{"slug":"campaign-stores/troubleshooting","title":"Fix a store problem","description":"Start with what you see. Try a small fix, then know when to ask AMS.","group":"Run your store","outcome":"Find the likely cause and a safe next action.","needs":["The name of the campaign and the screen where the problem happens.","A screenshot without private information, if it helps explain the problem."],"keywords":["broken","not working","cannot sign in","wrong account","missing store","cannot save","changes not showing","upload failed","rendering","missing product","sold out","blank","error"],"sections":[{"id":"account-and-store","title":"“I cannot sign in or find my store”","steps":[{"title":"Use the account that owns the store","text":"Sign in using the same account method you used during setup. A different account may not have access to your group’s store."},{"title":"Open Campaign Stores","text":"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."},{"title":"Ask AMS if it is still missing","text":"Send the group name, store name, page address, and the message you see. Never send your password or a sign-in code."}],"links":[{"label":"Open my stores","href":"/merchant/campaigns"}]},{"id":"store-will-not-load","title":"“My store will not open”","steps":[{"title":"Read the message","text":"“We could not open this store” can mean the app could not load its details. It does not mean your products were deleted."},{"title":"Choose Try again","text":"Check your internet connection. If needed, choose Back to my stores and open the store again using its owner’s account."},{"title":"Keep your saved work","text":"Do not remove products or make another store to fix a loading error. Contact AMS if the message keeps returning."}]},{"id":"changes-not-showing","title":"“My changes are not showing”","steps":[{"title":"Check the store and the page","text":"Make sure you opened the campaign you edited and the correct page. Preview store shows the public version."},{"title":"Check the save status","text":"For page text, images, logo, or listing order: wait for saving to finish, then choose Publish changes. Refresh the public page."},{"title":"Still wrong?","text":"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."}],"links":[{"label":"Check exactly what Save and Publish control","href":"/help/campaign-stores/publishing#save-and-publish"}]},{"id":"rendering-help","title":"“My design will not upload or preview”","steps":[{"title":"Check the file","text":"Use a format accepted by the upload screen and stay under its displayed size limit. The first-design upload accepts PNG, JPG, and SVG."},{"title":"Retry without deleting good work","text":"Keep the original file. Retry the upload. If just one product preview fails, retry generation for that item."},{"title":"Stop before launch if the preview is wrong","text":"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."}]},{"id":"missing-product","title":"“My product is missing”","steps":[{"title":"Check Arrange products","text":"A hidden listing does not appear in the shop. Show the listing if appropriate, then publish that visibility change."},{"title":"Check products and designs","text":"Make sure the product has the intended artwork placement and allowed colors and sizes. Fix warnings about retired options."},{"title":"For Customer Designs, check the combination","text":"The design must be placed on the product before that combination can be enabled. Check design, product, and color selections, then publish."}]},{"id":"cannot-launch","title":"“I cannot launch or open the store link”","text":["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."]},{"id":"payment-help","title":"“A shopper cannot pay”","text":["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."],"links":[{"label":"Help a shopper through Support","href":"/help/campaign-stores/orders-support#answer-customer-questions"}]},{"id":"contact-ams","title":"Get help from AMS","text":["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."],"links":[{"label":"Ask AMS for store help","href":"/help?category=merchant_store_help&source=merchant_studio#submit-request"}]}],"next":["campaign-stores/publishing","campaign-stores/orders-support"],"updatedOn":"2026-10-20","kind":"article","canonical":"https://chooseams.com/help/campaign-stores/troubleshooting","revision":"9d49b689","markdown":"# Fix a store problem\n\nStart with what you see. Try a small fix, then know when to ask AMS.\n\nSource: https://chooseams.com/help/campaign-stores/troubleshooting\nReviewed/updated: 2026-10-20\n\nYou will: Find the likely cause and a safe next action.\n\n## What you need\n- The name of the campaign and the screen where the problem happens.\n- A screenshot without private information, if it helps explain the problem.\n\n## “I cannot sign in or find my store” {#account-and-store}\n\n1. **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.\n\n2. **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.\n\n3. **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.\n\n- [Open my stores](/merchant/campaigns)\n\n## “My store will not open” {#store-will-not-load}\n\n1. **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.\n\n2. **Choose Try again** Check your internet connection. If needed, choose Back to my stores and open the store again using its owner’s account.\n\n3. **Keep your saved work** Do not remove products or make another store to fix a loading error. Contact AMS if the message keeps returning.\n\n## “My changes are not showing” {#changes-not-showing}\n\n1. **Check the store and the page** Make sure you opened the campaign you edited and the correct page. Preview store shows the public version.\n\n2. **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.\n\n3. **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.\n\n- [Check exactly what Save and Publish control](/help/campaign-stores/publishing#save-and-publish)\n\n## “My design will not upload or preview” {#rendering-help}\n\n1. **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.\n\n2. **Retry without deleting good work** Keep the original file. Retry the upload. If just one product preview fails, retry generation for that item.\n\n3. **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.\n\n## “My product is missing” {#missing-product}\n\n1. **Check Arrange products** A hidden listing does not appear in the shop. Show the listing if appropriate, then publish that visibility change.\n\n2. **Check products and designs** Make sure the product has the intended artwork placement and allowed colors and sizes. Fix warnings about retired options.\n\n3. **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.\n\n## “I cannot launch or open the store link” {#cannot-launch}\n\nOpen 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.\n\nUse 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.\n\n## “A shopper cannot pay” {#payment-help}\n\nAsk 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.\n\nUse 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.\n\n- [Help a shopper through Support](/help/campaign-stores/orders-support#answer-customer-questions)\n\n## Get help from AMS {#contact-ams}\n\nSend 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.\n\nFor 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.\n\n- [Ask AMS for store help](/help?category=merchant_store_help&source=merchant_studio#submit-request)\n\n## What to do next\n- https://chooseams.com/help/campaign-stores/publishing\n- https://chooseams.com/help/campaign-stores/orders-support\n\n## Working with a customer agent\nUse this guide as public instructions. Get current prices, stock, order status, and eligibility from authorized live tools. Ask for missing choices. The customer must review the exact artwork/proof and authorize any paid or publishing action. A copied guide does not connect an account or grant access. Do not include passwords, card details, locker codes, or private access links in public requests.\n"}