Troubleshooting

This page lists the problems merchants run into most with Sami B2B Onboarding, grouped by where they show up. Each one gives the likely causes in the order to check them, and what to do about each.

Note

Two places in the app tell you why most things happened:

• An application’s timeline. Open the application in Companies › Applications and scroll to Timeline. Click an entry, such as Shopify company or an email, to read its result.
• Settings › Activity log. Use the Applications, Emails and Imports views to see what the app did across your store.

Storefront form

The form page shows only its title

Cause	Fix
The app embed is off. The page the app creates and the embed code both need it.	On Home, click Activate embed on the Turn on the app embed card. Or go to Online Store › Themes › Edit theme › App embeds, switch on Sami B2B Onboarding and click Save. See Turn on the app embed.
You published another theme. Each theme has its own app embed setting.	Switch on Sami B2B Onboarding in the new theme’s App embeds and click Save. A B2B application form block you added to the old theme’s pages needs adding to the new theme too.

The form’s link shows “page not found”

Cause	Fix
The form is a Draft. Unpublishing a form hides its page.	In Forms, click … (More actions) on the form’s row and choose Publish. The page comes back at the same address.
The form was deleted. Its page was hidden with it.	Use the link of a published form. In Forms, click Copy link on its row.
The page was deleted in Online Store › Pages.	Rename the form, or unpublish and publish it again. The app makes a new page at the same address.

The page says “This form is not available right now.”

Cause	Fix
The B2B application form block or the pasted code names a form that is a Draft, deleted, or spelled wrong.	Publish the form in Forms. Or check the slug in the block’s Form box, or copy the embed code again. See Add the form block in the theme editor.
The block’s Form box is empty and no application form is published.	Publish a form in Forms. A block with an empty Form box shows your default form, or another published form if the default is a Draft.
Your store couldn’t reach the app for a moment.	Reload the page. If the message stays, contact support with the page’s address.

You can reword this message in Settings › Translate: click Edit beside your default language, open Storefront messages and change the Form unavailable row.

When the form a block or embed code names isn’t published, buyers see this line instead of the form.

You see a message instead of the form when you test it

When you’re logged in to your store as a customer who already applied, or who already buys for a company, the form page shows where you stand instead of a blank form. Examples are Your application is being reviewed and You already have a business account. The app takes one application per customer account.

To test the form, open its page in a private browser window, where you’re a guest.

Buyers see “Log in to apply” instead of the form

Settings › Access › How buyers apply is set to Log in first, then apply. Guests see the log-in prompt until they log in. To let anyone apply, choose Anyone can apply, account created on approval and click Save. See Ask buyers to log in before applying.

A buyer gets an error when they submit

What the buyer sees	Why	What to do
“That captcha check failed. Please try again.”	The captcha’s site key and secret key don’t belong together, or the buyer didn’t pass the check.	Check both keys. See Captcha.
“That tax ID doesn’t look valid for” followed by the country	The tax ID check is set to Block the submit and show the error, and the number’s format is wrong for that country.	The buyer corrects the number. To let such applications in and decide yourself, change what a failed check does. See Tax ID checks.
“Your company already has an account with us. Contact us and we’ll add you to it.”	Duplicate companies is set to Block the submit and tell the buyer to contact sales, and the company matches one you already have.	Add the buyer to that company yourself, or pick another option in Application rules.
“You have already applied. Check your account for its status.”	The buyer is logged in and has applied before.	Nothing to fix: one application per customer account. Their application is in Companies › Applications.
“That file is larger than” a size, or “That file type isn’t accepted here.”	The file breaks the limits of the form’s File upload field.	In the builder, select the field. Raise Max size (up to 20 MB), or add the type under File types, or set Accepted to Any file type. Save the form.
“Too many attempts. Wait a moment and try again.”	Many submits from the same visitor in a short time.	Wait a minute and submit again.

The link in the “More information needed” email doesn’t work

What the buyer sees	Why	What to do
“This link isn’t valid anymore. Please use the link in the store’s most recent email.”	The link belongs to an application that no longer exists.	Ask the buyer to apply again.
“This application is not open for changes.”	The application isn’t waiting for the buyer any more. It was already sent back, approved, closed as Abandoned, or rejected without Let them update it and send it again.	If the application is Resubmitted and you need more, request more information again. The buyer gets a new email.

