Fix a problem

Open the problem you see and follow the fixes in order. New word? See Words we use.

Visits and links

No visits in Live view

“No one on the store right now” can be true, so make a test visit.

1. Open Settings. If the Tracking card says Tracking off, see the next answer.
2. Open your store in a private window (incognito). Accept cookies if your store asks, and enter the store password if it has one.
3. Browse a page. If your visit doesn’t show in Live view, turn off any ad blocker and try again.

Tracking isn’t connected

1. In Settings, find the Tracking card and click Check again.
2. If you see “Still not connected”, go to Shopify admin › Settings › Customer events. Check that ThanksTo is listed and connected, then click Check again.

Waiting for first visit means tracking is connected, but no visit has arrived yet.

A link isn’t tracking

1. Open the link as you shared it. It should open a page on your store. If ref= and the creator’s name are gone, copy it again from the Links table on the creator’s page.
2. Open it in a private window, accept cookies if your store asks, and browse a page. Your visit should show in Live view.
3. Check the date range on Creators. Who to thank on Home lists only creators with an order.

Orders and numbers

An order isn’t credited

Some orders can’t be credited. A shopper can decline tracking, block it, or hear about you without clicking anything.

Search for the order on Orders, open it and read its badge:

• Unpaid: ThanksTo credits it once it’s paid.
• Cancelled or Not counted: nothing to do.
• Locked: it’s over your plan’s monthly limit.
• Direct: ThanksTo saw no link. If the order used a discount code, link the code.
• Not tracked: nothing recorded where the shopper came from. The order page says why.

Many orders say Not tracked

Expect some. Ad blockers hide some shoppers’ visits, and so does saying no to tracking. These orders still count in your sales.

If the Tracking card in Settings says Tracking off, fix that first. Then try these:

• Turn on the cart helper, for shoppers who allow analytics.
• Add the post-purchase survey.
• Link your discount codes to creators.
• Turn on repeat customer credit, if you want.

A discount code gets no credit

Link the code. This also credits past orders that used it.

1. Open Creators and find Codes not linked to a creator. Click Link, choose the creator, then click Link code.
2. If it isn’t there, check Linked discount codes on the creator’s page. If it’s missing there too, click Link a code.

Orders that use a code are credited to its creator, unless the shopper came through another creator’s link. An automatic discount can’t credit a creator.

Numbers don’t match Shopify

ThanksTo and Shopify count by their own rules, so a difference doesn’t mean something is broken.

• Use the same dates. ThanksTo uses your store’s time zone.
• POS (in-person), draft and other sales channels aren’t in Sales.
• Home takes a refund off in the period it happened. Orders takes it off its own order.
• ThanksTo imports the last 60 days of orders when you install, and older ones aren’t in it.
• ThanksTo shows amounts in your store’s currency, even when a shopper paid in another one.

Survey and cart helper

The survey doesn’t show

Read the badge on the Post-purchase survey card in Settings.

• Off: turn on Show the survey, then click Save.
• “block not added yet”: click Add to Thank you page, add the ThanksTo survey block, then click Save.
• “waiting for first order”: click Add to Thank you page and check that ThanksTo survey is there.

With New customers only, buyers ThanksTo knows have ordered before are skipped. Test with a new order, as one with an answer shows no survey.

The cart helper shows Off

1. In the Tracking card in Settings, click Turn on in theme editor.
2. Check that ThanksTo cart helper is on, then click Save.
3. Open Settings again to see the new badge.

Not confirmed yet means Shopify can’t tell ThanksTo if it was saved. Settings shows On once an order arrives with it. See Cart helper.

Plan and app

Orders are Locked

A Locked order is over your plan’s monthly limit. ThanksTo still records it, and it stays in your sales. There’s no fee for going over.

Who to thank for it stays hidden until you move to a plan that covers it or the month ends. To move now, open Subscription and click Select on Shopify.

The app page won’t load

1. If you see a Reload button, click it.
2. If one card says it “couldn’t load”, check your connection and click Try again in that card.
3. Close the app and open it again from your Shopify admin.

Still stuck? Contact support.