When something looks wrong
Troubleshooting
Two screens solve most of it
Profit Dashboard → Data health tells you what arrived and what did not. Ad Intelligence → Admin → Health does the same for research. Start at whichever is closer to the thing that looks wrong.
Screens that are empty
The dashboard shows zeroes everywhere
Why: Usually the date range. It opens on Today, and early in the morning today is genuinely nearly empty.
Fix: Switch to 30 d. If it is still empty, Shopdeck shows a panel telling you how many orders it has at all and when the most recent one was — read that panel, it names the cause.
“Connect your accounts to use …”
Why: That part needs a connection this workspace does not have.
Fix: The panel says which, and the button takes you straight to the right card in Setup. Not an admin? The panel tells you to ask one, because only admins can add credentials.
Long date ranges are empty but recent ones work
Why: Shopify only hands over the last 60 days without the extended-history permission.
Fix: Add read_all_orders to your Shopify app, reinstall, and run a full sync. Health and syncing lists every permission and whether it was granted.
Shopify shows “Oauth error missing_shopify_permission: read_all_orders”
Why: Your own Shopify app is not approved for reading orders older than 60 days, and Shopify refuses the whole install rather than granting the rest.
Fix: Use the plain Install button — it asks for 60 days and always works — and request Read all orders for your app in the Partner Dashboard. Details in Connect Shopify.
Winners is empty
Why: Almost never a bug. The screen shows a five-step checklist with your own numbers; one of those steps is not met.
Fix: Fix the first unticked step. Most often it is missing Meta page ids on your watched shops. See Winners and creatives.
The Creatives screen has no ad-level rows
Why: The platform returned nothing at ad level — no active ads, or a permission is missing.
Fix: Look at Data health for the rows named after creatives. Then re-test the connection in Setup.
Numbers that look wrong
Margins look impossibly good
Why: Cost prices are missing in Shopify, so goods are being counted as free.
Fix: Fill in Cost per item per variant in Shopify, then run a full sync. A product showing a 100% margin in the product table is one with no cost price. See Costs and margins.
Shopdeck and Shopify disagree about today's orders
Why: Either an order has not synced yet, or Shopify has stopped counting one that Shopdeck still has.
Fix: Data health puts the two counts side by side. Shopify ahead: press Refresh. Shopdeck ahead: that is normal around midnight and after a cancellation — the next full sync settles it.
Meta claims far more revenue than Shopify shows
Why: Not a fault. Each platform counts a sale it thinks it influenced, with its own window, and two platforms claim the same sale.
Fix: Use the Attribution screen, which shows the gap per channel. Treat the Shopify column as the truth.
The return rate looks far too high
Why: It counts orders with any refund, not items returned. One €5 goodwill refund makes a whole order count as a return.
Fix: Use Returns by size for the per-item picture. Definitions are on What every number means.
An order is missing entirely
Why: It hit one of five filters: a test order, a discount code containing “test”, a cancelled order, a total under €10, or a checkout that was never paid.
Fix: Nothing, if it was one of those — that is intended. Overview shows a small note counting them when it applies.
The Live page
Nobody ever appears, not even you
Why: The theme script is not on the page, or its token is out of date.
Fix: Open your shop, view the page source, and search for track.js. Not there? Paste the snippet again into the theme that is actually live. See See visitors live.
Visitors appear but the checkout is always zero
Why: The second script — the customer events pixel — is missing or was never connected.
Fix: Shopify → Settings → Customer events. The pixel must be there and say connected.
Sales appear minutes late
Why: No webhooks, so Shopdeck is asking Shopify on a timer instead of being told.
Fix: Add the webhooks in your Shopify admin. See Get orders in seconds.
It worked yesterday and stopped today
Why: Nearly always: somebody pressed Generate new token in Setup, or the theme was replaced.
Fix: Copy both scripts from Setup again and paste them into the current live theme.
Builds
Status says “check failed”
Why: The read-back did not match. Usually the platform had not finished listing everything when Shopdeck looked.
Fix: Wait half a minute and press Verify again. If it still disagrees, count the ad sets and ads on the platform yourself. See After the build.
A build stopped halfway
Why: A step failed — a limit, a permission, or a rejected value.
Fix: Use Retry failed steps, not Rebuild everything. Rebuilding does not delete what was already created and leaves you with duplicates to clean up by hand.
It refuses to build over the budget
Why: Your plan is above the daily cap in builder settings. That is a refusal, not a warning.
Fix: Lower the budget, use fewer ad sets, or raise the cap in Campaign Builder → Settings if you genuinely mean it.
Signing in and access
“You cannot open that page”
Why: Your role in the current workspace is too low.
Fix: Ask an owner or admin to raise it under Settings → Members. Also check you are in the right workspace — the tile at the top of the menu says which, and your role can differ per workspace.
An invitation link does not work
Why: Links expire after 14 days and work once.
Fix: Ask whoever invited you to create a new one.
You are bounced back to the sign-in page repeatedly
Why: A stale session cookie.
Fix: Sign out properly, clear cookies for shopdeck.io, and sign in again. If it persists on one device only, try another browser to confirm it is the cookie.
Still stuck
Write to merrave.ecom@gmail.com and include: which screen, what you expected, what you saw, and — if it is a data question — what Data health says. That last one usually answers it before anybody replies.