Store access and checkout

Prices or add to cart still show to visitors who aren’t approved

Cause	Fix
You’re checking in the theme editor. Access rules never apply there.	Check your live storefront in a private browser window.
You’re logged in as an approved customer, or as a customer who buys for a company.	Approved buyers see prices by design. Check as a guest.
Test mode is on. The rules apply only to customers tagged sami-b2b-od-lock-test.	Turn off Test mode in Settings › Access and click Save. See Test your access rules.
Who can browse, who can buy is Public catalog, public purchasing.	Pick Public catalog, private purchasing or Private wholesale store and click Save.
The app embed is off in your published theme.	Switch on Sami B2B Onboarding under App embeds and save.
Your theme draws a price or button the app doesn’t recognize.	Contact support with the address of the page.

Prices in the cart and at checkout always stay visible, so a cart adds up. See Hide prices and add to cart.

Checkout isn’t blocked

Cause	Fix
The badge under Block checkout while pending says Not enforced.	The app’s checkout rule isn’t installed yet. Reopen Settings › Access later. If it still says Not enforced, contact support.
Who can browse, who can buy is Public catalog, public purchasing. This lets everyone buy.	Pick one of the other two options and click Save.
Test mode is on.	Only customers tagged sami-b2b-od-lock-test are blocked. Turn it off to block everyone else.
The buyer is approved, or buys for a company.	Approved buyers are never blocked. Check as a guest.
The rule was turned off in Shopify.	In Shopify admin, go to Settings › Checkout, find B2B checkout lock under Checkout rules and turn it on.

An approved buyer can’t check out

Cause	Fix
The buyer isn’t logged in, or logged in with another email.	Ask them to log in with the email they applied with.
B2B approved isn’t on for their customer. The Shopify customer entry on the application’s timeline says when the flag wasn’t written.	In Shopify admin, open Customers, click the customer and turn on B2B approved. See Block checkout until approved.
Their company is On hold or Removed from B2B. Checkout says “Your company account is on hold. Contact us to place an order.”	Open the company. For On hold, turn Can place orders back on. For Removed from B2B, click Restore to B2B. Then click Save. See Put a company on hold or remove it from B2B.
Test mode is on and the buyer carries the test tag.	Tagged customers get the rules even when approved. Remove the tag.

The store lock covers a page that should stay open

Log-in pages, customer account pages and the pages of your published application forms are always open. To open another page, go to Settings › Access, add it under Always allow these pages and click Save. See Lock the store.

Approval and Shopify

No company was created in Shopify

Open the application and click the Shopify company entry on its timeline. Its result says what happened.

Result on the timeline	Why	Fix
“Shopify didn’t create the company” and Shopify’s reason	Usually your Shopify plan doesn’t include B2B. The customer is still created and marked B2B approved, and the company is kept in the app’s Companies list.	Creating companies needs a plan that includes B2B.
“No company name is mapped to Company · Name, so no company could be created.”	No question on the form fills the company’s name.	In the builder, open Integrations, click Manage on Shopify and map a field to the company Name. See Map answers to Shopify.
“Added the buyer to the existing Shopify company”	The buyer joined a company you already have.	Nothing to fix: no second company is made.

The Shopify steps run in the background. If there’s no entry yet, wait a few moments and reload the page. A change you make now applies to the next approvals. The app doesn’t run an approval again, so for an application already approved, contact support.

You can’t approve an application

What you see	Fix
Approve application is turned off, with “Your Shopify account needs the Companies and Customers permission to approve.”	The store owner gives your staff account these permissions in Shopify admin, under Settings › Users. See Team and roles.
Required answers in the readiness checks, and “This application can’t be approved until these answers are filled in:” with a list when you approve	The form requires those answers before approval. Fill them in with Edit answers on the application, or request more information.

A rule didn’t decide an application

Open the application’s timeline and find the rule’s entry.

