Troubleshooting

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

The storefront shows a 404 at /apps/teamiq/...

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

Steps to resolve:

1. Confirm TeamIQ is installed. Go to Shopify admin → Settings → Apps and sales channels. If TeamIQ 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. Make sure the store slug in the URL matches an Active store. Draft and Archived stores return 404.
4. If still failing after reinstallation, contact support@saasyllama.com with your store URL.

---

The storefront shows "Store Not Found"

Cause: The slug in the URL doesn't match any active store.

Steps to resolve:

1. Go to TeamIQ in your Shopify admin and confirm the store exists and its Status is Active.
2. Check the slug — copy it directly from the store's edit page (shown next to the /apps/teamiq/ prefix) to avoid typos.
3. If the store was recently deleted, it cannot be recovered. Create a new store with the same slug.

---

Products aren't showing on the storefront

Cause: No collections or tags are linked, or the linked collections have no products.

Steps to resolve:

1. Open the store's edit page in the TeamIQ admin.
2. Confirm at least one collection or tag is added under Collections or Product Tags.
3. Open the linked collection in your Shopify admin and confirm it contains active products.
4. If you added a collection recently, save the store again and reload the storefront.
5. If products still don't appear, open your browser's developer console (F12 → Console) and check for error messages. Share them with support if needed.

---

Products show on the storefront but the "Add to Cart" button is missing

Cause: The ordering window is closed, or the store's availability mode is set to a "closed" behavior that disables the button.

Steps to resolve:

1. Open the store in the TeamIQ admin and check Availability.
2. If the mode is One-Time Window or Rolling Windows, confirm there is an active window covering today's date.
3. If the Closed Store Behavior is set to "Show products, disable add-to-cart," this is working as intended — customers can browse but cannot order when the window is closed.
4. For Always Open stores, check that the store status is Active.

---

The storefront is showing but products look wrong or are missing after a reinstall

Cause: The app's access token may be stale after an uninstall/reinstall cycle.

Steps to resolve:

1. Open TeamIQ in your Shopify admin. Just loading the admin page triggers token re-authentication.
2. After the admin loads successfully, reload the storefront. Products should now appear.
3. If products still don't show, contact support@saasyllama.com with your store's .myshopify.com URL.

---

The password gate isn't accepting the correct password

Cause: A caching layer or old session may be serving a stale page.

Steps to resolve:

1. Confirm you're entering the password exactly as set — passwords are case-sensitive.
2. Try in a private/incognito browser window to rule out a cached session.
3. If you recently changed the password, old sessions from other browsers may still work briefly before expiring. Changing the password again will force everyone to re-enter.

---

The cart drawer isn't opening after adding to cart

Cause: A JavaScript conflict between TeamIQ and your Shopify theme.

Steps to resolve:

1. Try in a different browser to rule out a browser extension blocking scripts.
2. Confirm you're using a standard Shopify theme. Highly customized themes that override cart behavior can conflict with the TeamIQ cart drawer.
3. Contact support@saasyllama.com with the name of your theme and a description of what happens when you click "Add to Cart."

---

A store I deleted is still showing up at its URL

Cause: Shopify's CDN or your browser may be caching the old 404 page.

Steps to resolve:

1. Wait a few minutes — CDN caches typically expire quickly.
2. Do a hard refresh (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac).
3. Try in an incognito window.

---

Still having issues?

Email support@saasyllama.com with:

• Your store URL (your-store.myshopify.com)
• The team store slug that's having problems
• A description of the issue
• Any error messages from your browser console (F12 → Console tab)

We typically respond within one business day.