Troubleshooting

​

Block cannot load

This usually means the Account Canvas app setup for the current customer account location is incomplete. Check:

• The Account Canvas app is installed for the same Shopify store.
• The matching customer account location has been added and saved.
• The block, section, or page ID was copied from Account Canvas exactly.
• The app version connected to the store is the one you expect.

​

Block does not appear in Shopify

Check:

• New customer accounts are enabled.
• The app version connected to the store includes the needed Account Canvas location.
• You are editing the right customer account page or location.

​

Block appears but content is wrong

Check:

• The block ID matches the saved block in Account Canvas.
• The saved block is active.
• The block belongs to the same Shopify store.

​

A workflow form does not submit

Check:

• The customer is signed in to the customer account.
• The workflow block is active and published.
• An order workflow is placed on a surface that supplies the matching order context.
• The store plan includes the workflow.
• The form does not request passwords, payment card data, government identifiers, health data, or other prohibited sensitive information.

If Shopify writeback is configured, a stored submission does not by itself prove that the Shopify metafield or order-note write succeeded. Check the workflow result in Account Canvas or contact support with the submission reference.

​

Preview differs from the customer account

The builder can show sample data and draft or paid-preview content. Confirm that you saved the latest content, activated it where permitted, and saved the matching Shopify placement. Test a real signed-in account on desktop and mobile. If a store/customer variable is missing, check variables. If only some customers cannot see the block, review its own and its parent conditions. Do not remove privacy or ownership checks to make a preview work.

​

A request is processing or needs review

Keep the request ID shown by the form. Follow a temporary retry instruction for the same unchanged request, but do not refresh the form or create another submission to bypass a review required message. Contact support if the result is uncertain. See workflows and forms.

​

A feature asks for an upgrade

Drafting or previewing a feature does not give it live publishing access. Compare plans and limits and review the Shopify billing approval screen. A plan upgrade cannot add order context or unavailable Shopify store capabilities.

​

Contact support

Email support@accountcanvas.app with the shop domain, affected page or block, time of the issue, and steps to reproduce it. Do not include customer answers, access tokens, passwords, or screenshots containing unredacted customer data.