Entry on the timeline	Why
No entry from any rule	No Live rule matched. Check that the rule is Live and that the answers meet its conditions. A rule with no conditions never matches. The rules also don’t run when the tax ID check has already rejected the application.
An entry from a different rule	A rule higher in the list matched first. Only the first rule that matches acts. Move your rule up, or narrow the conditions of the one above it.
“Rule “…” couldn’t approve it”	An answer the form requires for approval is empty.
“Looks like …, a company you already have”. Click it to read “Automation rules left it for a person to decide”.	The application matches a company you already have, so the rules don’t run.
“Rule “…” matched”. Click it to read that a person asked for this information, so it’s theirs to decide.	A person on your team asked the buyer for more, so the answer comes back to them.

See Rules that decide applications.

Emails

A buyer didn’t get an email

Open the application and find the email’s entry on the timeline.

What the timeline shows	Fix
“Not sent — this email is turned off.”	Turn the email on in the form’s builder: open the Email section, switch on Send this email for this form, and save the form.
“Reviewer chose not to email the buyer”	The reviewer unticked Email the buyer about this decision. Nothing to fix.
No entry for the email	The email is turned off, or so is the event that sends it. Check the email’s switch in the form’s Email section, and the event’s switch under Automation › Automations. Application declined starts turned off, and when you reject one application while it’s off, the timeline shows no email entry. See Automations and Shopify Flow.
The email was sent	Ask the buyer to check their spam folder. Sending from your own address can help. See Send from your own address (SMTP).

Click an email’s entry on the timeline to see whether it went out, and why not.

Your team doesn’t get new-application emails

Cause	Fix
The form has its own recipients, which replace Default recipients.	Check the list in the form’s Email section in the builder.
Default recipients is empty. Emails then go to the one address named under the list, such as the store owner’s.	Add people under Settings › Email › Default recipients and click Save. See Choose who gets notified.
New application is turned off for the form.	Turn it on in the form’s Email section and save the form.

Settings › Email shows a red or yellow banner

Banner	Fix
These mail settings haven’t been tested	Under Send a test, type your email and click Send.
Emails are failing to send	Your mail server refused the last emails. Check the host, port, username and password with your provider, then send a test.
Your mail credentials can’t be read	Type your SMTP password again and click Save. Until then, emails go out through the app’s mail service.

If the test says “That test email couldn’t be sent.”, check the same settings. A Google mailbox needs an app password, not your account password. See Send from your own address (SMTP).

Customer accounts

The account pages or banners don’t show

Cause	Fix
The pieces aren’t added yet. Settings › Customer accounts shows Not added.	Click Add blocks in Customer accounts, add the app’s blocks in Shopify’s editor and save. Back in the app, click Refresh statuses. See Customer accounts.
Your store uses legacy customer accounts.	The pages work only with Shopify’s customer accounts. Switch in Shopify admin under Settings › Customer accounts.
The buyer isn’t a contact of a Shopify company.	The Company self-service page is for company buyers only. See Company self-service page.

Imports

The CSV file isn’t accepted

Message	Fix
“That isn’t a CSV file. Save it as .csv and try again.”	Export the sheet as CSV from your spreadsheet app, then upload it again.
“We couldn’t read that file. Check it’s a CSV and try again.”	Start from Download template, keep the header row, and save as CSV.
“That file is over 20 MB. Split it and import the parts one at a time.”	Split the file. Each import also reads at most 50,000 rows.

Some rows were skipped

In Companies › Import companies, find the run in Import history and click View skipped rows. Each row shows its line and the reason. Click Download skipped rows, fix them in the file and import it again. Matching companies are updated, not duplicated. See Import companies from a CSV file.

Imported companies aren’t in Shopify

That’s expected. Companies from a CSV file live in the app only. To bring in companies that already exist in Shopify, use Sync from Shopify.

Your access to the app

What you see	Fix
Only admins can open this page, or “Only an admin can create or change forms.”	You’re a reviewer. Ask an admin to change your role in Settings › Reviewers. See Team and roles.
We couldn’t confirm your account	Reload the app. If it keeps happening, contact support.
A colleague isn’t on your team list	People appear after they open the app once. Give them access to the app in Shopify under Settings › Users, then ask them to open it.

Still stuck

When something in the app fails, the red banner that reports it has a Contact support button. It opens the support chat with the error already typed in. See Contact support.

Next steps

• Contact support — send us your problem with screenshots.
• FAQ — short answers to common questions.
• How it works — what happens to an application, step by step.
• Activity log — see everything the app did in your store.