Troubleshooting

Common issues and how to fix them. If your problem isn't listed here, email support@saasyllama.com.

The catalog shows a blank page or "Could not load designs"

Cause: The catalog failed to fetch designs from the StitchIQ API.

Steps to resolve:

1. Confirm the shop parameter is being passed in the URL. The catalog requires ?shop=your-store.myshopify.com to identify which store to load designs for. Shopify's App Proxy adds this automatically — if you're accessing the URL directly, it may be missing.
2. Check that StitchIQ is installed and your subscription is active. Go to your StitchIQ admin and confirm the app loads correctly.
3. Check your browser console for CORS or network errors. If you see CORS errors, the request is not going through the App Proxy — make sure you're using the /apps/stitchiq URL on your store, not the direct stitchiq.saasyllama.com URL.
4. Try refreshing the page. If it loads after a refresh, the issue was a temporary timeout.

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The catalog shows "No designs match this filter"

Cause: A category, tag, or search filter is active with no matching results.

Steps to resolve:

1. Click All in the filter bar to clear all filters.
2. If the catalog is empty even without filters, you may not have any published designs. Check the Designs section in your admin.
3. If accessing via a deep link (e.g. ?category=Logos), ensure your designs actually have that category assigned. Category names are case-sensitive.

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"Add to Cart" does nothing / shows an error

Cause: The embroidery cart product is not configured or the variant ID is incorrect.

Steps to resolve:

1. Go to StitchIQ admin → Settings → Integration.
2. Confirm that the Embroidery Product Variant ID field is filled in with a valid Shopify variant ID.
3. Verify the product still exists in your Shopify admin — if it was deleted, create a new one and update the variant ID.
4. Make sure the product is accessible via your store's Storefront API. A product set to Draft with no Storefront API access will cause cart failures.

See the Integration Guide for full setup instructions.

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The design preview (color preview) doesn't load

Cause: The preview iframe is blocked or the preview renderer is unavailable.

Steps to resolve:

1. Check your browser's Content Security Policy — some Safari settings or browser extensions block iframes from external domains.
2. Try in a different browser (Chrome or Firefox) to isolate the issue.
3. If the preview consistently fails for a specific design, the design file may have an unsupported format or corrupted data. Try re-uploading the design file.

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I can't upload a design — "File not supported" error

Cause: The file format is not supported.

Supported formats: .pes, .dst, .emb, .jef, .vp3

If your file is one of these formats but still rejected:

1. Check the file extension — some embroidery software saves with non-standard extensions. Rename the file to the correct extension and try again.
2. Some .pes files exported from older software use an unsupported version. Try re-exporting from your embroidery software in PES version 5 or 6.

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The storefront shows a 404 at /apps/stitchiq

Cause: The App Proxy is not registered or Shopify hasn't propagated it yet.

Steps to resolve:

1. Confirm StitchIQ is installed on the store. Go to Shopify admin → Settings → Apps and sales channels. If StitchIQ is not listed, reinstall it.
2. After a fresh install, App Proxy routes can take up to 5 minutes to propagate. Wait and retry.
3. If still failing after reinstallation, contact support@saasyllama.com with your store URL.

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My plan limit was hit — existing designs stopped showing

Cause: This should not happen. Hitting a plan limit blocks new uploads but never hides existing designs.

If existing designs are not showing in the catalog:

1. Check for active filters in the catalog that may be hiding designs.
2. Check the StitchIQ admin — confirm the designs show as active (not deleted).
3. If the issue persists, contact support.

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Orders aren't appearing in the StitchIQ orders dashboard

Cause: Orders may not match the expected embroidery product, or there's an API sync issue.

Steps to resolve:

1. Confirm the order includes the embroidery cart product (the one whose variant ID is set in StitchIQ settings). If the customer purchased a regular product, it won't appear in StitchIQ orders.
2. Orders placed during a period when StitchIQ was uninstalled may not resync automatically. Contact support if you need to recover historical order data.
3. Orders from development/test stores may not appear if the production app is configured separately from the dev store.

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Still having issues?

Email support@saasyllama.com with:

• Your store URL (your-store.myshopify.com)
• A description of the issue
• Any error messages from your browser console (F12 → Console tab)

We typically respond within one business day.