file type, the product, and the error message. If the store is live, remember that artwork edits can affect shoppers as they save.
“My product is missing”
Check Arrange products
A hidden listing does not appear in the shop. Show the listing if appropriate, then publish that visibility change.
Check products and designs
Make sure the product has the intended artwork placement and allowed colors and sizes. Fix warnings about retired options.
For Customer Designs, check the combination
The design must be placed on the product before that combination can be enabled. Check design, product, and color selections, then publish.
“I cannot launch or open the store link”
Open Store Launch → Launch and finish the missing checklist items. Review any agreement or account message. Do not treat every green check as a substitute for reviewing prices and artwork.
Use Preview draft to check a new store privately. Its shopper link opens after launch. If the account is restricted or the app still blocks launch, contact AMS with the message you see.
“A shopper cannot pay”
Ask them to read the checkout message. They must acknowledge the final-sale policy before the payment button is available. A sample store does not accept payment.
Use Support for the shopper’s payment problem. A card decline is not a paid order. Do not ask them to send card details or repeatedly retry a charge. Escalate to AMS when you cannot resolve the message.
Get help from AMS
Send the store name, page address, what you tried, what you expected, and the error message. Include an order number for an order problem. Remove private shopper details from screenshots.
For a shopper’s existing request, use Escalate to AMS in the Support thread. For help setting up your store, use the help request form below.
What to do next
Instructions checked against the app on . Pictures use fictional practice stores. Prices in pictures are examples; use your store’s current values.