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Troubleshooting

Common issues and how to resolve them.

Widget issuesโ€‹

Widget doesn't appear on the cart pageโ€‹

Possible causes:

  • App block not added to your theme
  • Theme doesn't support app blocks

Solution:

  1. Go to Shopify Admin > Online Store > Themes > Customize
  2. Navigate to the Cart page template
  3. Add the Scrollengine app block
  4. If no app block option exists, use the manual installation from Widgets > Manual Setup in the Scrollengine dashboard

Widget shows "No delivery methods available"โ€‹

Possible causes:

  • No delivery methods are enabled
  • No delivery rules are configured
  • Customer's address is outside all delivery zones

Solution:

  1. Verify at least one delivery method is toggled on in Delivery Methods
  2. Verify delivery rules are set up in Delivery Rules
  3. Test with an address you know is within your zone

Calendar shows no available datesโ€‹

Possible causes:

  • Time slots not configured
  • Working hours not set
  • All slots are at capacity
  • Preparation time pushes availability past the date range

Solution:

  1. Check Scheduling > Time Slots โ€” ensure slots exist
  2. Check Scheduling > Working Hours โ€” ensure days are active
  3. Check if slot capacity limits are set too low
  4. Reduce preparation time or increase the calendar date range

Order issuesโ€‹

Orders not appearing in Scrollengineโ€‹

Possible causes:

  • App permissions need to be re-granted
  • Shopify sync delay

Solution:

  1. Go to Shopify Admin > Apps > Scrollengine
  2. Check that all permissions are granted
  3. Wait 1โ€“2 minutes for sync (orders sync in near real-time)
  4. If the issue persists, contact support

Delivery tags not appearing on Shopify ordersโ€‹

Possible causes:

  • Customer didn't select a delivery option (widget might not have loaded)
  • Sync issue between Scrollengine and Shopify

Solution:

  1. Check the order in Scrollengine โ€” does it have delivery details?
  2. If yes, force a sync from the order details page
  3. If no delivery details, the customer may have bypassed the widget

Route issuesโ€‹

Map not loading in route planningโ€‹

Possible causes:

  • Google Maps API key not configured or invalid
  • API quota exceeded

Solution:

  1. Check Settings > Integrations > Google Maps API
  2. Verify the key is valid and active
  3. Check your Google Cloud Console for quota or billing issues
  4. See Google Maps API Setup

Driver app issuesโ€‹

Driver can't log in to the mobile appโ€‹

Solution:

  1. Verify the driver account is active in Settings > Users
  2. Reset the driver's password
  3. Ensure the driver is using the correct email address
  4. Check that the driver has the latest version of the app

Delivery proof photos not uploadingโ€‹

Possible causes:

  • Poor network connectivity
  • Image quality set too high for the connection speed

Solution:

  1. The app will retry uploads when connectivity improves
  2. Reduce image quality in Settings > Driver App > Image Quality
  3. Ensure the driver has camera permissions enabled for the app

Still stuck?โ€‹

If none of the above resolves your issue, contact support.